New Customer

[#1]

Hi everyone!

I am a new customer, I transferred over from BT today.

I have full fibre, and I am connected via ethernet.

My current speed (I am on the 900 package) is showing as 450 maximum, with an upload of 110.

Is this normal for the first few days connected, or should I report this as a fault?

(My minimum guarantee is 500).

Thanks!

Phoenix

[#2]

@phoenix1605 Where are you seeing these figures?

[#3]

Hey,

I am running a speedtest.net via ethernet

Phoenix

[#4]

If you are connected via Ethernet, you should, in theory, see the full speed, or very close to it. Are there any other devices in use at the same time?

[#5]

Hi John,

Just this 1 PC.
Ethernet was allowing 950 on previous connection provider so I know the cables etc are all ok.

I am wondering if to leave for a few days and see if its a settling issue for the transferred connection?

Phoenix

[#6]

@phoenix1605 The only thing I can think is that PN have set you on the wrong profile, but I'm no expert on this - if you are on the 900 profile, then you should expect the full speed from the start.

@MisterW  - more your area, I think?

[#7]

@phoenix1605 

I'm not technically minded but from a post just made on another thread it appears your account has been provisioned correctly as you are getting 110 up (which is around what FF900 expects).

Brian

[#8]

Hi Brian,

yeh I saw that as well (due to upload being what it is).

Phoenix

[#9]

@bmc  this ?

[#10]

Hi again,

Because the upload is 110, this shows the profile is right, so no idea whats going a miss.

Thank you for trying to help and asking others... I really appreciate it, and hope I can join helping others in the future too once I have mine sorted 🙂

Phoenix

[#11]

Because the upload is 110, this shows the profile is right, so no idea whats going a miss.

@phoenix1605 normally you are correct but I've seen instances where OR manage to get the downstream profile incorrect and the upstream correct.

There is no settling period for FTTP so its not going to improve in time.

I'd suggest just checking with other speed testing sites (including the BTw one - if its working!) and if they all show the same then report a fault. Don't let them fob you off with 'its in the settling period'.

[#12]

Thanks so much. So far all sites are reporting the same thing.
Unfortunately, I am using a BT 2 router as my plusnet router is waiting in a delivery office round the corner for me to collect on Thursday, and so customer service say they cant run tests.
So I will have to wait until then before I can report it, as they are refusing.

Thanks,

Phoenix

[#13]

@phoenix1605 

If you have a laptop or a PC, that you could connect it's ethernet port directly to the ONT (instead of via the router)

you should be able to go in to the network settings, change the connection type to "PPPoE", enter your Plusnet account credentials, and have that one device connected to the internet.

Running speed tests directly on the ONT, will eliminate any question of any bottleneck caused by the router and one of the ethernet cables.

.

[#14]

Unfortunately that hasnt changed anything...

I believe I am incorrectly on a 500 download profile instead of a 900 one.

I will call CS and update what the outcome is.

Thanks so much

Phoenix

[#15]

"I'd suggest just checking with other speed testing sites (including the BTw one"

From what I've seen it is now this - https://fast.com/#