My Internet seems to only be connecting at 10mbs? Yet my line supports higher speeds

[#1]

I've been with plus net for a few months since swapping over from topcashback, the whole situation is already a mess as the cashback got declined but that's another situation. My Internet is painfully slow. I am suppose to be on 70mbs but I am only connecting at 10mbs. I've tried various remidies on the router and that hasn't helped. I only have one line into the house, I haven't had "quick" Internet since installing it. I've done a bt check and it says the line should be on 80mbs, I've tried everything on my end

[#2]

@Jiggerjay Welcome to the forums. A little more information would be helpful, but:-

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

We could do with a bit more information - especially the section which is cut off at the bottom of your second screen grab.

[#3]

Hello John thanks for the advice, I don't have a phone at all! I haven't had one since I moved into the house seven years ago as we are all mobile here. 

[#4]

That is a bit of a problem - unless you move to Full Fibre (which appears to be available), a cheap corded handset is a very useful tool in these circumstances.

As a point of interest, do you have desktop/laptop - because of their screen size, mobiles are not a great help in trying to diagnose potential issues.

[#5]

Hey John I'm on fibre, I think I posted on the wrong forum! Total newb here

[#6]

And yes I have a laptop, I tried connecting via the ether net to the router and it was still 10mbs maximum 

[#7]

@Jiggerjay You are on Fibre To The Cabinet  FTTC (Not Full Fibre or FTTP) . However, your connection speed is horrendous - we need to try and determine why.

[#8 · Accepted solution]

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@Jiggerjay wrote:

And yes I have a laptop, I tried connecting via the ether net to the router and it was still 10mbs maximum 

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In that case, can you use the laptop to provide the following information, please:

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

[#9]

be interesting to see the broadband stats from the router. Those sync speeds are VERY wrong!

The downstream 9.999Mb looks suspiciously like a 10Mb profile setting , although AFAIK there isnt a 10Mb downstream profile? and 10Mb is not the top of a banded profile , VERY ODD! but the upstream is also WAY below the estimates...

[#10]

Agreed, @MisterW , which is why I posted the request for the full details.😉

[#11]

Hey John, I did the DSL test above (images in first post) just did the other test with my laptop collected to the router directly 

[#12]

I have the technical log from the router, shall I post here?

[#13]

@Jiggerjay Fair enough,  but that original screenshot was missing important information, which is why I requested it from the laptop, along with further data. I am aware you can't, unfortunately, do the phone test.

[#14]

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@Jiggerjay wrote:

I have the technical log from the router, shall I post here?

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Yes, but obscure any personal information.

[#15]

Attached, thanks for your speedy responses.