Not getting minimum speed.

[#1]

Hi just wanted to update, you said if it hadn't changed by Sunday you would raise the issue and it still hadn't got better by Sunday but I gave it an extra day and it still hasn't improved.

[#2]

Hi @rebellamy420,

I'm sorry to hear that's the case. When was the last time you had the chance to test the line on your end of things? We've run some tests this afternoon and we haven't detected any issues, with the speeds now appearing to be above the MGALS.

[#3]

Hi I tested them after the email at around 3pm and I've tested them a few times again. It's always under 60mbs.

[#4]

Hi @rbellamy420, thanks for getting back to us. I can confirm when testing your connection from this side currently we can see 64Mbps download and 18.8Mbps upload reaching your router currently. Although this looks to be close to the estimates we have for your line, it's still below where we'd expect the speeds to be.
In which case, I've updated the fault on your account which requires your attention and can be seen here.

Please give us a nudge on here once commenting on your fault ticket with the required information as we'll be happy to pick this up and progress this issue further for you.

[#5]

Hi sorry about this but for some reason I can't open the ticket information.

[#6]

Hi @rbellamy420, thanks for getting back to me. It looks like you may have accidentally closed down the fault ticket when checking this side. I've re-opened this for you so comments can be added your side and the ticket can be seen here:
https://www.plus.net/wizard/?p=view_question&id=218021057
If you're still having toruble trying to access then I'd suggest logging into the member center first of all and then on a separate tab copying the ticket link in to see if this helps. 

Let us know how it goes and once you've commented on the fault ticket.
 

[#7]

I've been with plusnet for a while now and my contract is up for for renewal in March but I'm not happy with the service I'm getting. Nearly everyday my wifi drops and I have asked on before, I sent numerous screenshots to prove it but I got told there was nothing wrong. I was going to change supplier and I'm still thinking about it. I was talking to someone who thinks I might just need a new router as the one I'm using is old. I'm currently on Unlimited Fibre Extra so I was wondering if I renew, am I able to get a new router?

[#8]

If you re-contract then you can usually get a new router (may have to pay p&p of 6.99 though)
However if there's an issue with your actual connection a new router won't solve that.

Is it your wifi that's dropping or the actual broadband connection?

[#9]

Also which router gave you got at the moment? What’s the evidence that this is a router WiFi issue … and not something else in your setup? Unless there is clear evidence that the current router’s WiFi is suspect (rather than something else or your environment) you are looking at a big expection failure … no matter how you decide to move forwards.

[#10]

@rbellamy420 

Reading your past posts it looks like a fault ticket was awaiting your input last September. Did you ever follow this through to a conclusion?

In answer to your question, you need to ask for a Hub 2 when you recontract. Ring the Customer Options Team to renew on 0800 013 2632 and if you ask they will sort it. This number is normally answered quite quickly.

[#11]

@Baldrick1 

Given that the last episode of "not getting the speed I expected" was not concluded, for the continuance of informed support, might this topic be merged into this one - https://community.plus.net/t5/Fibre-Broadband/Not-getting-minimum-speed/m-p/1829520#M126952 - please?

There is little point in discussing here the merits of changing the router out of concerns over WiFi performance if there are underlaying line concerns ... and in the face of past reports that the WiFi connection performed better than an ethernet connected device.

[#12]

Moderator's Note

Topics merged

[#13]

Moderators Note

This topic has been moved from older locked board. 

[#14]

"Reading your past posts it looks like a fault ticket was awaiting your input last September."!

Wouldn't last September be 2022 and not 2021?

[#15]

Looking back at the entirety of the history here, the following points stand out...

1. The router stats posted earlier on report
   1. A sync speed of 57mbps
   2. A max speed of 66mbps
   3. A SNRM of 6dB
2. Plusnet reported a current sync speed of 64mbps
3. The diagnostic process was not completed

The observed sync speed has been highly variable and the difference between actual sync speed and the maximum rate is significant ... whilst the SNRM is at the optimal level of 6dB.  Something is a miss here, which will not be resolved by looking at WiFi / router replacement.

@rbellamy420 

Can you please keep doing QLT tests - this is looking like an intermittent issue - you have certainly seen variable speed.

Is the router plugged direct into the master socket without any telephone extension leads?

Are there any extensions wired off the master socket?

Are there any powerline adapters in use?

Can you please post contemporaneous router stats.

Are you still using the Plusnet Hub One please?  If yes, can you download the BTHH5a version of router stats (see the link below) set that up to sample at 10 second intervals, plot 720 points per graph and run 24x7.  Please report back on the SNRM plot.  Is it a flat line, is it fuzzy, are there any spikes.

Also what firmware level is the Hub One on?

It would be worth running the automated broadband fault bot - see the link below.