topic Re: FTTP speed upgrade issue in Full Fibre

FTTP speed upgrade issue

storesman — Tue, 10 Dec 2024 08:18:50 GMT

I was added to the plusnet FTTP pilot at 78mbps in February 2018 after BT Openreach installed the infrastructure in our village in 2017. I never had any issues with the service and in late 2022 choose to leave the pilot to take the commercial FTTP 145mbps offering from plusnet. It was a painful process that took a couple of months and for some reason plusnet said I had to have a whole new account created with them (which meant I had to change username, lost access to some of my emails etc). In early November, I was out of contract so looked to move to Vodafone and placed an order for their 300mbps product then quickly got a counter offer from plusnet for their 300mbps product which I accepted. After seeing no progress on the order, I again contacted plusnet who offered me 5000mbps and said they needed to place a new order. Again, no progress on this order, so I escalated at plusnet and was finally told that the issue was with the equipment at the exchange not being able to give me the speed I ordered even that I was able to place the order. I was given the option to either 1) get a new ONT installed or 2) wait until 13th December as the equipment connecting to my existing ONT is being updated then and I will be able to get 500mpbs. I have gone with the latter but I am not convinced it is going to work - can anyone offer any insight on this @Gandalf ?

The text in the most recent plusnet update says:

"As discussed the order is not progressing due to the card not able to increase the speed at the cabinet. This is due to be changed on 13/12/2024 to 1000 mbps. Once this has been done then we can place your modify order."

Yet if I look at https://www.broadbandchecker.btwholesale.com/ I see the following:

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage

From what I can tell, my ONT is not provided by ECI as it has a Huawei sticker on it (and there is no ECI at the start of the serial number)

Re: FTTP speed upgrade issue

MisterW — Tue, 10 Dec 2024 08:42:37 GMT

As discussed the order is not progressing due to the card not able to increase the speed at the cabinet

I'm sorry but that's rubbish, the cabinet has nothing to do with FTTP!. The fibre goes straight back to the exchange.

Re: FTTP speed upgrade issue

Gandalf — Tue, 10 Dec 2024 08:59:30 GMT

Sorry for the issues you're having. Unfortunately, I don't think I can't help with the order, but I can see you've been assigned a case handler from our complaints team, so it may be worth asking them, if you haven't already.

I just wanted to give you a heads up that you can safely ignore an email you may receive regarding a product change to "Plusnet Mail". Your old account wasn't fully updated after the migration to your new/current one in 2022, and I didn't want it to end up being cancelled in error, so I've made sure we've updated it now.

If you have any questions, please let me know.

Re: FTTP speed upgrade issue

storesman — Tue, 10 Dec 2024 09:29:07 GMT

Thank you for the update - the case handler has been helpful in moving things forward so far and I was really just looking for more insight as to what the actual issue is. I'll see what happens over the next few days and hopefully my 17th December my speed upgrade will have been completed successful. And yes, I got the email about my old account upgrade - TBH I was rather concerned when it came through as I have a number of subscriptions associated with the emails on that account that I can't lose!