Tips to improving your broadband speed
We’ve got all your broadband speed questions covered.
What broadband speed can I get?
Learn about broadband speeds
What broadband speed can I get?
Get help with what broadband speed you’ll get when it’s first set up, why broadband and fibre speeds differ and what’s the Minimum Guaranteed Speed.
You’ll find your speed estimates in the Welcome email we sent you when you signed up or upgraded your package.
Your broadband speed is based on the type of package you’ve got installed.
Broadband speeds are measured in megabits per second, written as Mb.
For example:
- estimated download speed 74Mb
- estimated upload speed 20Mb
Your broadband speed will depend on:
- your location and your phone line, for standard broadband and standard fibre packages and
- your home wiring, WiFi connection and time of day for all packages
You can't usually improve your speeds if they’re within your estimates.
When we set up your broadband, we won't know exactly how fast it is. It'll take a little while to get to a more settled broadband speed. Here's what you can expect.
The first fourteen days
To find out your eventual speed, we'll run some tests from your exchange. The speed will vary, and you might get disconnected a few times. But don't worry, it just means we're trying to find the best balance between speed and reliability for you.
After fourteen days
Your broadband speed will settle closer to the estimate we gave when you signed up. Small changes are normal and nothing to worry about. If there's a problem affecting your connection, the speed will slow down for a while to give you the most reliable service possible.
Line speed also known as the sync rate is the rate at which data is transmitted over the Internet.
It applies to customers who’ve got a package with a landline. You can check your line speed by logging into our router and look for your 'sync rate'. This varies depending on our router.
It can change over time and each time you reboot our router.
Broadband speeds vary due to the technology used to set up your connection.
Packages which use a phone line connection:
- Unlimited Broadband uses very old technology using copper cables, giving you slower download speeds up to 10Mb.
- Unlimited Fibre and Fibre Extra is also known as part-fibre, as it uses part fibre cables and part copper cables to get you connected using a landline. Fibre cables allow for quicker than standard broadband speeds from 36Mb to 66Mb.
Broadband only packages. No phone line needed:
- Fibre uses part fibre technology, but it doesn’t need a phone line to set up your broadband connection. Still using a mix of fibre and copper cables, our router plugs into a master socket with average download speeds of up to 66Mb.
- Full Fibre is called Fibre To The Premises or FTTP. Full Fibre uses next generation technology with 100% full fibre optic cables, delivering speeds from 74Mb up to 900Mb.
For more info on broadband speeds check out our guide What is a good broadband speed.
Plusnet is a signatory to Ofcom's Voluntary Speed Code of Practice. We aim to make sure you're aware of the estimated broadband speed you should receive and have the opportunity to end your contract without paying an early termination charge, if you don't receive your Minimum Guaranteed Speed.
If you signed up before 31st May 2017, you won't have a Minimum Guaranteed Speed, but we’ll always do our best to make sure your broadband speed falls within the estimated speed range for your connection.
What affects broadband speed?
Things which might affect your speed
What affects broadband speed?
Help with understanding what slows your broadband speed and simple changes you can make to improve it.
There’s a few things that can slow down your speed.
Any broadband fault.
Faults on the line from general wear and tear, severe weather or vandalism.
WiFi connection from where our router’s placed, or number of devices connected to it.
Household appliances like cordless phones, microwaves and baby monitors can cause interference to WiFi.
Old devices like computers, laptops, tablets or mobile phones, may be slower when trying to run the latest software and programs.
Viruses also slow everything down. We recommend protecting your device with Plusnet Protect powered by Norton™
Peak times from 8pm to 10pm. Our network won’t slow down but some specific websites or downloads might.
Not using microfilters may cause interference between phone and broadband signals for customers with a landline package.
If you've got a package which uses a landline, we've some tips to help you.
Leave our router switched on
Even at night, so the router can get important updates. Turning it on and off often, can look like your line's unstable. Your speed’s then temporarily reduced to maintain stability.
Check your WiFi signal
Check you’ve got only necessary devices connected to your WiFi at the same time. Check out our tips to improve your WiFi signal.
Use microfilters
Microfilters are devices that prevent interference between your broadband and phone line. By not using one, you may have problems with your broadband or phone line.
If your master socket has two sockets, dedicate one to broadband. You need a filter on every phone socket used in your home, even on those using phones, set-top boxes or burglar alarms.
Try not to use phone extension cables
Extension cables can cause interference on the line. If you need to use one, make sure it's new, high-quality and as short as possible.
