Hello @Crez04
A warm welcome to the forums.
Are your reporting line sync speed (as reported by the router) or data speed? If the latter, how are you measuring the line's data speed - over WiFi or an ethernet connected device?
There are a number of reasons this might be being experienced - a wifi issue, a PC throughput issue, a line fault or a product configuration.
Have you checked the phone line?
Broadband is not going to work well if the "phone" line is not working properly.
Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.
If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link. NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.
What is the line speed reported in the router? Which one do you have?
Also run the BT Wholesale speed test - note the reported speeds and LINE PROFILE speed. Sometimes the latter figure does not get updated on a move to fibre.
And finally do you know if you are on a static IP address? If you do not know what this means, then the answer is most probably "No!".
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
