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Delayed BB activation

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Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Delayed BB activation

Hi again linopizzi,
Sorry to hear that you've seen a few issues with the speeds,  I can confirm that the speed estimates for your line are shown as 62.4mbps to 72.6mbps so you should really see something within this range. Given this I would suspect that there could be issue somewhere along the line so if you haven't seen any change in the speeds or if you're still seeing packet loss, it may be worth raising this with the fault team here.
In addition to this, have you altered the equipment on your side since the engineer installed the BT Modem and (I'm on presuming) the Plusnet router?
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Grafter
Posts: 26
Registered: ‎17-09-2014

Re: Delayed BB activation

Hi Andy,
thanks for coming back to no I haven't touch anything. Speed report: last night lowest down 8.83 MB up 3.43 - highest down 37.85 up 18.38.
with continuos up and down in a very small time slot (I guess the duration of a ping to an external server).
Shall I raise a case then? And maybe replace the router after?
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Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Delayed BB activation

Hi linopizzi,
If you have the same equipment set up as you did when the engineer finished the installation of the service I would say that it's best to get this raised with the fault team so that they can continue investigation. If there has been an alteration in the modem or router being used then I would suggest moving back to the previous equipment to test the connection and see if this resolves the problem.
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Grafter
Posts: 26
Registered: ‎17-09-2014

Re: Delayed BB activation

No alteration - my question was - I can have a cisco router, would you recommend to replace the exiting one  to eliminate the problem? I haven't touched anything from the first installation.
I'll raise a ticket
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Grafter
Posts: 26
Registered: ‎17-09-2014

Re: Delayed BB activation

Hi Adam tried to open a case online got the message below what does it means?
"Broadband Troubleshooter - Error
There's been a problem
We're sorry, but you can't use the Broadband Troubleshooter to report a fault on your service. Please contact our Support Team for help."
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Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Delayed BB activation

Hi again,
You could certainly try replacing the router to see if this make any difference to the issue however I would still suggest raising this with the support team before hand to see what comes up in the testing of the line/equipment.
The error you're seeing normally only appears if you already have a fault open but checking your account doesn't show an open fault ticket so this is a bit strange and could well be a one off issue. If you see the error again when raising a fault here I would suggest giving the support team a call and running through the checks with them which will speed up the process a little as the suppler side testing can be raised right away.
The direct number for the support team is 0800 432 0200 if you decide to call this in.
Highlighted
Grafter
Posts: 26
Registered: ‎17-09-2014

Re: Delayed BB activation

Still problems in raising the TT online - can I spend 20 min on the phone waiting for someone to reply???