topic Re: Upgraded to Unlimited Fibre speed unchanged. in Full Fibre

Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Thu, 04 Nov 2021 20:35:10 GMT

Conected the new router today conected fine with out problems, but the speed has not changed, still at 5Mbps.

Is there anything that we can do to improve the speed? We thought it would work straight away or do we have to wait for it to settle down?

Thanks

Re: Upgraded to Unlimited Fibre speed unchanged.

jab1 — Thu, 04 Nov 2021 20:42:23 GMT

@Spectacles Welcome to the forums. I assume this is a switch from ADSL to FTTC? Have you been advised that the FTTC connection has been completed?

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Thu, 04 Nov 2021 20:53:29 GMT

Thanks for the reply.

I cannot see anything in any of the emails about FTTC connection. We were told it would will change over on 29th October 2021, but we only received the router today, do you know how long it takes for the connection to take?

Thanks

Andrew

Re: Upgraded to Unlimited Fibre speed unchanged.

jab1 — Thu, 04 Nov 2021 20:58:04 GMT

OK. Can you post the 'Help desk' tab from your router please, obscuring any personal details? the picture below should help you find the information requested.

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Thu, 04 Nov 2021 21:05:12 GMT

Thanks

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Thu, 04 Nov 2021 21:07:00 GMT

Re: Upgraded to Unlimited Fibre speed unchanged.

jab1 — Thu, 04 Nov 2021 21:11:30 GMT

According to that, you are still connected on ADSL, and as an aside, your downstream SNR margin is very high.

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Thu, 04 Nov 2021 21:15:18 GMT

Thank you for that, do I need to ring Plusnet to get it changed over or will they let me know when it has been changed?

Andrew

Re: Upgraded to Unlimited Fibre speed unchanged.

jab1 — Thu, 04 Nov 2021 21:22:48 GMT

What did the email advising you of the changeover date actually say? It looks like BT/OR have not connected you to the Fibre cab yet?

It is possible a PN staffer will pick this up tomorrow and update you on the situation.

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Thu, 04 Nov 2021 21:26:34 GMT

We've received your product change request and have now started the process of moving your products to:


•	Broadband package: Unlimited Fibre

•	Phone package: Evening and Weekends

•	Contract: 18 months

•	Hardware: Plusnet wireless router

This will change over on 29^th October 2021 and your new cost per month will be £26.71.

Re: Upgraded to Unlimited Fibre speed unchanged.

jab1 — Thu, 04 Nov 2021 21:33:15 GMT

Ah, thanks for that. It looks like they have either forgotten to action this, or there may be a BT/OR engineer problem - they do need to physically go and make changes at the cab, and there is sometimes a shortage of resources.

You could ring them tomorrow, but as I said, the chances are a PN Help Team member will pick this up - sometimes more productive than the first-line phone support.

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Thu, 04 Nov 2021 21:37:23 GMT

Thanks for all your help, i'll wait to see what happens tomorrow.

Thanks again.

Andrew

Re: Upgraded to Unlimited Fibre speed unchanged.

adam945 — Fri, 05 Nov 2021 11:32:37 GMT

Hey @Spectacles

Thanks a lot for reaching out and I'm sorry to see the problems you're having here. No need to call in though, I've had a look at the fibre upgrade order and can see that while we requested a completion date of 29/10/2021, Openreach have had to push this back to 08/11/2021 due to fibre engineer availability. No one will need to come to your property, it's just work to be done at the cabinet.

Our billing system knows of this delay, so you won't be getting charged for a fibre service that you don't have. Please feel free to let me know if you have any further questions.

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Mon, 08 Nov 2021 14:12:13 GMT

Hello

The change over has now taken place, but the speed is only 18Mbps no where near the promised minimum of 30.9Mbps. Will the speed increase, or is there a problem

Andrew

Re: Upgraded to Unlimited Fibre speed unchanged.

Gandalf — Mon, 08 Nov 2021 16:56:29 GMT

Hi Andrew, I've tested your new fibre service and the tests are showing what's known as a bridge tap which is generally a wiring issue. Could you try plugging your router into the test socket explained Here making sure you aren't using extension cabling between the router and the telephone socket? Let me know how it goes.

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Mon, 08 Nov 2021 17:12:06 GMT

The speed with the router plug into the test socket is 35.4 Mbps.

Thanks

Andrew

Re: Upgraded to Unlimited Fibre speed unchanged.

Gandalf — Mon, 08 Nov 2021 19:46:22 GMT

Thanks for getting back to me Andrew.

Looking a lot better! Which suggests there may be an issue with extension wiring or the faceplate. Are you OK to leave your router plugged into the test socket? It'll be perfectly fine to do so as that's where I leave my router at home all the time.

Re: Upgraded to Unlimited Fibre speed unchanged.

Spectacles — Tue, 09 Nov 2021 19:39:13 GMT

Prefer not to have the cable plugged into the test socket, as this leaves wires inside exposed.

Andrew

Re: Upgraded to Unlimited Fibre speed unchanged.

198kHz — Tue, 09 Nov 2021 19:45:59 GMT

It's 50V DC. No harm will come to anyone or anything. 🙂

Re: Upgraded to Unlimited Fibre speed unchanged.

adam945 — Wed, 10 Nov 2021 08:52:19 GMT

Tests are showing better speeds now @Spectacles, and as @198kHz has pointed out, leaving your router plugged directly into the test socket should pose no issues at all, plenty of people do it all the time. You can however purchase a new faceplate from an electrical store, or get an electrician to put another one on for you if you want.

KBD

GEA Test Detail
Circuit ID	NA	Service ID


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	40.0 Mbps
Upstream Speed	7.8 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	869.1
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From04:00to04:15
Interference Location	Unknown
Interference Observed In Days	2
Home Wiring Problem	Not Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2021-11-08T23:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	39.9 Mbps	39.9 Mbps
Up Stream Line Rate	7.6 Mbps	7.7 Mbps	7.7 Mbps
Up Time	861.0 Sec	900.0 Sec	899.2 Sec
Retrains	0.0	1.0	0.0