Download speed maxing out at 73Mbps

[#1]

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

[#2]

@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

[#3]

@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.

[#4]

@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.

[#5]

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.

[#6]

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

[#7]

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

[#8]

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)

[#9]

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

[#10]

@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.

[#11]

@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’. 

[#12]

@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

[#13]

@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.

[#14]

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

[#15 · Accepted solution]

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.