topic Re: PlusNet thinks I'm already on Full-Fibre in My Order

PlusNet thinks I'm already on Full-Fibre

OryxCallotis — Tue, 03 Oct 2023 15:00:42 GMT

I made this topic a while ago, never got round to sorting it.

Asked the landlord today, he's happy for me to do whatever to get the line changed to full-fibre, and hopefully get the mix-up sorted. I had a look at upgrading my own connection via online and, as expected, I got this e-mail after confirming everything;

Should I do anything on my end yet, or wait for someone to check it first?

Re: PlusNet thinks I'm already on Full-Fibre

bmc — Tue, 03 Oct 2023 15:10:22 GMT

@OryxCallotis

As far as I'm aware you wait for PN to do their checks and then contact you.

AS you currently have a landline I assume you're aware you lose your phone service when you move to FTTP. If the number is important to you you'd need to "port" it ASAP after FTTP is installed.

Brian

Re: PlusNet thinks I'm already on Full-Fibre

MisterW — Tue, 03 Oct 2023 15:24:21 GMT

@OryxCallotis as was suggested on your previous thread, there's likely a problem on Openreachs database with the existing FTTP connection being wrongly associated. If you don't here from PN in the next day or so, then give Customer services a call and find out what the problem is.

Re: PlusNet thinks I'm already on Full-Fibre

adamwalker — Tue, 03 Oct 2023 17:38:58 GMT

Hey @OryxCallotis This will be due to what Will has helped you with here: Ping times - Plusnet Community

When there's an open fault it stops us being able to make changes to your service. Once that's out of the way we'll be able to get that moving again for you.

Adam

Re: PlusNet thinks I'm already on Full-Fibre

adamwalker — Wed, 04 Oct 2023 11:04:51 GMT

Just checking back in as I can see the fault has been cleared back to us meaning it should be fixed now. Can you check on that and let me know please and I'll get things moving with your order.

Re: PlusNet thinks I'm already on Full-Fibre

OryxCallotis — Wed, 04 Oct 2023 15:44:55 GMT

Thanks, I took a look but my ping times are still like double what they've been for the past few years, and my download speeds are down to about 5MB/s from 7MB/s or so. I've heard that having your router go off and on multiple times (having the power cut out, mentioned in the other topic) triggers something in the network that makes it think your connection is unstable, so it moves you onto a slower, more stable, line (something like that).

Don't know if that's anything to do with it, or if it's to do with my application for FTTP and needing to get an engineer out. 👴

Re: PlusNet thinks I'm already on Full-Fibre

adamwalker — Wed, 04 Oct 2023 16:58:42 GMT

No worries, it's the other way around if you get me, the FTTP application can't move forward because of the fault. No sign of needing an engineer yet.

The way we detected the cause of the high pings is due to line tests failing showing a "noisy copper line" so that side of it has been fixed and line tests are passing but we're seeing this manifesting as a dropping connection.

That will be happening as because it was a landline fault that's started a 3 day stabilization period so we'll just need to wait for that to pass first to see how things are.

I know it's a bit complex to say the least but lets see how things are on Friday to cut a long story short and if it's no better we'll likely need to send out an engineer.

Re: PlusNet thinks I'm already on Full-Fibre

OryxCallotis — Sun, 08 Oct 2023 22:18:40 GMT

My pings and download speeds are still the same. 😲

But I'm assuming an engineer will be coming down anyway, to get the FTTP installed. 😌

Re: PlusNet thinks I'm already on Full-Fibre

adamwalker — Mon, 09 Oct 2023 12:26:08 GMT

Sorry to see that, it all depends on which you'd prefer to do first as booking a fault engineer will delay the installation and vice versa.

Re: PlusNet thinks I'm already on Full-Fibre

OryxCallotis — Tue, 10 Oct 2023 02:24:51 GMT

If someone could see if there's a fault first then do the FTTP install after that'd be great, if there's an option.

Re: PlusNet thinks I'm already on Full-Fibre

adamwalker — Tue, 10 Oct 2023 11:37:29 GMT

what are your pings like at the moment and can you run a speed test over a wired connection for us too please?

Re: PlusNet thinks I'm already on Full-Fibre

OryxCallotis — Tue, 10 Oct 2023 16:37:05 GMT

My download speeds used to be around 70Mbps or so. Not really that bothered if I'm getting FTTP though.

My pings to cloudflare/google DNS/BBC all used to be around 14-16ms (consistent) and now they're about double (consistent).

Re: PlusNet thinks I'm already on Full-Fibre

adamwalker — Tue, 10 Oct 2023 17:16:19 GMT

Cheers for that, line tests are showing speeds are below estimates too.

We just need to do some checks on your set up as a matter of course for the next step.

We can do that by giving you a call and going through an app called "Rescue Lens" which is usually the quickest way so let me know if that works for you.

Re: PlusNet thinks I'm already on Full-Fibre

OryxCallotis — Wed, 11 Oct 2023 05:06:30 GMT

Thanks a lot, the app's installed. If someone rings, it'd be great if it's after 2pm as I work nights.

I got an text today saying the FTTP gets switched on as well, on the 26th. Is an engineer coming around for that as well? I'm guessing they need to replace the phone socket and wiring with all the kit you need for FTTP.

Re: PlusNet thinks I'm already on Full-Fibre

ClaudiaG23 — Fri, 13 Oct 2023 12:25:12 GMT

Hi @OryxCallotis it looks like the order has progressed in-between us waiting to raise the fault.

It's entirely up to you, I can cancel the upgrade to Full Fibre and carry on with the fault or we can leave it for the upgrade to go through?

Re: PlusNet thinks I'm already on Full-Fibre

OryxCallotis — Tue, 17 Oct 2023 09:29:03 GMT

I confirmed the engineer visit to install the fibre, thanks. My downloads and ping have stabilized as well, I'm assuming it was partly because of the constant power cuts in my building for that one day like I mentioned, but I appreciate checking the line as well.

Thanks for the help.