No speed increase after upgrade to fibre

[#1]

Hello

We have recently upgraded from copper internet to fibre, but our speeds are identical (~4 mbps). When can I expect to see the minimum speed (quoted at 26 mbps)
Thanks

[#2]

@Roachbank Welcome to the forums. Have you had confirmation that the upgrade has completed? Which Hub do you have?

[#3]

Thanks for your post @Roachbank and welcome to our Community Forums.

I can see your fibre order's not yet completed, but it should do tomorrow before midnight.

Can you let us know how it goes?

[#4]

Thanks,

I’m using the new router plus net sent when I upgraded. The speed test is now showing 13 mbps. Maybe tomorrow it’ll be higher still
Cheers

[#5]

I’ll let you know tomorrow if things improve further, but it has increased a little now

Chers

[#6]

I was just posting:- If it hasn't reached the minimum guaranteed by tomorrow, post back and we can investigate.

[#7]

Morning @Roachbank, how are things looking this morning?

[#8]

Hello!

Speed was still the same, around 13, this morning. My plan was to fire up the laptop and connect directly with a cable and re check tonight, I’ll post again once I have that result
Cheers

[#9]

Thanks for getting back to us.

I have just ran a quick test on the line and this does show that the sync speed (15.1mb) is currently running a little below your minimum guaranteed. I would advise monitoring this for a couple of days just to give chance for the line to settle but if there's no improvement, please get back to us so we can assist with progressing this further for you.

You can also log a fault here:  https://faults.plus.net

[#10]

So after a few days it’s hovering between 15 and 16, which is good enough for me

Thanks everyone for your help

[#11]

@Roachbank  It wouldn't be good enough for me if you have been quoted 26Mbps as the estimated speed, you really should get Plusnet to investigate why it is so low, but that is entirely up to you of course.🤔

[#12]

Hi @Roachbank,

Thanks for getting back to us. I've run another test on the line today and I can see that you're currently receiving a downstream sync speed of 17.6Mbps, which is above your minimum guaranteed speed, but not by a whole lot. For reference, your minimum guaranteed speed is 16.3Mbps as calculated based off of the line speed estimates at the start of the current contract. Whilst this isn't technically a fault, it may still be worth carrying out some further troubleshooting, as I can see there had been some connection drops last week. If the speed or the connection seems to worsen in anyway, my biggest recommendation would be to set the router up within the test socket in the property, to see if this stabilizes things. For reference, we have a guide on this here. To be honest, it may be worth doing this as a matter of course at this stage anyway, as it may improve the overall line connection.

I hope that this has helped, but if you have any further queries that you'd like to raise then please don't hesitate to get back in touch and we'll be more than happy to assist.

[#13]

So I’ve just plugged into the test socket as suggested and the download speed shoots up to 26. Is it ok to just use the test socket, or is there another face plate through which I can access the test socket?

[#14]

I'm glad to hear that there's been such an immediate improvement in the test socket. You could just leave the router setup like that and it won't negatively affect the broadband connection, though it would mean any extension phone sockets in the property wouldn't work as intended. For the time being it may be worth leaving things setup like this over the next 2 or 3 days to see if this is a permanent improvement, but if you do want to move things back to the way they were before, you'll need to replace the master socket faceplate as that's the most likely cause of the problems you've been experiencing.