Connection Speed Query

[#1]

Good Afternoon,

My download speed seems to have dropped a fair bit in the last few months and upon logging into my Plusnet account I noticed that my Estimated Download Range: 32 - 36Mbps is quite a bit lower than it used to be and to what BT suggests it should be.  (BT Speedtest and Broadband Checker attached)

Any advice would be greatly appreciated.

Thanks

[#2]

@bigdog1965 First question - are you paying for Unlimited Fibre or Unlimited Fibre Extra? Apart from not reporting any upload at all - which I suspect is a BTW speed test error, that report shows a D/L speed of 34.99Mb/s which although possibly a bit low for the profile is still good.

[#3]

I have Unlimited Fibre Extra.  I only query as the estimated range in my Plusnet Account until recently was higher and I was given an estimated speed of 65Mbps to 80Mbps when I signed up for the contract in September. 

Thanks

[#4]

OK, in that case I suspect there is a problem, most likely in the BT/OR network. The 'guide' below may not all apply to you, but follow it anyway, and then Community members (and PN Help Team staff) can advise.

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection. Please report the 'ADDITIONAL DIAGNOSTICS', and sight of the HELP DESK tab from your Hub would be a start.

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 phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

[#5]

@bigdog1965 

It looks like your download has been banded. Hopefully a Plusnet staffer will come along and check. The 20Mbps upload confirms that you are on the fibre extra service.

[#6]

@Baldrick1 Missed the upload figure.

Might still help if the OP follows my suggestion above, though.

[#7]

Hiya @bigdog1965,

Thanks for getting in touch and bring this to my attention. I have run a test and the line is indeed banded, so I have sent off to have this removed and you should see an improvement in 72 hours.

I have also asked our faults team to check the speed at that time and to update you here.

Feel free to drop us a message if you would like us to update you at that time or if you need any further help.

[#8]

Hi @SammyM ,

Has there been any update on this?  I haven't seen any improvements on my end yet and there has been no further posts from your faults team on the link you provided.

Many Thanks

[#9]

Hiya @bigdog1965, thanks for getting back to us. I'm sorry you haven't yet had an update!

The unband request was sent off on Friday and can take up to 72 working hours so we'll need to check back tomorrow to see how things are and take it from there for you. 

Feel free to give us a nudge on here tomorrow and we will take a further look for you.

[#10]

Hi @LaurenB,

Whoops!  Sorry about that, forgot about the weekend!

Unfortunately, there still doesn't seem to have been any change on my end.

Many Thanks

[#11]

Hiya @bigdog1965, thanks for getting back to me. I'm really sorry that there's been no improvement.

I have now updated your fault ticket with the next steps for you. If you add a reply just give me a nudge on here and I can get that picked up for you.