Use the master socket
This is the best place to plug in our router. You'll usually find it where your phone line comes into your home.
As some homes don't have master sockets, use the one closest to where our phone line comes into your home. For more help, watch our short video.
Video transcript: Different types of home master sockets guide (59KB PDF)
To get the fastest speed, here's a few things you can do:
Using WiFi
For the strongest WiFi connection, it's best to put our hub:
- in a central open space in your home or office, that's not on the floor
- away from any thick walls, metal objects or electrical appliances
Check out our tips to boost your WiFi.
Your devices can slow down your WiFi speed
Multiple and older devices connected to your WiFi network can slow down your internet speed, so:
- don't connect too many devices to our hub
- if you've got a TV, console or PC use an Ethernet cable for a more reliable connection
- test your WiFi with more than one device, as the issue may be with your device and not your broadband service
Speed tests
Remember any speed tests you run are limited by the speed of your device. For the best results make sure you're connected directly to our router with an Ethernet cable.
Run a broadband speed test.
What is bandwidth?
Simply put, it’s how fast a device can transfer data on the Internet or network.
Why's this important?
Your connection is divided between active devices that are uploading or downloading data. When more devices use your connection, the smaller the share of bandwidth divided between them, and the slower your speed.
Think of it like a motorway, you can have a really fast car, but if the motorway is very busy you can only go as fast as the traffic will allow.
For example, some devices which use a lot of bandwidth:
- streaming devices like Chromecast, Fire TV, and Roku
- online gaming
- mobile network signal boosters or signal boxes
- smart speakers like Google Home, Amazon Echo, Apple HomePod
More help with broadband speed
We'll help sort your queries
More help with broadband speed
Get help with running a broadband speed test, reporting a fault or what to do if you’re not getting the Minimum Speed Guarantee.
Follow our step-by-step guide to test your broadband speed.
If we can't provide a speed equal to or better than the Minimum Guaranteed Speed we promised you. We'll work with you to try and fix the issue. For more information see Ofcom's speed code of practice.
If you need help, call 0330 1239 123
Got an issue with your broadband or phone service?
Our text service is available 24 hours every day.
For broadband speed problems text HELP to 0780000812
For home phone issues text PHONE to 0780000812
Charges may apply at your standard rate.
See what happens next when you report a problem
What broadband speed can I get?
Get help with what broadband speed you’ll get when it’s first set up, why broadband and fibre speeds differ and what’s the Minimum Guaranteed Speed.
You’ll find your speed estimates in the Welcome email we sent you when you signed up or upgraded your package.
Your broadband speed is based on the type of package you’ve got installed.
Broadband speeds are measured in megabits per second, written as Mb.
For example:
- estimated download speed 74Mb
- estimated upload speed 20Mb
Your broadband speed will depend on:
- your location and your phone line, for standard broadband and standard fibre packages and
- your home wiring, WiFi connection and time of day for all packages
You can't usually improve your speeds if they’re within your estimates.
When we set up your broadband, we won't know exactly how fast it is. It'll take a little while to get to a more settled broadband speed. Here's what you can expect.
The first fourteen days
To find out your eventual speed, we'll run some tests from your exchange. The speed will vary, and you might get disconnected a few times. But don't worry, it just means we're trying to find the best balance between speed and reliability for you.
After fourteen days
Your broadband speed will settle closer to the estimate we gave when you signed up. Small changes are normal and nothing to worry about. If there's a problem affecting your connection, the speed will slow down for a while to give you the most reliable service possible.
Line speed also known as the sync rate is the rate at which data is transmitted over the Internet.
It applies to customers who’ve got a package with a landline. You can check your line speed by logging into our router and look for your 'sync rate'. This varies depending on our router.
It can change over time and each time you reboot our router.
Broadband speeds vary due to the technology used to set up your connection.
Packages which use a phone line connection:
- Unlimited Broadband uses very old technology using copper cables, giving you slower download speeds up to 10Mb.
- Unlimited Fibre and Fibre Extra is also known as part-fibre, as it uses part fibre cables and part copper cables to get you connected using a landline. Fibre cables allow for quicker than standard broadband speeds from 36Mb to 66Mb.
Broadband only packages. No phone line needed:
- Fibre uses part fibre technology, but it doesn’t need a phone line to set up your broadband connection. Still using a mix of fibre and copper cables, our router plugs into a master socket with average download speeds of up to 66Mb.
