topic Re: Are these the correct speeds in Full Fibre

Are these the correct speeds

EDD1 — Thu, 30 Sep 2021 11:12:56 GMT

Hi upgrade to Fibre Extra and seems slow. It says on USWITCH SPEED TEST DOWNLOAD 4.8 MPS and on BT test 4.93 MPS. My account shows i am still on Broadband unlimited which i am not

Re: Are these the correct speeds

jab1 — Thu, 30 Sep 2021 11:23:22 GMT

@EDD1 Those speeds do seem slow. Can you do the 'Additional Diagnostics' on the BT test, please?

When did you switch to Fibre Extra, and have you had confirmation that the order has completed?

Re: Are these the correct speeds

EDD1 — Thu, 30 Sep 2021 11:48:23 GMT

hope this is what your looking for. was upgraded on Wednesday

Re: Are these the correct speeds

jab1 — Thu, 30 Sep 2021 11:51:03 GMT

That is what I was looking for, thanks - it proves your upgrade is not completed. You need Help Team intervention.

Re: Are these the correct speeds

Mustrum — Thu, 30 Sep 2021 11:52:18 GMT

It looks like you are still on ADSL, or that is all your line will support.

If you enter your phone number into the BTW DSL checker I should give us a bit more of an idea.

If you could post the results, but hide your phone number.

Re: Are these the correct speeds

EDD1 — Thu, 30 Sep 2021 11:57:11 GMT

Here you go

Re: Are these the correct speeds

jab1 — Thu, 30 Sep 2021 12:00:57 GMT

Well, you can get Fibre to the cabinet at a reasonable speed, but you are still on ADSL.

What communication have you had from Plusnet over this matter?

Re: Are these the correct speeds

EDD1 — Thu, 30 Sep 2021 12:09:31 GMT

more information

Re: Are these the correct speeds

LaurenB — Thu, 30 Sep 2021 16:26:31 GMT

Hiya @EDD1, thanks for getting in touch. I am sorry to hear your speeds haven't yet increased as expected.

I have provided a further response regarding this here for you: https://www.plus.net/wizard/?p=view_question&id=218405228

Re: Are these the correct speeds

jab1 — Thu, 30 Sep 2021 16:31:21 GMT

@LaurenB Not that this is any of my concern, but if a customer posts on here and gets a Community response, would it not be an idea to give those Community members an idea of the issue - unless of course it is a 'commercial secret'?

Re: Are these the correct speeds

198kHz — Thu, 30 Sep 2021 16:43:45 GMT

Agreed, @jab1

Too often we see a response such as

I have provided a further response regarding this here for you: https://www.plus.net/wizard/?p=view_question&id=218405228

which should only be necessary for account/billing matters.

Re: Are these the correct speeds

adam945 — Fri, 01 Oct 2021 08:21:34 GMT

Hey @198kHz and @jab1

While we did request a particular activstion date for a fibre service to become active, these orders are subject to engineer availability and can be pushed back. This is what has happened here.

Re: Are these the correct speeds

jab1 — Fri, 01 Oct 2021 08:27:54 GMT

Thanks @adam945 - so not commercially sensitive, and a straight answer on the forums would have saved us wondering.

Re: Are these the correct speeds

198kHz — Fri, 01 Oct 2021 10:19:01 GMT

Thanks @adam945

Seeing tech matters through to a resolution helps us to help in the future. 🙂