Speed capped to 39.99

[#1]

I've noticed that since our contract renewal, our speed is now capped to 39.99 mbps. We could usually achieve 5 or so more than this. Is there anything that can be done?

[#2]

@sweeep1963 Are you on Unlimited Fibre, or Unlimited Fibre Extra?

[#3]

We are on Fibre Extra

[#4]

OK. Can you post the result of https://www.broadbandchecker.btwholesale.com/#/ADSL - hiding your phone number, please?

[#5]

Sure, here it is: 

[#6]

You should be doing better than that. Sorry for asking for more detail, but can you give us the detail from

the broadband connection status from your Hub (with the 'Username' obscured)

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

[#7]

No worries. Unfortunately I'm not using the Plusnet Hub at the moment and am unable to view modem stats as the setup I had allowing me to do that was causing issues. The 39.99 sync reported on dsl checker seems in keeping with the real world speed tests I'm getting though.

[#8]

What setup do you have - there must be some detail somewhere. Without more information.there is little I can suggest, but it appears you have been capped for some reason.

[#9]

I just have a modem & router combination but at the moment no cable plugged into the modem to give stat reporting. I'm absolutely sure we have been capped ever since the contract renewal so ideally need a member of staff to help out.

[#10]

OK - which modem, which router? Staff response over the W/E is extremely slow - and not much faster during the week, but if you don't want Community help, just say so.

[#11]

It seems to be capped at 40 so if you leave it with me I will get this sorted @sweeep1963 

[#12 · Accepted solution]

Ive reset it so give it 24 hours and then do a reboot and see how it goes from there

[#13]

Brilliant thank you, the speed has already gone up

[#14]

Awesome glad to hear it. Do you need anything else at the min?

[#15]

No that's all. Thanks again for sorting that!