topic Re: SoGEA question/query in Broadband

SoGEA question/query

wakeman — Sun, 19 Oct 2025 09:33:45 GMT

I have a family member who's on a FTTC contract which is coming to an end soon and, they are currently on a 80 download 20 upload contract and getting about 46 download currently, but wanting to get rid of the phoneline as it is never used, so was intending to get a SoGEA service, but have some conflicting information from PlusNet re what they would be provisioned with, would they by default get a 80 / 20 SoGEA service or are PlusNet only giving 40 / 10 SoGEA service? i.e. are they capping the speed.

Re: SoGEA question/query

jab1 — Sun, 19 Oct 2025 09:41:36 GMT

@wakeman It appears that the default provision on SOGEA is 80/20, but if you can only effectively get 40/10 speeds, then, to maintain stability, the speeds will be capped at that level.

It would be interesting/useful to see your relatives BTw report - https://www.broadbandchecker.btwholesale.com/#/ADSL , ensuring any personal details are removed.

Re: SoGEA question/query

wakeman — Sun, 19 Oct 2025 09:55:27 GMT

Attached is the requested info:

Re: SoGEA question/query

MisterW — Sun, 19 Oct 2025 10:02:50 GMT

@wakeman it would seem that Full Fibre (FTTP) is available, why not future proof and go for that ?

Re: SoGEA question/query

jab1 — Sun, 19 Oct 2025 10:05:22 GMT

Thanks. That raises a couple of questions. (1)As the reported speeds of ~46mbps is below the hand-back threshold of 49 - even for an ''impacted' connection, this suggests a fault somewhere, given the expected speeds reported.

As @MisterW says though, going for FTTP would be a better idea.

Re: SoGEA question/query

wakeman — Sun, 19 Oct 2025 10:14:54 GMT

a) its a MDU so as yet no wayleave for Full Fibre to be installed.

b) They only want a 12 month contract as they might be moving elsewhere.

Re: SoGEA question/query

jab1 — Sun, 19 Oct 2025 10:19:19 GMT

OK - but as they are getting below the hand-back threshold, this suggests a fault, which really needs investigating/resolving before a move to SOGEA is considered. Which router are they using?

Re: SoGEA question/query

wakeman — Sun, 19 Oct 2025 10:54:39 GMT

Currently a Hub 1

I have also now been told that the 46 download is via Wi-Fi, getting them to check the speed they are getting in the routers advance settings which I suspect will be more accurate of the real download speed.

Re: SoGEA question/query

jab1 — Sun, 19 Oct 2025 11:00:32 GMT

Sight of their 'Helpdesk' page (see attached screenshot) - with personal information obscured - would be very useful.

Re: SoGEA question/query

wakeman — Sun, 19 Oct 2025 11:59:25 GMT

I will try and get this, but they live about 100 miles away from me.

Re: SoGEA question/query

jab1 — Sun, 19 Oct 2025 12:01:43 GMT

They could email it to you? Or create an account on the forums and post it themselves.

Re: SoGEA question/query

Dan_the_Van — Sun, 19 Oct 2025 12:03:19 GMT

@wakeman

It is possible to copy/paste the text from that page on the Hub One.

Hope this helps,

Re: SoGEA question/query

bmc — Sun, 19 Oct 2025 13:40:53 GMT

@wakeman

Generally speaking, PN Support need to see a wired speed test - to many variables with WiFi. Actual speed may be above that which is required to trigger a fault investigation.

I wold agree with previous comments about FTTP being the way to go. You usually get near to the advertised speed. Given there are no warnings on the Checker the Wayleave for the MDU may already be in place. If not, it'll need an order placed to set things in motion.

Brian

Re: SoGEA question/query

wakeman — Sun, 19 Oct 2025 16:46:14 GMT

Just to clarify, the main query had been if there was actually two tiers of SoGEA 40/10 and 80/20 and @jab1 helped confirm there was. This has also now been confirmed by PlusNet after the family member had spoke again to PlusNet and confirmed they will be able to get 80/20 SoGEA if they wanted it. PlusNet were very helpful in clarifying the information to the family member.

So thanks everyone for your thoughts and comments they have been very helpful.

Re: SoGEA question/query

Townman — Mon, 20 Oct 2025 08:16:04 GMT

Some further thoughts …

100 mikes away - take a look at Quick Assist - by arrangement you can access their computer from anywhere an guide them through whatever to get the router information
46mbps on that circuit could indicate a circuit fault - you do though need to see the link speed figures from the router

If there is a fault switching to SoGEA will not fix it. You could guide the user through the automated test bot - see the link below.

Re: SoGEA question/query

pvmb — Mon, 20 Oct 2025 14:07:51 GMT

@wakeman wrote:

Currently a Hub 1

I have also now been told that the 46 download is via Wi-Fi, getting them to check the speed they are getting in the routers advance settings which I suspect will be more accurate of the real download speed.

I'm not sure the download speed measured via Wi-Fi will be less "accurate" than from the router, unless the Wi-Fi connection really is ropy, especially as in their case line sync speed seems to be limited. I'm in the middle of changing from VDSL, capped at 10/40 Mbps, to FTTP fibre and and currently have switched from Ethernet cable from router to PC to a Wi-Fi connection via a little Wi-Fi USB dongle. On 5GHz Wi-Fi I get exactly the same recorded 'download' test speed as I did when the router was connected by cable: 37Mbps

From the router status page:

Downstream sync speed: 40 Mbps

Upstream sync speed: 9.999 Mbps

As others have suggested, it sounds as if they may have a line fault.

Re: SoGEA question/query

pvmb — Mon, 20 Oct 2025 14:04:39 GMT

@wakeman wrote:

Just to clarify, the main query had been if there was actually two tiers of SoGEA 40/10 and 80/20 and @jab1 helped confirm there was. This has also now been confirmed by PlusNet after the family member had spoke again to PlusNet and confirmed they will be able to get 80/20 SoGEA if they wanted it. PlusNet were very helpful in clarifying the information to the family member.

Um... PN were not so helpful when I asked about going SOGEA when my existing FTTC contract was coming to an end!

Re: SoGEA question/query

Townman — Mon, 20 Oct 2025 14:22:51 GMT

"especially as in their case line sync speed seems to be limited"

@pvmb hitherto I have been following this thread on my phone which is not always ideal - have we seen @wakeman 's line sync speed?

Looking at you comment with 40 / 9.999 you have clearly been provisioned on the 40/10 product, not the 80/2 which is what you should have been placed on under the "as fast as the line can go" sales message. Personally I would be asking support to review your contractual provision. Someone might have made a mistake. A switch from FTTC to SoGEA ought never to have an impact on service speeds.

Re: SoGEA question/query

jab1 — Mon, 20 Oct 2025 14:32:08 GMT

@Townman wrote:

- have we seen @wakeman 's line sync speed?

.

No we haven't, although I did request sight of the Help Desk data earlier.

Re: SoGEA question/query

pvmb — Mon, 20 Oct 2025 14:43:19 GMT

...No, there has been no switch into SOGEA - indeed PN was unenthusiastic about my request for this at last contract renewal (hence the switch to fibre). I am being switched from 10/40 FTTC to FTTP. The 10/40 VDSL was the speed I was contracted to for at least two PN contracts - before that I was on normal landline Broadband.

The 10/40 VDSL speed has proved entirely satisfactory for my modest requirements and has been (mostly) very stable. Much better than the increasingly frustrating and worrying Broadband was!

I don't know what the effective "as fast as the line will go" VDSL speed is for my landline - and now I never will - but going on the information from BT Broadband Availability Checker for my line it would be around 72Mbps.