topic Re: Move from BT to Plusnet in Full Fibre

Move from BT to Plusnet

NQY-ROBBO — Thu, 16 Nov 2023 09:27:53 GMT

Been with Plusnet now for 2 weeks, Broadband speed on the Full Fibre 900 package is horrendous, must be 4 times slower than when I was with BT. Really disappointed. Haven't changed anything in terms of the devices we use, Laptop and PS are still connected via Ethernet, minimal WiFi use for the two mobile phones we have, yet speeds are snails pace compared to BT just 2 weeks previously. Any suggetsions? Apart from cancelling Plusnet and crawling back to BT

Re: Move from BT to Plusnet

willcutforth — Thu, 16 Nov 2023 10:45:38 GMT

@NQY-ROBBO sounds like it is going at the speed of a sloth and that isn't what you are paying for! Be quicker for me to carry the data myself to you.

I have checked the line and it's showing all green to me, so I just need to check a few things. are you using the ethernet cables we provided? Are you also able to take a picture of the setup and send it to us so we have the full picture for you? Mainly the back of the router and the ONT as well.

Re: Move from BT to Plusnet

NQY-ROBBO — Thu, 16 Nov 2023 14:38:55 GMT

Hi Will

Yes, using the Ethernet cable from Plusnet. Attached are photos of the ONT and back of the router, also screenshots of the performance test results and the availability checker data, which I have sent on the second reply post.

Andy

Re: Move from BT to Plusnet

NQY-ROBBO — Thu, 16 Nov 2023 14:41:21 GMT

As mentioned

Re: Move from BT to Plusnet

willcutforth — Fri, 17 Nov 2023 14:06:22 GMT

Yeah that's horrendous! I'm guessing the speed tests were done via ethernet? The one you sent in then I mean!

Re: Move from BT to Plusnet

NQY-ROBBO — Fri, 17 Nov 2023 16:11:07 GMT

Yes on a laptop via Ethernet

Re: Move from BT to Plusnet

ClaudiaG23 — Sat, 18 Nov 2023 12:23:03 GMT

Hi @NQY-ROBBO Can you confirm the location of the router please? For example, it's not near anything electrical and it's in a central location?

Re: Move from BT to Plusnet

ghamilton123 — Sun, 19 Nov 2023 00:19:59 GMT

@willcutforth https://phys.org/news/2009-09-carrier-pigeon-faster-broadband-internet.html 😂

Re: Move from BT to Plusnet

Mark280 — Sun, 19 Nov 2023 01:21:11 GMT

This might be a silly question, but...

Re your 'Test Results' - if you click where it says "If you are testing 500Mb/1000Mb product speeds please click here" - do you get the same/what do you get?

Mightn't the 'Basic Speed Test' return erroneous results when you have a faster connection ?

Re: Move from BT to Plusnet

NQY-ROBBO — Tue, 21 Nov 2023 20:58:37 GMT

No further replies from PlusNet, they opened a question on my account regarding this, which I'm not allowed to reply to, so had to reply to the email. Haven't heard anything, really disappointed customer service.

Re: Move from BT to Plusnet

RobPN — Tue, 21 Nov 2023 21:03:23 GMT

@NQY-ROBBO wrote:

so had to reply to the email. Haven't heard anything,

@NQY-ROBBO

Unless things have changed, unfortunately it's not possible to communicate with PN by email.

Re: Move from BT to Plusnet

jab1 — Tue, 21 Nov 2023 21:04:30 GMT

@NQY-ROBBO Is the question open or closed? The email box you received the notification from is an unmonitored one, so you won't receive a reply.

Re: Move from BT to Plusnet

ClaudiaG23 — Wed, 22 Nov 2023 08:41:01 GMT

HI @NQY-ROBBO I commented on this thread over the weekend asking for additional information.

Can you confirm the location of the router please? For example, it's not near anything electrical and it's in a central location?

Re: Move from BT to Plusnet

NQY-ROBBO — Wed, 22 Nov 2023 09:19:26 GMT

Claudia, you opened a question re. This on 'Help Assistant' that does not allow me to reply to it hence I replied directly to the email. There are photos of the router and ONT in this thread, but I can again confirm there are no additional electrical equipment items near the router. Perhaps if you are able to enable replies via the question function we can take the issue there?

Re: Move from BT to Plusnet

James30 — Thu, 23 Nov 2023 19:53:09 GMT

@NQY-ROBBO - I can't change the working of the system, we use another application that integrates with the forum to message. Can you let me what's connected to the yellow ethernet cable in port 3, Is that the laptop? Just making sure it's not a booster, powerline adapter, mesh etc.

Please can you reset the router and reboot the ONT. That red ethernet cable isn't looking too good, do you have another 1 you can use (Make sure it's a cat5e not cat5 if you do). If not, use the yellow one in place of the red one and test over WIFI to see if we get any vast improvements.

Re: Move from BT to Plusnet

NQY-ROBBO — Fri, 24 Nov 2023 11:43:05 GMT

Hi James
The WAN cable is the one issued by PlusNet from the box the router came in. I can confirm it is CAT5.E as is the yellow Ethernet cable which is connected to a powerline adapter. However when the Speed test was performed the Laptop was plugged directly into the router via Ethernet.

Re: Move from BT to Plusnet

James30 — Fri, 24 Nov 2023 11:56:51 GMT

@NQY-ROBBO The red cable looks quite twisted from the picture so do you have another to try? Also would you be able to completely unplug both ends of the powerline adapters and run another speed test over ethernet? As the powerline adapters has a DHCP server it's not too unrealistic that it could be routing information incorrectly around the network. just unplugging them will confirm they have nothing to do with it.

So I can help you further please let me know all of the below;

Please confirm that you have tried another red ethernet cable? - Yes/no

Please confirm that you have rebooted the ONT? - Yes/no

Please confirm that you have reset the router? - Yes/no

Please confirm that you have run a speed test over ethernet whilst both powerline adapters are unplugged from the power and the router? Yes/no

Thanks

Re: Move from BT to Plusnet

Dan_the_Van — Fri, 24 Nov 2023 13:13:27 GMT

@James30

As the powerline adapters has a DHCP server it's not too unrealistic that it could be routing information incorrectly around the network

I'm not sure this claim stands up without knowledge of the type of powerline adapters which are being used. DHCP servers would be more likely associated with a remote wireless access point at the remote end of a powerline pair.

Edit: agree any speedtest should be performed when connected wired directly to the Hub