Broadband speed estimates

Broadband speed estimate FAQs

This is an estimate of the line speed or 'sync speed' you should get for your broadband or fibre connection. The actual speed you get should fall somewhere within this range. It's what your broadband and router is capable of, if everything's working at its best.

We'll give you a speed estimate before you sign up for Plusnet Broadband or Fibre. You'll also get one if you change to a different Plusnet Broadband package and if you move house.

Go to the Broadband Availability Checker and type in your telephone number. You'll then be shown the latest speed range estimates for your line.

You can also see your current speed estimate in the Member Centre.

The estimate shows the speeds your line is able to reach under the best possible conditions – this is known as your line speed or sync speed. Your actual speed might sometimes be a bit lower. This can be for a number of reasons, like the amount of devices using the line or even the layout of your home. But it's normal and as long as your speed isn't too much below, you don't need to do anything.

Find out more about the difference between line speed and throughput speed.

First, check your broadband has the best possible set-up. You can find lots of useful tips on how to do this by taking a look at how to get the best broadband speed.

Then test the speed of your line to check you're getting within the estimated speed range we have given you.

If you've already done that and your speeds are still a lot slower than your estimate, get in touch with us to report it through our automated fault checker. We'll ask you a few questions about your broadband's set-up and then help you fix the problem. If we can't help you online, we might have to send out an engineer to take a look at it.

If your broadband's much slower than your estimate, get in touch. You can get in touch by online chat or phone, or by using the fault checker.

We'll then do our best to get to the bottom of the problem. If we've tried everything and can't get your speed above your Minimum Guaranteed Access Line Speed we'll waive any early termination charges or cease fees if you decide to leave us.

You should know before you think of going, that moving to another provider often doesn't fix a problem with speed. It's usually the line itself causing the issue.

We'd be sad to see you go. But if you do decide to try another provider, we'll waive any early termination charges or cease fees as long as:

  • you've spoken to us and a speed fault has been raised
  • you've given us a chance to take a look into and resolve the problem, including letting an engineer come to your home to take a look
  • your Broadband is slower than the Minimum Guaranteed Access Line Speed
  • You have contacted our Customer Options Team to tell us you want to leave because we can't resolve your speed fault

If you're still thinking of leaving, have a look at our information on what you can do.