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Download speed maxing out at 73Mbps

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pb52
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Download speed maxing out at 73Mbps

My upgrade to full fibre took place 2 days ago.

 

The upload speed immedaitely jumped to ~50Mbps.  The download speed moved from 50Mbps to ~74, and there it has stayed

 

I have received the email saying the new service provision is complete but when I log in to my account there are messages everywehere sating that a service change is in progress.

 

I am not using the Plusnet router.  I have an almost brand new Synology RT6600ax.  No config changes were needed to connect to the full fibre intead of the FTTC.  I have conducted speed tests using a number of providers and the results are the same.  My PC has a gigabit NIC and is connected via CAT 6 and a switch but even if I direct connect it to the router, the speed does not change.

 

I realise the stability period is only 2 days old.  Should I expect it to stay this low though?  Could I not expect some improvement by now?  And if the switch is complete, why does my account say it's still in progress.

 

I routinely download video files of 1 - 2 GB for editing, which I why I opted for full fibre

26 REPLIES 26
bmc
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Re: Download speed maxing out at 73Mbps

@pb52 

Sounds like the profile on your account hasn't been upgraded for some reason. You should be getting near your chosen speed.

 

Either phone PN support or wait for a staffer to pick up this thread.

 

Brian

RealAleMadrid
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Re: Download speed maxing out at 73Mbps

@pb52  Has similarities to this thread .....

https://community.plus.net/t5/Full-Fibre/FTTC-to-FTTP-900-Still-on-FTTC-speeds/m-p/1900934#M19898 

Although both the download and upload speeds were low in that case perhaps @bobpullen  could have a look.

bobpullen
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Re: Download speed maxing out at 73Mbps

@RealAleMadrid - I doubt it's the same cause as the increased upload speed is being realised here.

The product change has not completed at our side which may or may not have a bearing on things. I'd force the account change through but I'm not 100% on the correct way to do this and don't want to break anything. One of the Social Team or @Gandalf might be able to help.

I can see an engineer has been booked to attend next week. I could be wrong, but I'd be very surprised if the issue is something an engineer needs on-site access to fix.

Bob Pullen
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pb52
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Re: Download speed maxing out at 73Mbps

Yeah, the engineer booking was the result of my calling Support.  They tried to run tests but they wouldn't run.  Hence engineer.

One thing I neglected to mention before, I have a static IP.  That has carried over.

I've also bypassed the ONT to router Cat 5e cable with a Cat 6, in case it was that, but the speed test results were identical.

The actual download speed I'm seeing eqautes to the advertised speed for the old FTTC connection.  I suspect there's an old cap still in place.

bobpullen
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Re: Download speed maxing out at 73Mbps

@pb52 - I've dropped you a private message with something to try. Let me know how it goes.

Bob Pullen
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pb52
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Re: Download speed maxing out at 73Mbps

If someone could force through the product change before Tuesday, then I could cancel the engineer visit.

 

Is that possible please?  Pretty please? 🙏  No point having an engineer come here if there's no need

Gandalf
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Re: Download speed maxing out at 73Mbps

I’ll take a look for you when I’m next in the office Monday morning, if no-one from social is able to pick this up beforehand (They’re pretty busy atm)

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
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pb52
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Re: Download speed maxing out at 73Mbps

Thanks Gandalf

 

With @bobpullen's help we have got the download speed up to 129Mbps but that's only 43% of the contracted speed on a gigabit NIC PC connected direct to the router with Cat6.  So, something's off

bobpullen
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Re: Download speed maxing out at 73Mbps

@Gandalf thanks.

We've made some progress. Test PPP credentials connected at a higher speed and since reverting back to @pb52's normal login details, the same speed uplift has persisted.

Still about half of what we'd expect though.

Edit: posts crossed.

Bob Pullen
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Gandalf
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Re: Download speed maxing out at 73Mbps

@bobpullen cool. If you feel comfortable doing this and have the right permissions, assuming the broadband order is completed, try cancelling the scheduled product change and click through the instant product change tool instead. The correct discounts will then need to be manually applied through the ‘easy retentions tool’. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
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pb52
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Re: Download speed maxing out at 73Mbps

@Gandalf I don't think the order has been properly completed because my dashboard is liberally sprinkled with warnings that I can do <whatever> because an order is already in progress

 

Paul

bobpullen
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Re: Download speed maxing out at 73Mbps

@pb52 - the broadband order itself is complete. I've checked the configuration of your service via our supplier systems to confirm as much. The only thing that isn't complete is the change to your billed account/service at our side. This is irrelevant as far as your speed issue is concerned though. The test account credentials I shared with you are not subject to the same discrepancy and you still have a problem when using those.

Bob Pullen
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pb52
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Re: Download speed maxing out at 73Mbps

So it sounds as though I might need that engineer visit?  Faulty ONT?

bobpullen
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Re: Download speed maxing out at 73Mbps

Fix

Well, the engineer appointment is still booked in. If I'm being honest, I'm still not 100% convinced though. Would be a very peculiar way for an ONT to 'fail'.

I did PM a few other suggestions that you may or may not have yet tried.

  • Do you have a capable Wi-Fi 6 device, and if so, are the same speed issues evident when situated close to the router and connected over Wi-Fi 6?
  • Have you tried using both the GIgabit and Multigig WAN ports on the Synology router to connect to the ONT?
  • Have you ensured that all QoS settings are disabled on the Synology router?
  • Have you replaced/tried alternative ethenernet cables in all parts of the chain?
  • You can also try bypassing the router entirely by setting up a direct PPPoE connection on your laptop and plugging it directly into the ONT as per the instruction here (there may be a better guide but this is the first I came across after a quick Google search). You should also be able to confirm the ethernet rate between laptop and ONT in this configuration.

If none of that bears any fruit then I guess we'll have to see what the engineer finds. Personally I'd be asking them to prove full-speed connectivity via a router though if they say nothing is wrong.

Bob Pullen
Plusnet Product Team
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