topic Re: Fibre to home but no speed upgrade. in Full Fibre

Fibre to home but no speed upgrade.

AWhite12345 — Sun, 21 Aug 2022 08:57:34 GMT

We have recently had our home upgraded with ‘fibre to home’ and our contract changed to the 300Mbps speed on the 19th Aug. The engineer completed the work on 18th, and as yet we’re still running at our previous copper speed of 30Mbps.

Any idea when we should actually start to see our speed increase, especially given we’re now paying for something we’re not getting.

Re: Fibre to home but no speed upgrade.

MisterW — Sun, 21 Aug 2022 09:01:28 GMT

@AWhite12345 have you received the 'your product change is complete' email since the engineer finished the installation ? and have you rebooted the router since then ?

Re: Fibre to home but no speed upgrade.

AWhite12345 — Sun, 21 Aug 2022 10:16:14 GMT

Yes I have received the confirmation email.

Can you clarify what you mean by ‘reboot’, is that a:
1. Turn off wait 10s turn on
or
2. Factory reset
or
3. Is there a reboot button in the system UI somewhere?

Re: Fibre to home but no speed upgrade.

MisterW — Sun, 21 Aug 2022 10:23:19 GMT

1. Turn off wait 10s turn on

@AWhite12345 that's the simplest method

Is there a reboot button in the system UI somewhere?

I'm not sure there is, I don't have my Hub 2 connected at the moment. There is a disconnect/connect option BUT that has a bug (in the process of being fixed) which means that you need to re-enter the correct passord in order to reconnect.

Re: Fibre to home but no speed upgrade.

Baldrick1 — Sun, 21 Aug 2022 11:45:20 GMT

@AWhite12345 wrote:

2. Factory reset
or
3. Is there a reboot button in the system UI somewhere?

Yes, There's a hole on the back just above the Power In connector. Push a paperclip or similar in here, keeping the switch closed until you get a Green light.

Alternatively, Log in to the Hub and go to the Advanced Settings, enter your password then go in to the System settings

Re: Fibre to home but no speed upgrade.

MisterW — Sun, 21 Aug 2022 12:09:13 GMT

Yes, There's a hole on the back just above the Power In connector. Push a paperclip or similar in here, keeping the switch closed until you get a Green light.

@Baldrick1 won't that do a factory reset ? I didnt think @AWhite12345 wanted a factory reset , just a restart to drop and reconnect the ppp session.

Re: Fibre to home but no speed upgrade.

Baldrick1 — Sun, 21 Aug 2022 12:12:46 GMT

@MisterW

Yes it will. There is no soft reboot function of which I am aware. I was responding to the 2. Factory Reset option in the OP's post.

Re: Fibre to home but no speed upgrade.

AWhite12345 — Sun, 21 Aug 2022 12:20:31 GMT

So just to confirm I have already done option 1 and nothing has changed.

Do I need to do the factory reset, or just wait for a plusnet person to test the line?

Re: Fibre to home but no speed upgrade.

MisterW — Sun, 21 Aug 2022 12:26:32 GMT

@AWhite12345 no you shouldnt need to do the factory reset. It's looking like a staff member is needed to check your account.

Re: Fibre to home but no speed upgrade.

Dan_the_Van — Sun, 21 Aug 2022 12:33:36 GMT

@MisterW @Baldrick1

There is a restart option found on the Home page left of Advanced settings

HTH

Re: Fibre to home but no speed upgrade.

Baldrick1 — Sun, 21 Aug 2022 12:36:28 GMT

So there is. Talk about not being able to see your nose in front of your face!

Thanks.

Re: Fibre to home but no speed upgrade.

MisterW — Sun, 21 Aug 2022 13:38:23 GMT

My excuse is I'm not currently using the Hub 2😀

Re: Fibre to home but no speed upgrade.

AWhite12345 — Sun, 21 Aug 2022 20:12:01 GMT

The UI reset also made no difference, will wait for customer support to intervene.

Thanks all for the input so far

Re: Fibre to home but no speed upgrade.

EmilyD — Wed, 24 Aug 2022 11:34:07 GMT

Hi @AWhite12345. I’m so sorry for how long it’s taken to get back to you! We’re quite busy right now, so it’s taking a longer than we’d usually like to get back to customers.

I'm sorry that you've not seen an increase in your speed after upgrading to Fibre to the Home and I appreciate the disappointment that this must have caused. Please can you send me your account username over on a private message and I will look into this for you.

Re: Fibre to home but no speed upgrade.

AWhite12345 — Wed, 24 Aug 2022 15:40:46 GMT

Hello,

The issue has now been resolved, an engineer came out today and replaced the white fibre box inside the house.

Thank you

Re: Fibre to home but no speed upgrade.

EmilyD — Wed, 24 Aug 2022 15:45:05 GMT

Thank you for getting back in touch, it's great to hear that an engineer has fixed this now. Please let me know if there's anything else that you'd like to discuss.

Regards,
Emily
Plusnet Leeds