- Full Fibre is called Fibre To The Premises or FTTP. Full Fibre uses next generation technology with 100% full fibre optic cables, delivering speeds from 74Mb up to 900Mb.
For more info on broadband speeds check out our guide What is a good broadband speed.
Plusnet is a signatory to Ofcom's Voluntary Speed Code of Practice. We aim to make sure you're aware of the estimated broadband speed you should receive and have the opportunity to end your contract without paying an early termination charge, if you don't receive your Minimum Guaranteed Speed.
If you signed up before 31st May 2017, you won't have a Minimum Guaranteed Speed, but we’ll always do our best to make sure your broadband speed falls within the estimated speed range for your connection.
What affects broadband speed?
Help with understanding what slows your broadband speed and simple changes you can make to improve it.
There’s a few things that can slow down your speed.
Any broadband fault.
Faults on the line from general wear and tear, severe weather or vandalism.
WiFi connection from where our router’s placed, or number of devices connected to it.
Household appliances like cordless phones, microwaves and baby monitors can cause interference to WiFi.
Old devices like computers, laptops, tablets or mobile phones, may be slower when trying to run the latest software and programs.
Viruses also slow everything down. We recommend protecting your device with Plusnet Protect powered by Norton™
Peak times from 8pm to 10pm. Our network won’t slow down but some specific websites or downloads might.
Not using microfilters may cause interference between phone and broadband signals for customers with a landline package.
If you've got a package which uses a landline, we've some tips to help you.
Leave our router switched on
Even at night, so the router can get important updates. Turning it on and off often, can look like your line's unstable. Your speed’s then temporarily reduced to maintain stability.
Check your WiFi signal
Check you’ve got only necessary devices connected to your WiFi at the same time. Check out our tips to improve your WiFi signal.
Use microfilters
Microfilters are devices that prevent interference between your broadband and phone line. By not using one, you may have problems with your broadband or phone line.
If your master socket has two sockets, dedicate one to broadband. You need a filter on every phone socket used in your home, even on those using phones, set-top boxes or burglar alarms.
Try not to use phone extension cables
Extension cables can cause interference on the line. If you need to use one, make sure it's new, high-quality and as short as possible.
Use the master socket
This is the best place to plug in our router. You'll usually find it where your phone line comes into your home.
As some homes don't have master sockets, use the one closest to where our phone line comes into your home. For more help, watch our short video.
Video transcript: Different types of home master sockets guide (59KB PDF)
To get the fastest speed, here's a few things you can do:
Using WiFi
For the strongest WiFi connection, it's best to put our hub:
- in a central open space in your home or office, that's not on the floor
- away from any thick walls, metal objects or electrical appliances
Check out our tips to boost your WiFi.
Your devices can slow down your WiFi speed
Multiple and older devices connected to your WiFi network can slow down your internet speed, so:
- don't connect too many devices to our hub
- if you've got a TV, console or PC use an Ethernet cable for a more reliable connection
- test your WiFi with more than one device, as the issue may be with your device and not your broadband service
Speed tests
Remember any speed tests you run are limited by the speed of your device. For the best results make sure you're connected directly to our router with an Ethernet cable.
Run a broadband speed test.
What is bandwidth?
Simply put, it’s how fast a device can transfer data on the Internet or network.
Why's this important?
Your connection is divided between active devices that are uploading or downloading data. When more devices use your connection, the smaller the share of bandwidth divided between them, and the slower your speed.
Think of it like a motorway, you can have a really fast car, but if the motorway is very busy you can only go as fast as the traffic will allow.
For example, some devices which use a lot of bandwidth:
- streaming devices like Chromecast, Fire TV, and Roku
- online gaming
- mobile network signal boosters or signal boxes
- smart speakers like Google Home, Amazon Echo, Apple HomePod
More help with broadband speed
Get help with running a broadband speed test, reporting a fault or what to do if you’re not getting the Minimum Speed Guarantee.
Follow our step-by-step guide to test your broadband speed.
If we can't provide a speed equal to or better than the Minimum Guaranteed Speed we promised you. We'll work with you to try and fix the issue. For more information see Ofcom's speed code of practice.
If you need help, call 0330 1239 123
Got an issue with your broadband or phone service?
Our text service is available 24 hours every day.
For broadband speed problems text HELP to 0780000812
For home phone issues text PHONE to 0780000812
Charges may apply at your standard rate.
See what happens next when you report a problem
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