upgrade from fibre to full fibre 300 but not speed no increase

[#1]

This used to be visible on the broadband tab on the member centre but the website has changed and it doesn't appear to be shown anymore.

It should still be shown here https://www.plus.net/member-centre/broadband , it is on my FTTP account

[#2]

@MisterW It used to be on the Broadband tab but is not there now, this page has changed for me.  There is is no info about speeds in the Your Broadband Product information. 

A separate area about Minimum Guaranteed Speed refers you the your Start of Contract e-mail, I guess this is to stop all the complaints when a user's MGS  appears to be reduced during the contract. There is also a link to instructions on how to use the BT Wholesale Speed Test.

[#3]

@RealAleMadrid  strange? , still shows it for me.

[#4]

@MisterW, It's exactly the same for me as well.

[#5]

@MisterW  This is what I get, looks to be one of the alternative webpages that Plusnet do for different customers.

[#6]

---

@kangqiwang wrote:

I am guessing it is because Plusnet has upgraded my contract but Openreach haven't upgraded my speed, is there any possibility to contact Openreach, and let them upgrade my contract to full fibre 300MB .

---

That's definitely not the case, at least from a systems perspective. Your FTTP asset is clearly shown as 330/50 in the supplier systems.

That said, this wouldn't be the first time I've seen a case like this that was found to be the result of miconfiguration in the Openreach network somewhere.

I've made a change to your line provision that should come into effect during the next 24 hours. Can you keep an eye on things please and let me know what change you see (if any) by this time tomorrow?

[#7]

@kangqiwang - how are things looking?

[#8]

sorry for the late response,

I wasn't home yesterday. I just ran speed test

it is really frustrating, my guaranteed speed is 165MB, but my speed is only around 60-100MB, it is really based on different times, I run speed tests at around 6pm, and my speed will be 100-150MB, but when I ran it 11 pm, it only 60MB

[#9 · Accepted solution]

@kangqiwang - and these are still wired speedtests?

Do you know the make/model of the network card in your desktop PC and are you definitely using at least a Cat-5e grade cable when connecting it to the hub? Have you tried a different cable? I also assume it's a direct connection i.e. not via Powerline adapters or anything like that? I can't currently see anything wired to your hub but that could be because the desktop is switched off.

@kangqiwang wrote:

... it is really frustrating, my guaranteed speed is 165MB, but my speed is only around 60-100MB, it is really based on different times, I run speed tests at around 6pm, and my speed will be 100-150MB, but when I ran it 11 pm, it only 60MB

So, you are able to exceed 80mbps down on occasion which suggests we're not looking at an Openreach provisioning/profile issue. The change I made was to regrade your line temporarily to the 160/30 service. I'm now going to switch it back to 330/50 (should complete at some point tomorrow).

[#10]

tested at morning, all good now, thanks for your answer

[#11]

Hi Bob

Is there any chance you could help me in the same way?

My line was upgraded from full fibre 145 to full fibre 300 on 2nd November 2023 but my speeds are still capped at 145mb. I’ve had 2 open reach engineers come out to assess it all and the line itself delivers 300mb to the ONT but the speed in the home doesn’t go higher than 145mb. No issues identified with the setup.

Would it be possible to regrade the line temporarily to 145 and back up to 300 to see if this resolves the issue for me too please?

Would appreciate any advice you can offer.

Kind regards

[#12]

@Rambo23 - how are you testing speed? Wired or wireless? And have you tested from more than one device? What is your upload speed?

[#13]

Hi @bobpullen, I’m testing on wired connection on laptop and wireless on phone and tablet.

Download speed I get is 145mb on average and upload speed on average 47.5mb.

Kind regards

[#14]

@Rambo23 are you using a Plusnet supplied router or your own? 

[#15]

Hello @MisterW

I’m using the plusnet hub 2 router.