Speed Much Slower than Guaranteed

[#1]

Having gone live on Unlimited Fibre 300 earlier this week I have seen no increase in actual speed. My guaranteed speed was 165mbs but I am seeing around 90mbs on a wired speed test (exactly the same in WIFI).

As I work full time and the only support option is a phone call at home I am hoping I can get some support here before going that route as it will be hard to manage over the next week or so.

Can a community support person look into this for me please?

Thanks

[#2]

@djangopither 

but I am seeing around 90mbs

That sounds like a possible cable fault between the router and ONT limiting the speed to 100Mb.

Are you using the Plusnet supplied Hub 2 router ? what does the Status page say for the link speed , it should be 1000Mb

[#3]

Hi,

Yes, I’m using the supplied Plusnet Hub and link speed on the router says 1000mb. The cable is the supplied cable. I can try switching it when I get back from work this evening but with the router showing a higher link speed than I’m receiving via fibre I don’t think that’s likely to be the issue.

[#4]

@djangopither 

but with the router showing a higher link speed than I’m receiving via fibre I don’t think that’s likely to be the issue.

You're correct, that eliminates the cable as a possible problem.

What product did you upgrade from to FF300 ? 

Have you received communication that the upgrade has completed ?

[#5]

Hi

I had the confirmation email on Monday and my account shows FF300 as my current package. I was on FF145 previously and was getting the same speeds but as that was above my old minimum guaranteed speed I couldn’t do much about it. Now it’s about 60% of my minimum speed I would hope Plusnet will attempt to remedy.

[#6]

It would be interesting to know what upload speed you are seeing ? FF300 should be 50Mb whereas FF145 would be 30Mb

That should confirm whether or not the upgrade has actually completed.

Have you disconnected/reconnected the connection since the upgrade supposedly completed ?

What device are you using for the speed tests ?

Have you tried a wired test from different devices ? just to eliminate the possibility of the device limiting the speed

[#7]

Would rebooting the ONT help?

[#8]

I have run both wired and wireless speed tests. All come through at around 90mbs regardless of time of day. Upload speeds are around 45mbs but to be honest I think they were that fast on the old package.

I have restarted the router and Plusnet have run a line test and remote router restart.

[#9]

Tried that. Though it shouldn’t make a difference

[#10]

Would rebooting the ONT help?

It cant hurt.

I have run both wired and wireless speed tests. All come through at around 90mbs regardless of time of day. Upload speeds are around 45mbs but to be honest I think they were that fast on the old package. 

Wireless tests can be affected by so many things that they dont really provide a definitive test.

Upload speeds on the old FF145 would only have been 30Mb , so if you are getting 45Mb now that does suggest that the upgrade has completed.

Going back to the device being used for wired tests , is its ethernet port gigabit capable ? 

edit: just another thought , we havent got any Powerline (Homeplugs) in the circuit have we ?

[#11]

I’ve tried speed tests on both a PlayStation and a PC with wired connections, both Gigabit capable ports. Both run without other devices using bandwidth. Same results.

I’ve jumped through every test hoop I’m capable of doing from home. Every device is capable of significantly faster bandwidth than I am seeing in speed tests. Either the router is faulty (though it claims it has a 1000mb link speed) or the fibre speed to my home is wrong.

It would be nice to know what a Plusnet automated line test consists of and whether they actually test connection speeds as part of that. I’m guessing it’s just a stability and continuity test though.

[#12]

It would be nice to know what a Plusnet automated line test consists of and whether they actually test connection speeds as part of that. I’m guessing it’s just a stability and continuity test though. 

TBH I don't really know what the automated line tests can see on a FF connection, they obviously dont see the same info as an FTTC connection.

Its possible that your connection is not provisioned correctly but the fact that you are only getting 90Mb on both the old and upgraded connection is a bit suspicious. The old connection should have achieved around 145Mb on a wired test. The 90Mb throughput on a speed test is typical of a 100Mb link in the chain somewhere...

[#13]

I agree, it’s odd. Particularly as this is universal across devices and connections. It feels like it’s prior to my router. Is it possible to wire directly into the ONT as it used to be on old master sockets?

[#14]

Is it possible to wire directly into the ONT as it used to be on old master sockets? 

Yes. That's a good test to rule out a router fault. The device must be capable of making a PPPoE connection and configured with your Plusnet username (<account>@plusdsl.net ) and password.

Another thought, you haven't got a static IP have you ? they aren't available to new customers but if you've been around for a while you might have had one in the past.

[#15]

Great. I’ll try plugging the PC directly into the ONT and see what I get from it.

I have a couple of devices that have static IPs for my home network configuration but not the router itself.