Fibre and speed....

[#1]

Hi, Have a new fibre account through copper...How long does it take to get up to speed that they advertise. Running very slow since moving over in the last week. My old account was running at 46mb down and 16mb up... the new account is meant to be faster but only getting 18mb down and 4mb up.. playing havoc with my gaming and smart TV streaming.  thanks.

[#2]

@Andy2020 Is this a change from FTTC to SOGEA? 

I suspect there could be a fault. Send a text to the fault diagnostic number.

[#3]

[#4]

Hi there, It's FTTC.  We had the phone line rental removed but we had to start a new package with plusnet and it has been very slow both ways down and up. Have been contact with them and plusnet said it could take upto 14 days to settle and be up to their given speed. Thanks.

[#5]

Since you were with FTTC from the sounds of it and now on SOGEA (FTTC without landline) I wouldn't expect that long if any time at all for it to settle.

Please would you post a screenshot (blanking out your username) of the Broadband stats from the router which give the speed and the noise margin values? This'll make a good start towards identifying what can be done.

[#6]

Hi, Think this is an upgrade error that has been tried to be fix at plusnet side but still not working to speed up the download and upload speeds. It's been showing "we're updating your service" for the past week. My previos account was way faster and nothing has changed my side.

[#7]

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@Andy2020 wrote:

... Think this is an upgrade error that has been tried to be fix at plusnet side ...

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Nope.

Changing from FTTC to SOGEA doesn't involve changing anything about your broadband connection, all that happens is your telephone number is disassociated from your landline voice circuit by software at the telephone exchange.  This will not affect your broadband speeds.

If you started a new Plusnet contract, then it is possible (but unnecessary) that the new contract triggered a DLM reset on your VDSL2+ line at the FTTC cabinet.  If your VDSL connection previously had a signal to noise ratio of say 3dB, then a DLM reset that restarts the line at 6dB would reduce your sync speeds a bit,  BUT NOT drop it from 46/16Mbps to 18/4Mbps.

As you chose to discontinue your Plusnet phone service, did you at the same time -

• unplug your old phone from the master socket ?
• change the DSL filter that your router plugged in to ?
• did you move the broadband router or change it's wiring ?
• remove any internal phone extension wiring ?

The most likely causes of your problem, are either you did something, or your external line has coincidentally become faulty.

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@Andy2020 wrote:

Have been contact with them and plusnet said it could take upto 14 days to settle and be up to their given speed.

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While that isn't wrong (other than the maximum time is ten days), you should be more or less back to your original speeds within 24 hours and no more than 3 days.  The rest of the ten days is mostly counting how many errors are detected to give an indication of how stable your line is going forwards.

Try the reporting an fault by text as shown in Message #3

If you want any more help here, then post a screenshot of your router's DSL stats, as asked for in Message #5

.

[#8]

Hi, I have a Openreach MK4 master socket that's been in house for the last few years fitted by Openreach and I have unplugged the phone from the phone socket. Nothing else has changed in my house, Regards.

[#9]

@Andy2020 

If the Mk4 Master socket is the one with the clip on faceplate then this could be the problem. They have a reputation for causing problems, especially if screwed down hard on to an uneven surface.Unplugging th e phone could have been enough to trigger your problem.

Try unclipping the front filter section, (it's no longer required anyway) and plug your router into the test socket in the back section.

[#10]

Was moved package because phone line was being removed and since then speeds have been very slow on the up and down. Have been in contact with plusnet by phone regarding this but now have no phone line to do so now.

Before the move i was getting 43mb download and 16mb upload but now it is around 16mb download and 4mb upload.

Nothing has changed at my end except to unplug my analog phone from the BT box thing on my wall.

So what has happened to my conection speeds.

Thanks.

[#11]

The main number 0330 1239123 should be OK to call from a UK mobile.  Also from the help page for "contact us” —

• For broadband problems Text HELP to 0780 000 8121

If this has been going on for a while, it does sound like there's a fault. Possibly you already have one logged on your account, which you should be able to see using the Wizard. (Log in to your account first before using the wizard ticket search tool.)

[#12]

Hi, Thanks for the reply. I don't know anything about this broadband and internet world. I would have thought that everything would be as normal and working. I do not have a landlind now as it was removed from my package and my EE mobile only works when I am up the hill at the back of my house. My house is very remote.

The few times I spoke to Plusnet regarding this speed probleme the phone line was still connected.

Thanks

[#13]

@Andy2020  If you have wifi calling enabled on your mobile, then your mobile calls can be routed through the internet, rather than using your network. It's explained here...

What is Wi-Fi Calling - Which UK Networks Support It? | SIM Only Finder

With such a bad mobile signal, I'm surprised you didn't keep your landline.

[#14]

Hi there, Landlines are ending Jan 2027... and I just stayed with Plusnet when I should have moved to a provider that does voip.

My mistake not moving. Can't see why everything can't stay the same when only a landline was removed. Also I would rather be somewhere else doing something other than chasing this probleme up with plusnet.

Regards

[#15]

@Andy2020 Weren't you sent the email to move to EE if you wanted to keep your landline, or did you want to stay with Plusnet?

I wanted to keep my landline, so took the easiest option possible & let Plusnet automatically move me over to EE with digital voice. I didn't have to do a thing. Plusnet/EE did everything for me.