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

[#1]

So it is your 'accountname' - sorry, it is getting late and trying to read your mind is hard work. 😉

[#2]

Yes it is my account name?

[#3]

Well that worked OK, thanks for that.

Re the master socket, if you are using a micro filter this suggests you have an old Master Socket. Do you have any extensions? Are you able to put the router in the test socket - undo the two screws on the Master Socket to reveal the test socket? The post the Help Desk page again.

[#4]

OK - I think in that case this issue requires Plusnet staff intervention because those two bits of data don't tally, and they should - or at least be much closer.

[#5]

Good thinking, @Mustrum 👍

[#6]

Hello @CharlieF1997

Thanks a lot for reaching out and I'm really sorry to hear that you're having problems with your broadband speeds. I've just tested the line which has uncovered a phone fault. This is likely the root cause of your broadband issues. I've raised this matter with Openreach and we're hoping to have this resolved by 21/09/2021.

I've created an open fault ticket on the account which you can both view and comment on for direct communication with our Tech Support Team.

[#7]

Sorry I should have already said that the face of the master socket has already been removed and the micro filter is plugged into the test socket and has always been in the test socket? I carried out another speed test on Speedtest.btwholesale with my laptop connected via ethernet and the results were a little different I am now getting -
Ping 29
Download 16mbps
Upload 8mbps

[#8]

Have you read @adam945 's reply above yours?

[#9]

Yes I did see it does that mean it’s not interference that is causing this and is due to a fault on there end?

[#10]

It means there is a fault in the BT network, which is most likely the cause of your problems.

[#11]

Ok thank you for your help anyway and sorry it’s dragged on a bit I’m not that bright when it comes to broadband 😂

[#12]

No problem - I've been working with computers since before they were used in the home, so forget  sometimes that others don't have the depth of experience. 😉

[#13]

Hello @CharlieF1997

As this post popped back onto my feed, I thought I'd have a look at the fault even though I'd only raised it this morning. Looks like an engineer has already been out to assess the situation and unfortunately, has advised that underground work is likely required. This involves submitting an A55 to the local authority for dig work, so this issue MIGHT be quite prolonged.

I've updated the support Ticket which our Team will review again on or just after 21/09/2021 and will provide a further update. Apologies for any inconvenience caused here.

[#14]

Thank you for getting back to me about this problem and yes a engineer has been out previously when I was with a different internet provider and they said the fault was due to a wired alarm system in the property so they disconnected the alarm system and charged us for doing so and we still had terrible internet even after the disconnection of the alarm system, also the landline phone was working up until I asked to get back the old landline phone number that we have had for years so I don’t understand how that has stopped working all of a sudden as it has worked the whole time up until receiving the phone number back.