topic Re: Fibre Optic Worse Than Adsl in Plusnet Feedback

Fibre Optic Worse Than Adsl

Roadie — Wed, 20 Aug 2014 06:39:23 GMT

Had our "upgraded" fibre optic installed yesterday, engineer two and a half hours late, naturally, no phone call, no apology and, to add insult to injury bb speed slower than before, unbelievable. Were told to expect download speed of 33 Meg, actual download speed 1.3 Meg, before upgrade was 1.8 Meg. Upload speed gone from 300kps to 8 Meg, something not right surely !

Re: Fibre Optic Worse Than Adsl

AndyH — Wed, 20 Aug 2014 07:12:51 GMT

I imagine Plusnet need to update their profile to reflect your new line speed.
What does it say for Current Line Speed here - https://portal.plus.net/my.html?action=data_transfer_speed ?
You can get compensated for the missed appointment slot.

Re: Fibre Optic Worse Than Adsl

Roadie — Wed, 20 Aug 2014 07:26:35 GMT

Andy, thanks for the reply, current line speed is 1.4 Meg, stone age and worse than it was before the "upgrade" !!!

Re: Fibre Optic Worse Than Adsl

AndyH — Wed, 20 Aug 2014 07:27:47 GMT

Plusnet need to update that to reflect your new FTTC speed.

Re: Fibre Optic Worse Than Adsl

Roadie — Wed, 20 Aug 2014 07:47:49 GMT

I called Plusnet last night and was assured I'd receive a supervisor call first thing this morning, will post again after the call......

Re: Fibre Optic Worse Than Adsl

Anotherone — Wed, 20 Aug 2014 08:12:52 GMT

@Roadie
Run the BTw Performance test (ignore the red preamble except make sure no other programs are using the Internet) and at the end of the first run, click the Further Diagnostics button, enter just your Phone number and Run the Further Diagnostics Test.
Do a Copy and Paste of the results and post here (no need to grab an image).
Again check your Current Line speed (Login required)
It's got nothing to do with "stone-age", it's simply that your profile hasn't updated to match the new BT IP Profile.
@Plusnet - What is the matter with CSC WHY aren't updates to Current Line Speed not being implemented when a customer phones in. This should be a matter of routine, not all this BS about oh a supervisor will call you back - no wonder you can't handle the volume of calls and tickets
Also, why are we seeing an increased frequency of this issue when people move to Fibre, the Current Line speed was being set to the default 78Mbps (or 38Mbps?) awaiting the first automatic profile update?

Re: Fibre Optic Worse Than Adsl

AndyH — Wed, 20 Aug 2014 08:19:06 GMT

Quote from: Anotherone
@Plusnet - What is the matter with CSC WHY aren't updates to Current Line Speed not being implemented when a customer phones in. This should be a matter of routine, not all this BS about oh a supervisor will call you back - no wonder you can't handle the volume of calls and tickets
Also, why are we seeing an increased frequency of this issue when people move to Fibre, the Current Line speed was being set to the default 78Mbps (or 38Mbps?) awaiting the first automatic profile update?

+1
I also have to question why PN did not put a service status yesterday about an authentication issue for new users (several already posted on here and a number on Twitter).

Re: Fibre Optic Worse Than Adsl

Roadie — Wed, 20 Aug 2014 08:24:41 GMT

@ Another one :

Re: Fibre Optic Worse Than Adsl

AndyH — Wed, 20 Aug 2014 08:26:10 GMT

Once your line speed is updated (which takes PN all of 30 secs to do), you'll get full line speed.

Re: Fibre Optic Worse Than Adsl

Anotherone — Wed, 20 Aug 2014 08:27:04 GMT

Quite right Andy, and I've not been impressed by the general level of information given in some Service Status notices as mentioned here
@Roadie, a tip, whilst screenshots can sometimes be useful, usually a plain text copy and paste of speedtest results is usually good enough.

Re: Fibre Optic Worse Than Adsl

LinnPlusnet — Wed, 20 Aug 2014 08:58:22 GMT

Thanks for your time on the phone this morning, Roadie. If you have any further problems don't hesitate to let us know.

