Fibre Extra EXTRA!!

[#1]

Hello everyone, I recently reported what I thought was a slow download speed compared to that I signed up for (no reply as yet). I’ve just done a couple of speed tests using the BT speed tester and got these results. Is this just a glitch in the system or is my connection now turbocharged lol.

thanks in advance for any help.

David

[#2]

@David-26 Are you on a 40/10 or 80/20 connection? The 150Mb/s result is obviously garbage, the other one is possible if you are on 80/20 and fairly close to the cab - although the upload looks a little low.

[#3]

@David-26 

‘‘Tis is an old chestnut. It’s a glitch on some  Ipads and perhaps other devices. My IPad reports 262 Mbps. If only!

Try a different speed tester.

[#4]

Hello John

thank you for prompt reply. I am on 80/20 package afaik. I received an email last Friday with details of my account as follows

Estimated peak time speeds:

Download: 55 - 72Mb Upload: 16 - 18Mb

These are the speeds your line is capable of at peak times.

Current line speed: 43.4Mb

This is a measure of the actual line speed you are now receiving based on the product you have taken.

Minimum Guaranteed Speed: 50Mb

This is the minimum speed you should expect to achieve on your line. When I sign into my account the figures are completely different 38-41 download, 12-14 upload, MGS 31.8 current line speed 43.4 These last figures prompted me to use the troubleshooter and see if there a speed problem.

[#5]

@David-26 I would ring in, hope you get a clued-up adviser, and ask them to explain what is actually happening with your connection. Unless @Baldrick1 can spot something I can't, that communication does not make sense.

What does BT Broadband say (a Screenshot with the phone number hidden) would be best.

[#6]

@jab1 

See here: https://community.plus.net/t5/Fibre-Broadband/Fibre-Extra-EXTRA/m-p/1844879#M129956

@David-26 

Are you testing over wireless? If so you need to test using an Ethernet cable connected directly between your hub and a computer.

If it's still bad you should take the front off the BT Master Socket, you may need to remove two screws. In behind you will find the test socket. Plug your filter in here and do the wired speed test again.

Let us know how you get on.

[#7]

Here’s the screenshot John, hope it’s ok. Will give support a call when you’ve has a look.

many thanks for your help

[#8]

@David-26 

Follow @jab1 instructions by all means. It looks like it is a network problem from these results. They will probably tell you to take the front off the master socket and test from there as I have already suggested.

[#9]

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@Baldrick1 wrote:

@jab1 

See here: https://community.plus.net/t5/Fibre-Broadband/Fibre-Extra-EXTRA/m-p/1844879#M129956

---

Yep, saw that, but it looks like a confusing email from Plusnet, to me, and the max. observed on the BTW report is below the Handback Threshold.

@David-26 I would definitely ring PN and ask them what the situation is. Do you have a desktop/laptop to do a wired speedtest on?

[#10]

Hello John

results from wired connection in bt test socket attached… (been delayed by school run )

David

[#11]

@David-26 Raise a fault at faults.plus.net  As @Baldrick1 says above, this is a network problem which needs Plusnets attention.

[#12]

Hello John

I did report the speed problem on 30 November ref 220063914 and am waiting on a response from the Support Team

David

[#13]

Thanks for your post @David-26

I'm sorry to see you're having speed issues. I've tested your line tonight and the tests aren't showing any issues, but I can see your speed's definitely below where we'd expect. 

To investigate further, could you respond to the support ticket I've created on your account Here with when you'll be available for an engineer visit? If you can post back once you've done so, I'll make sure we book the engineer as soon as we can.

With regards to the ticket 220063914, from what I can see we haven't picked this up as there were additional steps at faults.plus.net you'd have needed to carry out first before the troubleshooter ticket is passed to our faults team. 

Not to worry though, feel free to close that ticket or let it expire by itself as we can progress things on the ticket I've made.

[#14]

hello Anoush

Thank you in advance for your help with this matter.

i am available for an engineer visit any time in the next two weeks other than the morning of Monday 13 December.

best regards

David

[#15]

@David-26  Have you replied to the ticket 220218355 that @Gandalf raised in message #13. for security reasons you need to state your availability for an engineer visit there, rather than on the forum.