Unlimited fibre extra issues

[#1]

I've recently signed up for unlimited fibre extra , my previous ISP was shell broadband and I was getting around 30mbps....I do a lot of gaming and was hoping that upgrading would cut down on game downloading time....on buying I was told I'd get between 40 and 66 mbps, I've had it up and running for 3 days and I'm getting between 3 and 5 mbps....I phoned up and complained but was told the speed will change over the next few day When I've signed up to other isp's in the past I usually get near the sort of speeds I'm going to get...this seems way off....has anyone else had this problem, does the speech really increase in a few day , I'm very sceptical at the moment .

[#2]

@Adrian1971 Welcome to the forums. I assume you are using the Plusnet Hub2, in which case if you supply the information requested below, we may be able to advise.

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]

https://ibb.co/0DLhTX4
https://ibb.co/whr6ypT
https://ibb.co/qM5G4Zx
I'm trying my best to get the info.....

[#4]

https://ibb.co/NZ26fbp

[#5]

Cheers @Adrian1971 That is not the data we need, if you could supply all those bits as requested in my original post, as actual pictures in the post, it would help.

[#6]

@Adrian1971 You are doing this on a phone - screenshots from  a desktop/laptop are much easier to read, especially if you post them within the reply, not sending us elsewhere to find them.

[#7]

Sorry I don't know how to put the pics directly in the post ....
Regards
Adrian

[#8]

Adrian, so long as you are using a desktop/laptop, which I assume you have if you are a gamer - when replying, click the icon to the right of the 'smiley face' and follow the prompts.

[#9]

Post 4  shows some serious problem with slow sync speeds and very high noise margins.

@Adrian1971  are you connected directly tomthe master socket ?

Is it a filtered faceplate ?  Or are you using a filter.

Are there any other sockets in the house

Have you tried a quiet line test 17070 ?

[#10]

Agreed, @MisterW , but by the time I've clicked, read and gone back, I've forgotten what I looked at, which is why I concocted what I thought was an easy procedure to follow.

[#11]

Yes I am connected directly to the master socket ,it's not a filtered socket but I am connected through a filter ,its the only socket in the house , I did the quiet line test and I can hear some very faint low , static sound but I am using a cordless phone as its all I have . Thanks for your help.

[#12]

In that case, unless @MisterW has any other thoughts, I suggest you report a Broadband fault via https://www.plus.net/help/report-a-problem/broadband/ , but it will not get picked up until after 8AM tomorrow.

[#13]

@jab1 s correct, raise a fault. The only problem may be that in the so called ;trainig period' Openreach may not accept a fault, but the speed is so low ...

[#14]

And the SNR figures are so high...

[#15]

Thanks both i appreciate your info , I spoke to someone on the first day I was connected but got fobbed off with "this is normal ,the speed will increase over the next week ? I will phone again and complain, even my Disney plus is buffering...