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Slow speeds

HighHopes
Hooked
Posts: 8
Thanks: 1
Registered: ‎24-03-2022

Slow speeds

I’ve recently joined plusnet after moving house but the speeds I’m getting have been somewhat disappointing.

 

initially my speeds were between 1 and 12Mbps. After an engineer replaced my master socket it’s now a steady 12 but won’t go any higher.

 


The router’s plugged into the new master socket and I’ve run speed tests using Ethernet.

 

Any thoughts would be appreciated.

15 REPLIES 15
HighHopes
Hooked
Posts: 8
Thanks: 1
Registered: ‎24-03-2022

Re: Slow speeds

BT Broadband.png

jab1
Legend
Posts: 18,658
Thanks: 6,075
Fixes: 281
Registered: ‎24-02-2012

Re: Slow speeds

Is your username  and password correct, or is it showing as 'setup@plusdsl.net' in your router?

John
HighHopes
Hooked
Posts: 8
Thanks: 1
Registered: ‎24-03-2022

Re: Slow speeds

Username and password set to my values

jab1
Legend
Posts: 18,658
Thanks: 6,075
Fixes: 281
Registered: ‎24-02-2012

Re: Slow speeds

Ok, that rules that that out. Any chance of posting a screenshot of the Help Desk Page?

John
HighHopes
Hooked
Posts: 8
Thanks: 1
Registered: ‎24-03-2022

Re: Slow speeds

Which page is that?

jab1
Legend
Posts: 18,658
Thanks: 6,075
Fixes: 281
Registered: ‎24-02-2012

Re: Slow speeds

Which Hub have you got?

John
HighHopes
Hooked
Posts: 8
Thanks: 1
Registered: ‎24-03-2022

Re: Slow speeds

Hub Two

jab1
Legend
Posts: 18,658
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Fixes: 281
Registered: ‎24-02-2012

Re: Slow speeds

A picture paints a thousand words:

5.Hub2 technical.png

John
HighHopes
Hooked
Posts: 8
Thanks: 1
Registered: ‎24-03-2022

Re: Slow speeds

Technical log.png

jab1
Legend
Posts: 18,658
Thanks: 6,075
Fixes: 281
Registered: ‎24-02-2012

Re: Slow speeds

I would report a fault at https://faults.plus.net

John
Gandalf
Community Gaffer
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Registered: ‎21-04-2017

Re: Slow speeds

Hi there, 

I'm really sorry to see you're having speed issues at your new house. I can see the engineer we arranged was from a company called Qube and they resolved a wiring issue by fitting a new master telephone socket, but I've tested your line today and the tests are still definitely showing a problem, so I'd like to call out Openreach to take a closer look.

Could you reply to the ticket we've logged on your account Here with when you'll be available for a further engineer visit? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
HighHopes
Hooked
Posts: 8
Thanks: 1
Registered: ‎24-03-2022

Re: Slow speeds

I’ve responded.

Gandalf
Community Gaffer
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Posts: 26,625
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Registered: ‎21-04-2017

Re: Slow speeds

Awesome thanks, I can see we've booked the engineer and updated the ticket with the appointment details.

Let me know how it goes.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
HighHopes
Hooked
Posts: 8
Thanks: 1
Registered: ‎24-03-2022

Re: Slow speeds

The engineer has visited and reset the line. Speed has increased to around 20Mbps, which apparently is the best I’m going to get.

 

Thanks for the help.