How to log a fault with download speed?

Devon_Mark · ‎18-10-2019

EDIT: Please ignore this. I've rebooted again and I'm now getting >140 down...very strange

Hi all,

Last week I had full-fibre 145 package installed. I have email from PN giving me an estimated speed 145-160, but I'm only getting 65-75 down, which is waaaaay off the estimated speed. (Getting approx 28 up).

How do I log a fault call with PN?

Thanks

Mark

Mr_Paul · ‎07-06-2022

How are you testing the speed, by WiFi or with a PC connected to the router with an ethernet cable?

***EDIT: Didn't see that you had already resolved this!

Townman · ‎22-08-2007

@Devon_Mark wrote:

EDIT: Please ignore this. I've rebooted again and I'm now getting >140 down...very strange

Not overly strange, especially if you have a fixed IP address.

There is a real likelihood that (being keen to play with the new toy) speed tests run soon after the ONT is connected will still pick up the FTTC speed profile. This will not be updated until after the order completes within Plusnet's systems AND the router subsequently reconnects.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.