Unlimited Fibre down to 9mb

[#1]

Hi,

unlimited fibre now down to 9mb download

Your broadband service

• Product:  Unlimited Fibre
• Estimated Download Range:  8 - 9Mbps
• Estimated Upload Range:  3.5 - 4Mbps
• Minimum Guaranteed Speed:  7.7Mbps
• Current Line Speed (Download):  40Mbps

can anything be done please?

BF

[#2]

@Bloodfish Sounds like you have a major issue there. As staff response is lacking maybe we can advise - can you please provide the details requested below?

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.

[#3]

Moderators Note

This topic has been moved from Full Fibre to Broadband 

[#4]

Hi 

thanks for the direction (will update when I can)

Also why has this been moved to broadband I thought I was on on unlimited fibre?

[#5]

No problem - I'm around until ~9PM. It has been moved to broadband as you are on Fibre To The Cabinet (FTTC), not Fibre To The Premises (FTTP or Full Fibre)

[#6]

@Bloodfish 

All copper based services, that’s ADSL, Fibre and Fibre Extra are referred to as Broadband on this forum. Full Fibre is the new Fibre to the Property (FTTP) service.

Edit

@jab1  types faster than me.

[#7]

Did a line test and it sounded like someone frying chips - I have reported a fault on the line / thanks for now.

P.s. where are my broadband connection details in my account area they don’t seem to be there anymore they used to be here


https://www.plus.net/member-centre/broadband/connection-details

[#8]

Good - a line fault is often easier to sort than a broadband one - let us know what happens. Which connection details do you mean - sorry, as I'm no longer a PN customer, the details I can access are a little restricted.