Slow speed- half the speed we used to get.

[#1]

Hi. we have been experiencing slower speeds than normal. its been going on for a few day. Our normal download speed is over 30 mbs bit it has dropped to below 17 consistently for a while.

This coincided with a drop out and has not recovered to our normal speed. Its a bit unusual as we are normally so consistent and its very, very rare to lose connection.

There are no problems what so ever with how the broadband is working apart from the slower than usual speed.

The router has been reset and turned on and off again but it has not changed the speed back to over 30 mbs.

Thanks in advance. Kev.

[#2 · Accepted solution]

Hiya @Kevstar, I am sorry for the issues with your service and for the delay in picking up your post.

Testing your line today has detected an external phone line fault which is the likely cause of the issues you're seeing. I have now raised this to our suppliers for further investigation and we can expect to have further updates within 48-72 hours, though it may be resolved before then.

I am very sorry for any inconvenience this causes in the meantime.

I have created a fault ticket here: https://www.plus.net/wizard/?p=view_question&id=219246905 where you can monitor for updates.

Should you need any further support in the meantime, please just get back to us.
 

[#3]

Thanks Lauren. That's great.

I'm very happy with your response and the estimated time scale on a possible solution but understand if it turns out different to what has been estimated.

We are very happy with our service and as a rule its spot on apart from this minor blip. If it gets rectified I will up date this thread and also if it doesn't.

Many thanks, Kev.

[#4]

Just an update. It has been fixed already. We are not quite up to speed yet but it has been explained that it might take a while. The speed is back to 27 mbs so not far from our minimum guaranteed.

Well done PlusNet, super fast fibre and super fast solutions

[#5]

Thanks for getting back to us @Kevstar, I am pleased an engineer has already been out!

I have retested the line today and all is now looking good from our side so hopefully you should see the speed on your side improve too. Just monitor this over the next couple of days and let us know how things go!

[#6]

Thank you. Speed is now where it should be at about 32 mbs.

Happy customer.

[#7]

Excellent! Now that's what we like to see Kev

Let us know if you have further issues or there's anything else you'd need help with.