topic Re: Fibre Extra EXTRA!! in Full Fibre

Fibre Extra EXTRA!!

David-26 — Mon, 06 Dec 2021 13:00:29 GMT

Hello everyone, I recently reported what I thought was a slow download speed compared to that I signed up for (no reply as yet). I’ve just done a couple of speed tests using the BT speed tester and got these results. Is this just a glitch in the system or is my connection now turbocharged lol.

thanks in advance for any help.

David

Re: Fibre Extra EXTRA!!

jab1 — Mon, 06 Dec 2021 13:07:14 GMT

@David-26 Are you on a 40/10 or 80/20 connection? The 150Mb/s result is obviously garbage, the other one is possible if you are on 80/20 and fairly close to the cab - although the upload looks a little low.

Re: Fibre Extra EXTRA!!

Baldrick1 — Mon, 06 Dec 2021 13:47:54 GMT

@David-26

‘‘Tis is an old chestnut. It’s a glitch on some Ipads and perhaps other devices. My IPad reports 262 Mbps. If only!

Try a different speed tester.

Re: Fibre Extra EXTRA!!

David-26 — Mon, 06 Dec 2021 13:44:17 GMT

Hello John

thank you for prompt reply. I am on 80/20 package afaik. I received an email last Friday with details of my account as follows

Estimated peak time speeds:

Download: 55 - 72Mb
Upload: 16 - 18Mb

These are the speeds your line is capable of at peak times.

Current line speed: 43.4Mb

This is a measure of the actual line speed you are now receiving based on the product you have taken.

Minimum Guaranteed Speed: 50Mb

This is the minimum speed you should expect to achieve on your line.

When I sign into my account the figures are completely different 38-41 download, 12-14 upload, MGS 31.8 current line speed 43.4

These last figures prompted me to use the troubleshooter and see if there a speed problem.

Re: Fibre Extra EXTRA!!

jab1 — Mon, 06 Dec 2021 13:53:17 GMT

@David-26 I would ring in, hope you get a clued-up adviser, and ask them to explain what is actually happening with your connection. Unless @Baldrick1 can spot something I can't, that communication does not make sense.

What does BT Broadband say (a Screenshot with the phone number hidden) would be best.

Re: Fibre Extra EXTRA!!

Baldrick1 — Mon, 06 Dec 2021 14:24:14 GMT

@jab1

See here: https://community.plus.net/t5/Fibre-Broadband/Fibre-Extra-EXTRA/m-p/1844879#M129956

@David-26

Are you testing over wireless? If so you need to test using an Ethernet cable connected directly between your hub and a computer.

If it's still bad you should take the front off the BT Master Socket, you may need to remove two screws. In behind you will find the test socket. Plug your filter in here and do the wired speed test again.

Let us know how you get on.

Re: Fibre Extra EXTRA!!

David-26 — Mon, 06 Dec 2021 14:23:25 GMT

Here’s the screenshot John, hope it’s ok. Will give support a call when you’ve has a look.

many thanks for your help

Re: Fibre Extra EXTRA!!

Baldrick1 — Mon, 06 Dec 2021 14:27:29 GMT

@David-26

Follow @jab1 instructions by all means. It looks like it is a network problem from these results. They will probably tell you to take the front off the master socket and test from there as I have already suggested.

Re: Fibre Extra EXTRA!!

jab1 — Mon, 06 Dec 2021 15:09:39 GMT

@Baldrick1 wrote:

@jab1

See here: https://community.plus.net/t5/Fibre-Broadband/Fibre-Extra-EXTRA/m-p/1844879#M129956

Yep, saw that, but it looks like a confusing email from Plusnet, to me, and the max. observed on the BTW report is below the Handback Threshold.

@David-26 I would definitely ring PN and ask them what the situation is. Do you have a desktop/laptop to do a wired speedtest on?

Re: Fibre Extra EXTRA!!

David-26 — Mon, 06 Dec 2021 15:53:21 GMT

Hello John

results from wired connection in bt test socket attached… (been delayed by school run )

David

Re: Fibre Extra EXTRA!!

jab1 — Mon, 06 Dec 2021 15:58:32 GMT

@David-26 Raise a fault at faults.plus.net As @Baldrick1 says above, this is a network problem which needs Plusnets attention.

Re: Fibre Extra EXTRA!!

David-26 — Mon, 06 Dec 2021 17:46:50 GMT

Hello John

I did report the speed problem on 30 November ref 220063914 and am waiting on a response from the Support Team

David

Re: Fibre Extra EXTRA!!

Gandalf — Mon, 06 Dec 2021 20:41:28 GMT

Thanks for your post @David-26

I'm sorry to see you're having speed issues. I've tested your line tonight and the tests aren't showing any issues, but I can see your speed's definitely below where we'd expect.

To investigate further, could you respond to the support ticket I've created on your account Here with when you'll be available for an engineer visit? If you can post back once you've done so, I'll make sure we book the engineer as soon as we can.

With regards to the ticket 220063914, from what I can see we haven't picked this up as there were additional steps at faults.plus.net you'd have needed to carry out first before the troubleshooter ticket is passed to our faults team.

Not to worry though, feel free to close that ticket or let it expire by itself as we can progress things on the ticket I've made.

Re: Fibre Extra EXTRA!!

David-26 — Mon, 06 Dec 2021 21:25:23 GMT

hello Anoush

Thank you in advance for your help with this matter.

i am available for an engineer visit any time in the next two weeks other than the morning of Monday 13 December.

best regards

David

Re: Fibre Extra EXTRA!!

RealAleMadrid — Tue, 07 Dec 2021 07:36:00 GMT

@David-26 Have you replied to the ticket 220218355 that @Gandalf raised in message #13. for security reasons you need to state your availability for an engineer visit there, rather than on the forum.

Re: Fibre Extra EXTRA!!

TheMightyAJ — Tue, 07 Dec 2021 10:39:46 GMT

Hey @David-26,

I'm glad to hear that this is the case. Please could you add your top 3 preferences during this period of time to this support ticket so that we can book an appointment in?

Re: Fibre Extra EXTRA!!

David-26 — Tue, 07 Dec 2021 11:20:19 GMT

Hi Alex

I’ve added dates to the ticket.

thank you for your help

David

Re: Fibre Extra EXTRA!!

TheMightyAJ — Tue, 07 Dec 2021 14:08:40 GMT

Thanks for logging that onto the ticket for us @David-26. I've had a look at it again and I can see that our Faults Team have picked this up for you now. Please let us know how the visit goes and we'll be more than happy to pick this back up for review should there be any further problems.

Re: Fibre Extra EXTRA!!

David-26 — Fri, 10 Dec 2021 15:11:12 GMT

Hi Alex

Just an update regarding the speed issue. The BT Engineer (a top lad 👍) did some work at the cabinet and the street connection, and speed is currently running at 52.30 down 16.59 up. Downstream sync 57.537 upstream 18.547

He was hoping for a bit faster but it’s fine with me. Hopefully things will remain stable and above the mgs of 50.

Thanks to all involved in resolving things, best wishes to everyone in the community

David

Re: Fibre Extra EXTRA!!

Gandalf — Fri, 10 Dec 2021 17:51:23 GMT

Hi David, thanks for getting back to us.

I'm glad to see the engineer's efforts brought your speeds up.

If you'd like to leave your thanks for them, I'd recommend filling out the form on Openreach's site Here.

Let us know if you have further issues or there's anything else you'd need help with.