Full Fibre upgraded but no speed increase.

[#1]

Today the Openreach engineer upgraded my connection with Plusnet from FTTC to FTTP.

I should now be on the Full Fibre 300 with Minimum Guaranteed Speed: 165Mb.

Previously I was on Unlimited Fibre Extra.

However my speedtest is still showing about 57Mbps. The latency has improved but not the speed.

My account details in the portal are showing the old product but says my line speed is 330Mbps which it clearly isn't! 

• Product:  Unlimited Fibre Extra
• Estimated Download Range:  57 - 64Mbps
• Estimated Upload Range:  16 - 18Mbps
• Minimum Guaranteed Speed:  51.8Mbps
• Current Line Speed (Download):  330Mbps

The engineer said that Plusnet must still be throttling it and to get them to sort it out. The strange thing is that the connection briefly showed 310Mbps when the engineer was here, and then it dropped back to 57Mbps after he left. I think he probably signed the job off when he saw 310Mbps. What can I do to get the Minimum Guaranteed Speed of at least 165Mb?

I've tried rebooting the router many times, and I am using Cat5e cable to the4 ONT and also to my computer from the router (so not using WiFi). I're switched the ONT off and on too. Help!

[#2]

Your product change isnt complete in the Plusnet systems yet. Probably becuase they havent receieved the completeion status from Openreach. It should update later today. Once its changed , then reboot the router.

[#3]

@sheffieldguy 

Patience, dear boy, patience! Myself and a couple of friends upped to FTTP earlier this year and in all cases remained at FTTC speeds until midnight, or near it as we didn't stay up for a FTTP party.

[#4]

Thanks for the reassurance! Briefly seeing speeds above 300Mbps made me impatient! 😉 

[#5]

Afternoon @sheffieldguy 

I can see everything has been updated on the account now.

Are you seeing an increase in speed now?

[#6]

Thanks Matthew. It's weird! When I reboot the ONT and router, I see briefly 300Mbps and then it drops back to the previous speed after a minute:



What could be the problem?

[#7]

Sorry to hear that @sheffieldguy 

Our tests aren't showing any issues but I can see you're using your own router.

Can you test a direct wired connection to see if that has the same issue?

[#8]

Hi @MatthewWheeler 

I already tested on wired and wireless connections and saw the same results on both.

But after power cycling the router and ONT this evening, I can see various speeds readings in the range 350Mbps to 130Mbps. 

I've been testing this for the last 90 minutes and it's not dropping back to 60Mbps so I assume the issue is resolved for now. 

Thanks!

[#9]

Hey there @sheffieldguy are we alright to leave it with you to monitor for a few days and see how it goes? If it does drop the speed again, just let us know and we will go from there.

[#10]

@willcutforth Unfortunately today it's dropped back to 57Mbps. Rebooting the ONT and router haven't made any difference. 

[#11]

It's been at 59Mbps for the last 24 hours? How can I get this resolved asap?

[#12]

Hey @sheffieldguy, I've run a test on your account and it's showing there is a major service outage in your area. This is most likely causing the issues with your speed. The timescale they gave is the 23rd June. I'm going to come back into your account tomorrow and contact the Suppliers for an update as they're closed today.

[#13]

Hi @sheffieldguy I've checked on the MSO (major service outage) and it's still ongoing. The next update we'll have is at 5pm on the 30th June.

[#14]

What is the latest? Can I have an update on this problem please?

[#15]

Today it's got even worse, latency 60ms and 29Mbps!