I am not getting the minimum guaranteed speed for my fibre extra broadband?

[#1]

Hi, I have recently bought the fibre extra broadband package and I am having problems with the speed, I was guaranteed 50mbps down but I am only getting 13mbps and I cannot figure out why it’s so much slower than what I was guaranteed. I changed from talk talk because I was only getting around 13mbps when I should have been getting about 38mbps can anyone tell me if this is a problem on my end or on the line coming in?

[#2]

@CharlieF1997 welcome to the forums. How long have you been with Plusnet?

[#3]

I have only been with plusnet for a few days but I was told that the 10 day period to settle the internet doesn’t really matter with fibre broadband? I don’t know if that’s true but I just thought it’s coincidental that my old talk talk broadband was averaging 13mbps when it should have been much faster.

[#4]

OK. Assuming you have the Hub1 router, just as an initial check , could you post the details from the Help Desk tab -if you know how to get to it?

[#5]

If you were only getting 13Mbps with Talk Talk moving suppliers will not fix a problem with your line or setup.

As well as the Help Desk tab @jab1  has asked for, how is your phone line - dial 17070 option 2 - it should be quiet?

Do you have a filtered Master Socket?

Are you plugged into an extension?

What speeds is the line capable of, post the results of the BTW DSL Checker, hiding your phone number.

[#6]

I have got photos of the information you want but I do not know how to add the photos on my phone as there isn’t a option to add attachments?

[#7]

I cannot test the line with my home phone at the moment as it’s in the process of getting the old number back so isn’t working as we speak.

[#8]

You can still test the phone line for noise - changing the number will not make a difference.

There is an icon that allows you to add pictures when you post - along with others for links, emoji's and videos.

[#9]

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@CharlieF1997 wrote:
I have got photos of the information you want but I do not know how to add the photos on my phone as there isn’t a option to add attachments?

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Do you not have a desktop/laptop? - I think there is a way of adding them on the mobile site, but don't what it is, as I never use it.

[#10]

@Mustrum - thanks for your input, as always, but I thought I'd start where I always do and go from there.😉

[#11]

No problem @JAB, I thought I would just jump in!

Also thought I would try and reply on my phone.
Still trying to work out how to post pics with a phone!

[#12]

@Mustrum I think it can be done by requesting the desktop site - from something I read a long time ago, but I would never try it - too clunky and the screen is way too small. 😀

We'll have to see what the OP replies.

[#13]

I have tried to copy and paste the image I don’t know if this will work but I will give it a go, if not I will write the results in a comment.
Also I will try to test the line on a moment in relation to the other comments my router and phone are plugged into a micro filter in the master socket.
https://community.plus.net/t5/media/gallerypage/image-id/34366i2874E11B4A0D9FFF

[#14]

@CharlieF1997 Thanks for those pics. Not very easy to make sense of the help desk one, but one line you didn't include was the one showing the connected user - does it say your 'accountname' or 'setup' in that field?

[#15]

Yes it does I just assumed it wouldn’t need to be shown?