topic Re: Poor Fibre with Intermittent in Broadband

Poor Fibre with Intermittent

goldenlady46 — Thu, 30 May 2024 10:39:06 GMT

Before we on Unlimited Fibre with line rental everything was stable and get 40/10 max speed. Then Changed to Unlimited Fibre to Fibre (SoGEA 80/20) the service went unstable and intermittent all the time since May 14th. The fault is now open with Openreach engineer attend tomorrow at 8am to 1pm due to network fault. Plusnet also sending out new Plusnet Hub Two Router to replaced Plusnet Hub One.

The ticket was on hold https://www.plus.net/wizard/?p=view_question&id=241950473

The Plusnet Hub One Router sync was awful 46/15 expecting that to be 80/20 say on BTw Checker Range A 80/20.

Re: Poor Fibre with Intermittent

goldenlady46 — Thu, 30 May 2024 20:51:47 GMT

Broadband sync now reduced to 40/12 that's not good service for 80/20

Re: Poor Fibre with Intermittent

goldenlady46 — Fri, 31 May 2024 12:16:21 GMT

Engineer (Mike) just been this morning spend two hours try to fix outside in my local area (network issues) and came back with bad news as he spoken to the network manager as the broadband at the cabinet is too full (crosstalk) and reduced down to 37/8 as he isn't happy about it and saying it should be over 55/19 but he will come back in three weeks time try to get it fixed. Also put new Plusnet Hub Two router on it.

Not happy at all. We paying for the service 80/20 not 40/10? Are we on the correct profile 80/20?

Re: Poor Fibre with Intermittent

Dan_the_Van — Fri, 31 May 2024 12:58:59 GMT

A line attenuation of 15.6 would suggest your property is about 0.5 Km from the green cabinet. For 80/20 the green cabinet would need to be outside your property.

See https://www.increasebroadbandspeed.co.uk/chart-of-bt-fttc-vdsl2-speed-against-distance-from-the-cabinet

The state of the internal phone extension in you house can also impact the line attenuation, that is why the recommendation is to use the master socket.

Your speeds maybe impacted but I suspect the Openreach technician is correct in his findings

The BT Availability should be used with caution as it does not take into account your physical connection condition. With every contract plusnet detail the speeds of your connection and MGS (Minimum Guaranteed Speed) mostly it is this plusnet will refer to.

Edit: You may be on the wrong profile.

Re: Poor Fibre with Intermittent

willcutforth — Fri, 31 May 2024 13:10:07 GMT

Profile is all swimming from our side @Dan_the_Van

Re: Poor Fibre with Intermittent

goldenlady46 — Fri, 31 May 2024 13:14:44 GMT

@willcutforth Profile is all swimming from our side - what on earth does this mean? Plusnet has closed fault with no explained where the engineer full report?

Re: Poor Fibre with Intermittent

jab1 — Fri, 31 May 2024 13:17:42 GMT

@goldenlady46 In other words, your profile is set correctly. The engineers report has probably not even reached Plusnet yet, and in any case, these are not usually passed to users - they are full of jargon which most would not understand.

Re: Poor Fibre with Intermittent

goldenlady46 — Fri, 31 May 2024 13:22:14 GMT

The engineer told us he will be back in three weeks time to fix this issues out but why plusnet closed the fault without no engineer report on it. Nothing is explained. Fault closed ticket saying it been resolved but how on earth it resolved when the line was down to 37/8 as BTw checker handback say 54/18!

Re: Poor Fibre with Intermittent

goldenlady46 — Fri, 31 May 2024 13:27:26 GMT

@Dan_the_Van We got no dial tone on the line as there is no phone servive as we now on SOGEA 80/20 service with sync at 37/8. Engineer did say it should be more than that as he did say the issues got nothing to do with inside the property, it the network issues at the cabinet. Engineer isn't happy about it. So do we all. Forget to add: engineer say the Full Fibre will come soon in next year around June July 2025. He say Full Fibre will solved the 80/20.

Re: Poor Fibre with Intermittent

jab1 — Fri, 31 May 2024 13:26:39 GMT

I obviously don't know the full story but the 'I'll be back in three weeks' line seems strange - engineers go to jobs when they are told to - not on a whim.

