slower speed than guaranteed

[#1]

hello i not long sent message to plusnet support via fault then remmember that u had good serves here as u help me out b4,the problem i moved just over 2 weeks ago and my internet speed is only 54mb in emails you told me my guaranteed speed is at least 60mb i have only moved 10 min up road and in my old house i was getting 74mb i have been into my broadband settings and notice that the line speed is only set to 57mb hope u can help me asap thanks superbin 

[#2]

Hello @superbin

Thanks a lot for reaching out and I'm really sorry to hear that your current download speeds are less than those which were guaranteed on your contract. Testing the line has come back clear, no underlying faults are being found on he network. Something I've realised though is your speed profile on our end, as you're connected via L2TP, this will affect your line speed.

I've bumped it all the way up to 78Mbps, so in an hour or so, please can you run a WIRED speed test, and let us know what you're getting.

[#3]

hello i just done a speed test and it was 54.33mb so still the same also what do u mean im connected via L2TB

[#4]

Thanks a lot for getting back to me.

L2TP is just a way in which you're connected at the exchange. Everything seems fine on our end, so it's quite strange that you're still only getting 54Mbps. Can you please upload a photo of your Helpdesak page? It'll contain your account username, so you'd need to cover it up to protect your details. Follow the steps below to access it:

1. Ensure your device is connected to the router via WIFI or Ethernet, open up a web browser and type 192.168.1.254 into the URL field.
2. You should now be on your Plusnet Hub One Manager. Select Troubleshooting, then on the sub-menu, select HelpDesk. You'll then be asked to enter the admin password, which can be found on the router itself.
3. Scroll down until you find data rate, send across the values you see if you can.

This will tell us what speeds are reaching the router, making it easier to identify the source of the issue.

[#5]

hello here a pic,also been into my dsl line setting and it say downstream is set at 59.99mbps and 20mbps upload just tho i post in case they help 

[#6]

sorry this is the correct pic u ask for 

[#7]

Thanks a lot for providing me with the details.

The speeds you're getting at the moment are not lower than those which were guaranteed on your contract. IF you log into your online Member Centre, you'll find that your minimum guaranteed speed is 43.9Mbps, with expected speeds of between 54 - 56Mbps.

The data rate on your uploaded photo shows that you're getting a download speed of 59.3Mbps.

[#8]

hi so how come in my email from plusnet it told me i get at least 60mb?and how come its only 43mb as on bt web site it also say i get speed up to 73mb and my brother lives across the road from me and he gets speed of 63mb the router restarted last night around 1am and speed has now gone from 54mb to 56mb but thats all im getting and how come in my last house 10 min down road i was getting 72mb

[#9]

Thanks a lot for getting back to us @superbin

I try to avoid comparing one service to another at a different address, even next door neighbours can sometimes be routed differently on the Openreach network. In regards to your account, your speeds were quoted at a time where they were based on Openreach estimates based on similar lines with the same characteristics, such as length, SNR etc.

Recently though, we've changed the way in which speeds are quoted on the account which provides a far more accurate estimate,. They're now based on the speeds that Openreach have observed the line to perform at.

Saying that, on your most recent contract - before the change, you were quoted an MGS of 60Mbps, the line is currently syncing at 62.3Mbps.