Slow speeds

[#1]

I’ve recently joined plusnet after moving house but the speeds I’m getting have been somewhat disappointing.

initially my speeds were between 1 and 12Mbps. After an engineer replaced my master socket it’s now a steady 12 but won’t go any higher.

The router’s plugged into the new master socket and I’ve run speed tests using Ethernet.

Any thoughts would be appreciated.

[#2]

[#3]

Is your username  and password correct, or is it showing as 'setup@plusdsl.net' in your router?

[#4]

Username and password set to my values

[#5]

Ok, that rules that that out. Any chance of posting a screenshot of the Help Desk Page?

[#6]

Which page is that?

[#7]

Which Hub have you got?

[#8]

Hub Two

[#9]

A picture paints a thousand words:

[#10]

[#11]

I would report a fault at https://faults.plus.net

[#12]

Hi there, 

I'm really sorry to see you're having speed issues at your new house. I can see the engineer we arranged was from a company called Qube and they resolved a wiring issue by fitting a new master telephone socket, but I've tested your line today and the tests are still definitely showing a problem, so I'd like to call out Openreach to take a closer look.

Could you reply to the ticket we've logged on your account Here with when you'll be available for a further engineer visit? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

[#13]

I’ve responded.

[#14]

Awesome thanks, I can see we've booked the engineer and updated the ticket with the appointment details.

Let me know how it goes.

[#15]

The engineer has visited and reset the line. Speed has increased to around 20Mbps, which apparently is the best I’m going to get.

Thanks for the help.