Low speed on new fibre
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Low speed on new fibre
12-03-2013 11:29 AM
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Was told that as I am only 50 metres from the cabinet, it should be very near 80/20 but his box only shows 20/15. He replaced the master socket, but it made no difference and his tests showed 9 errors in five minutes, which is under the 50 they would allow for so he did not think there were any line issues. Telephone line was clear and fine. He did say speeds fluctuate for a couple of weeks, but normally the line speed on his box should show close to maximum attainable line speed straight off?
On the plusnet website, it says...
Estimated line speed: 80Mb (Accurate to within +/- 1Mbit) - Checked on 2013-02-25 17:34:16
Current line speed: 78 Mb
Speedtest.net currently shows...
Download: 23.56 Mbps
Upload: 16.32 Mbps
Ping: 13ms
Pingtest.net currently shows...
Packet Lost: 0%
Ping: 15ms
Jitter: 0ms
BT Wholesale Speedtest currently shows...
Download: 23.87 Mbps
Upload: 15.30 Mbps
Ping: 19ms
The BT Wholesale Diagnostic Test fails as my number is too new I imagine. On the plusnet website, it still has my old BT number shown as well.
Have been told that speeds will fluctuate slightly for first few weeks, but the download seems unusually slow, lower than "slightly". Both are faster than what I had though, so can't complain too much. Upload is amazing compared to ADSL.
Should I wait 10 days before contacting Plusnet support, or should I submit a ticket now?
Thanks
Ross
Re: Low speed on new fibre
12-03-2013 12:13 PM
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It sounds like the service may have been provisioned on the wrong speeds. There isn't a speed estimate showing on your account which might account for that (that may be due to BT decommissioning and implementing a new cabinet for example)
Our suppliers ordering system is down at present so I'll come back to this later and check it there for you. If I'm right in my assumption its usually a quick fix.
Either way I'll make sure I get back to you ASAP.
Adam
EDIT:
Just coming back to say I've been able to check this and it wasn't the issue I expected so I'm going to advise raising a fault http://faults.plus.net
Re: Low speed on new fibre
12-03-2013 3:13 PM
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Quote from: _Adam_Walker_ EDIT:
Just coming back to say I've been able to check this and it wasn't the issue I expected so I'm going to advise raising a fault http://faults.plus.net
Ok, thanks.
I tried to raise a fault at that web address, but I get the below error message. Will give it another try tomorrow.
Quote 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.
Re: Low speed on new fibre
12-03-2013 3:49 PM
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Re: Low speed on new fibre
12-03-2013 4:24 PM
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First it asks me if my broadband is supplied on xxxxx333800 which it is as of today, so I choose yes and then submit.
Then it asks for my contact details. The landline number defaults to xxxxx335506 which was the old number as of yesterday. So I change that to the new landline number, fill in the rest and click submit.
Then it shows the same error message. Tried in both IE10 and Chrome.
Will try again tomorrow morning though.
dick:quote
Re: Low speed on new fibre
12-03-2013 4:33 PM
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Edit:
I've also fixed your account so that if you need to raise a fault in future, it should work!
Re: Low speed on new fibre
12-03-2013 4:34 PM
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Quote from: Chris It's no problem, I'll get it raised for you, it should save you a bit of time
Ah, brilliant. Thanks for your help.
Re: Low speed on new fibre
12-03-2013 4:36 PM
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Re: Low speed on new fibre
14-03-2013 10:44 AM
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Just a random thought however, and probably nothing to worry about as I don't know anything about this, but should the below number shown in the image still be wrong?
Also, I finally managed to do a speed test on the BT site without getting an error on my new number like I did when I started this thread. Not sure if its of any use now though. It says there are no issues? Does not seem to know its meant to be 80/20?
All a bit weird? [mremoved] posted in the question #66965378 saying he changed a profile from 24200 to 78000. I presume his WP Profile is something different to BT's IP Profile that shows as 24.27Mbps on there speedtest thing. I work in IT, but this stuff goes way over my head.
Hopefully the engineer tomorrow will have more luck. Will print off all this stuff in case its useful to him.
Thanks again.
Ross
dick:CSA
Re: Low speed on new fibre
14-03-2013 5:13 PM
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I've checked your account and everything now seems to up-to-date regarding your number and profile. It seems we're going to need the engineer tomorrow to resolve this.
Let us know how it goes.
Re: Low speed on new fibre
15-03-2013 11:33 AM
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Rather impressed by speed of Plusnet / BT Openreach support.
Thanks all!
Re: Low speed on new fibre
15-03-2013 12:08 PM
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Give us a nudge if there's anything else.
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