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Renewed Fibre Extra contract, Upload and Download speeds have halved since

lloyd_634
Hooked
Posts: 5
Registered: ‎30-09-2020

Renewed Fibre Extra contract, Upload and Download speeds have halved since

Hi all

It feels like a slightly strange problem to have. Since renewing my Fibre Extra deal in late October, my upload and download speeds seem to have dramatically dropped. Over wifi before I was getting somewhere in the region of 50-60mbps down and 18mbps up. This was also similar over ethernet.

Since my renewal, my peak has now been 22mbps down and 5mbps up. It's the same over both wifi and ethernet. The odd thing is, when I renewed I was being quoted speed estimates of (54-61down and 16-18up), with a minimum guaranteed speed of 49.5Mb. Since then, however, on my account it has dropped down to:

  • Estimated Download Range: 20 - 22Mbps
  • Estimated Upload Range: 5 - 6Mbps
  • Minimum Guaranteed Speed: 18.3Mbps
  • Current Line Speed (Download): 80Mbps

I'm wondering if this has happened to anyone else? Having a connection that is running at one speed and then drops overnight to less than half that.

Currently I'm feeling like being on Fibre Extra is pointless as I'm only getting speeds below that estimated on the normal Fibre package.

 

4 REPLIES 4
Townman
Superuser
Superuser
Posts: 22,769
Thanks: 9,470
Fixes: 153
Registered: ‎22-08-2007

Re: Renewed Fibre Extra contract, Upload and Download speeds have halved since

Data speed tests can be quite inconclusive.

What are the sync speeds reported in the router admin pages?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

lloyd_634
Hooked
Posts: 5
Registered: ‎30-09-2020

Re: Renewed Fibre Extra contract, Upload and Download speeds have halved since

Currently at work, but when I get home I'll have a look and post them.

lloyd_634
Hooked
Posts: 5
Registered: ‎30-09-2020

Re: Renewed Fibre Extra contract, Upload and Download speeds have halved since

I'm not sure what's changed, but today I've checked and my sync speeds are:

Downstream sync speed: 54.998 Mbps

Upstream sync speed: 7.198 Mbps

 
Previously I've seen them much lower than this. Something I probably should've mentioned in my previous post too is that I'd been noticing that while the system uptime would be what I'd expect (ie however many days since I turned the Hub off) the network uptime would almost always seem to show that it had disconnected sometime during the night at about 2am. However, today my network uptime reads 1 day 6hrs. So it seems it's the first time it's stayed connected overnight since I renewed my contract. Perhaps that has something to do with my sync speeds improving?
 
I'll keep an eye on it, but it may be that it's resolving itself now.
Townman
Superuser
Superuser
Posts: 22,769
Thanks: 9,470
Fixes: 153
Registered: ‎22-08-2007

Re: Renewed Fibre Extra contract, Upload and Download speeds have halved since

If the line is in training, then a 2am disconnect (resync) would be nothing to be concerned about.

One of the characteristics about change is that it gives rise to closer scrutiny ... and the possibility that we see something which has been amiss for a while but was not noticed.  You are not the first and will not be the last person to observe a marked difference at the time of a contract change and conclude that the change is consequential to the change, rather than coincidental to the change in commercial arrangements.  It would be worth while running through the usual speed issues checks.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.