Re: Fibre Optic Worse Than Adsl

Roadie — Wed, 20 Aug 2014 09:04:36 GMT

Linn,
Thank you for the courtesy call this morning, am glad that you picked this up on the forum given that the member of staff who, last night, logged me for a supervisor call this morning, did not actually do it !! Download speed now bouncing between 17- 43 meg, am assuming that this will settle down but will monitor it to make sure.
Thanks too, to the members who responded to this thread, much appreciated,

Re: Fibre Optic Worse Than Adsl

Anotherone — Wed, 20 Aug 2014 09:06:36 GMT

Quote from: Anotherone
@Plusnet - What is the matter with CSC WHY aren't updates to Current Line Speed not being implemented when a customer phones in. This should be a matter of routine, not all this BS about oh a supervisor will call you back - no wonder you can't handle the volume of calls and tickets
Also, why are we seeing an increased frequency of this issue when people move to Fibre, the Current Line speed was being set to the default 78Mbps (or 38Mbps?) awaiting the first automatic profile update?

Linn, could you get some one to answer that please.

Re: Fibre Optic Worse Than Adsl

LinnPlusnet — Wed, 20 Aug 2014 09:20:19 GMT

I agree, Anotherone. The first thing I did was check the speed profile and realised it was down at 1.4Mbps. This was due to the delta report being delayed coming in from BTW still sending us the report through from the ADSL connection as opposed to the new FTTC connection. The delta report came through BEFORE the FTTC order completed so on BTW systems it did still look like the customer was on ADSL.
Admittedly, this could've been resolved yesterday when the OP called in the spoke to the advisor so I will be feeding that back internally.
Roadie, glad to hear the speed's on the up for you If you do have any queries please do get in touch!

Re: Fibre Optic Worse Than Adsl

Anotherone — Wed, 20 Aug 2014 09:25:26 GMT

I know you are working like a good'un to solve these problems, but this sounds like a case of needing some escalation as well. These delayed Delta reports are causing all sorts problems across the board, not just for new Fibre connections.

Re: Fibre Optic Worse Than Adsl

Roadie — Wed, 20 Aug 2014 09:27:49 GMT

Linn,
All looking good so far, one correction to your comment below though :
"Admittedly, this could've been resolved yesterday when the OP called in the spoke to the advisor so I will be feeding that back internally"
When I spoke to the advisor yesterday, I was calling to say that the engineer had not turned up, at that point the upgrade had not taken place so the guy I spoke to could not resolve the problem, he was going to arrange a call from a supervisor today but he didn't, fortunately for me you picked it up, thanks again

Re: Fibre Optic Worse Than Adsl

AndyH — Wed, 20 Aug 2014 09:28:42 GMT

These delayed/incorrect delta reports have been an issue for an eternity. If you had a penny for the number of times PN have had to manually adjust someone's line speed, you would be a millionaire now.

Re: Fibre Optic Worse Than Adsl

Anotherone — Wed, 20 Aug 2014 09:34:04 GMT

Very true. It's another non-job for the CEO

Re: Fibre Optic Worse Than Adsl

Townman — Wed, 20 Aug 2014 11:27:37 GMT

Yet another well known issue requiring a tactical solution. Surely some defensive check could be added to the update process to trap stale updates from BTOR?
Or is there a need to change the process / user expectations? I recall Chris Pettitt's FTTC documentation stating that running speed tests should be avoided for the first 2-3 days as systems would not have updated.
I guess it's hard to prevent people testing out their brand new shiny FTTC service as soon as it's "out of the box" and being disappointed that it's not as fast as expected. I guess even setting a default profile on notification of the FTTC installation and rejecting any delta within the first 48 hours which looks silly still has to wait for the BTOR complete notification.

Re: Fibre Optic Worse Than Adsl

goldenfibre — Wed, 20 Aug 2014 17:08:28 GMT

That's odd to me but why is Chris Pettitt say to me last February when my FTTC was live have to wait for 2 weeks before BTw speedtest to work. But strange, Roadie get his BTw speedtest to work instant with ip profile reading on day one from ADSL to FTTC, mine doesn't until Chris Pettitt fixed it after 16 days.
Very strange behaviour in delta report! Don't understand why some is work, some don't!