Re: Poor Fibre with Intermittent

goldenlady46 — Fri, 31 May 2024 13:31:07 GMT

The engineer (Mike) told me, mum and dad explained he will back in three weeks time to sort this issues out. That's all we know by his wording.

@willcutforth Please can I have GEA Test result please!

Re: Poor Fibre with Intermittent

goldenlady46 — Fri, 31 May 2024 22:15:17 GMT

@Gandalf

I think my parents BTw Performance Test no longer work as I just want to check her profile rate on their line. Without it can be very annoying now because I think Plusnet has now removed current line speed via this link: https://portal.plus.net/member-centre/broadband as we don't know what her current ip profile on her line? I know PN can do GEA Test to check it.

Below it off-topic as I just tested my BTw Performance Test for my own line G.fast sync 255.96Mbps with my difference ISP with BTw IP Profile showed the correct for my line speed 247.49Mbps.

Screenshot below (this is my G.fast line not my parents FTTC line)

Re: Poor Fibre with Intermittent

Dan_the_Van — Sat, 01 Jun 2024 07:00:17 GMT

@goldenlady46

Looking at the members centre I see

This is the redacted text I received in an email titled "Confirmation of your new contract" on the date I renewed.

There is the section "Your Broadband Speed"

Here's all the speed details you need to know. Unlimited Fibre Extra has an average speed of 66Mb download and 18Mb upload. At peak times, we estimate that you'll get the following speeds on your line: Download: nn - nnMb Upload: nn - nnMb Minimum Guaranteed Speed: nn.nMb.

Unlimited Fibre Extra has an average speed of 66Mb download and 18Mb upload.

This line would reflect the end users contract with plusnet.

The BTW Performance Test for me has not worked for over 12 months.

Hopefully someone will post a GEA test for your parents connection.

Re: Poor Fibre with Intermittent

goldenlady46 — Sat, 01 Jun 2024 11:54:51 GMT

@Dan_the_Van @Gandalf @willcutforth

We think the Engineer (did not resolved the job proper) The speed was way off from 80/20 product we are paying. This is very poor indeed with 37.67Mb / 8.83Mb using new Plusnet Hub Two Router.

Found in PN email:

Your broadband speed
====================

Here's all the speed details you need to know.

Fibre has an average speed of 50Mb download and 9Mb upload.

At peak times, we estimate that you'll get the following speeds on your line:

Download: 46 - 52Mb

Upload: 8 - 9Mb

Minimum Guaranteed Speed: 42Mb.

I will wait for PN to run GEA Test

Re: Poor Fibre with Intermittent

goldenlady46 — Sat, 01 Jun 2024 16:11:30 GMT

Updated: Just spoken to PN asked for the GEA Test but they say don't do GEA Test anymore to customer but arranged to booked the engineer again for Monday 1pm to 6pm slot. They say the fault is reported High resistance fault because of low sync rate

Re: Poor Fibre with Intermittent

goldenlady46 — Sun, 02 Jun 2024 13:18:30 GMT

The BTw PT Additional Diagnostic never work (no profile is showing)

Re: Poor Fibre with Intermittent

goldenlady46 — Mon, 03 Jun 2024 15:12:44 GMT

Updated: Openreach engineer here since 3pm and found cable damaged will replaced new cable in the junction box. He will be back soon. Hopefully this will fix the issues of slow speed. He checked on the kit line length from the phone socket to the cabinet 390m.

Re: Poor Fibre with Intermittent

goldenlady46 — Mon, 03 Jun 2024 16:49:45 GMT

Updated: Openreach has resolved it and fixed it now. Told us the speed will go back to 79999Kbps next few day with target snr 3dB.

@willcutforth @Gandalf Plusnet staff any chance of compensation for slow speed with no fault of our since May 14th to today of resolved speed.

Before EngineerAfter Engineer fixed

Re: Poor Fibre with Intermittent

goldenlady46 — Mon, 03 Jun 2024 18:53:57 GMT

Where is PN staff? not even care to reply here!

Re: Poor Fibre with Intermittent

jab1 — Mon, 03 Jun 2024 18:55:45 GMT

The Help Team very rarely appear these days, but what exactly do you want them to say?