Speed decrease after signing for a new contract

[#1]

So after being out of contract for many years but staying with Plusnet I decided to take up a new 18 month contract.

The idea was to decrease my cost yet increase performance as I opted for the faster super fibre option.

Imagine my dismay after 24hrs to find my speed lowered by at least 10 mbps.

So not only did I not get the lower price offered to "new customers" I get my speed slashed.

Not impressed as a long serving customer, hearing friends brag about the super fast speeds they get yet mine is now slower & tied to a contract.

Yes I have done all the tests.

Yes I have waited weeks for it to settle in.

[#2]

@kwikfix If you post screenshot results of  BT Broadband - obscuring your phone number, BTW Performance Tester - the 'Advanced Diagnostics' report, and your Hubs Help Desk - obscuring personal details, Community members may be able to advise.

[#3]

Attached report

[#4]

Thanks - and the other two? - they are needed to build the full picture.

[#5]

[#6]

[#7]

Sorry I didnt understand what the "Hubs Help Desk" is?

Cabinet 25 Winsford Cheshire area if that is any use?

[#8]

Your broadband service

• Product: Unlimited Fibre Extra
• Estimated Download Range: 31 - 46Mbps
• Estimated Upload Range: 6 - 9Mbps
• Minimum Guaranteed Speed: 29.4Mbps
• Current Line Speed (Download): 21Mbps

[#9]

@kwikfix A picture paints a thousand words. 😉

Also, was the speed test done over wireless or ethernet, and have you done a Quiet Line Test - dial 17070, option 2 - after your number has been confirmed there should be no noise on the line other than the regular 'Quiet Line Test' announcement.

[#10]

Ahhhh thank you here you go.

Test was done over ethernet. I was getting 29mbps right before I swapped to faster package yet I received slower performance.

[#11]

Thanks for that - it does appear there is something not quite right. Your D/S noise margin is higher than I would have expected, your uptime is very low - you don't turn the Hub off, do you?, and one vital line is missing - what 'User name' is showing on that page?

[#12]

I only turn the hub off when experiencing even slower speeds or issues on my network.

My quiet line test was fine btw.

[#13]

My username shows on the main home page of the hub, doesn't show on that helpdesk page.

[#14]

OK. Do not turn the hub off though, you could eventually persuade the Dynamic Line Management in the cab to think you have a bigger problem than you do, and it may aggressively raise the SNR and reduce your speed, which I kind of suspect it has already started doing, looking at that data.

Good that the phone test is clear, and you have the correct user name in the hub - I was wondering if it hadn't completed setup correctly.

I can only really now suggest you wait for one of the Help Team to pick this up and run some slightly more advanced tests - sorry.

[#15]

Thanks John. Yep something is certainly not right. I wasn't hoping for miracle jumps in speed maybe the possibility of over 40mbps but certainly not a drop from my consistent 29mbps for years to 19mbps overnight from the switch.

I don't reboot the router on a regular basis as a rule, I did do it tonight after sending you those pics but that was the first time in weeks.