Recently upgraded / slow speeds

[#1]

Hi,

We've recently renewed and upgraded to fibre unlimited. It's been over 14 days now and our speed is hitting below average download. I've done a line test and there's no noise and reset. Also started using a new hub 2 router from Plusnet

Is it possible I'm on a different profile, or that the DLM needs a reset?

Cheers

[#2]

@moggies2 Hopefully one of the Help Team will pick this up but:

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.

[#3]

Hey there again @moggies2 

I've just checked the line and there is an Earth contact on there so I have raised it to Openreach. It should be fixed within a few days. I will check back on Tuesday for you.

[#4]

Ok, so maybe that would explain the slow speeds and my hub 2 router saying I should be getting better speeds.

Do I have to do anything when Openreach look into this? As in do they need access to the property?

[#5]

At the moment it is all external but if they need to come in, I have given them your number to call you