Stuck on 40/10

[#1]

I'm on fibre to the cabinet with Plusnet, the package was fibre 74. It has gone live today and whilst I fully appreciate it takes up to 10 days for DLM to do it's thing, my current speed is 35Mpbs down. I've just moved into the address but know the previous occupants relatively well, they only went with a 40/10 connection with BT. I'm somewhat concerned that openreach have incorrectly provisioned the line to be a 40/10 connection. I have phoned plusnet and they have confirmed on their system the line is 80/20 but I know this doesn't always tally with openreach. Having spoken to neighbours they are getting download speeds in the 50/60Mpbs on fibre to the cabinet packages. Is someone able to check to confirm please?

[#2]

@JHarland assuming you have a Plusnet Hub 2 , can you post the details from the Technical log ( redacting any personal info e.g accountname

Navigate from the Home Screen to Advanced Settings > Technical Log > Information 

[#3]

Product name Plusnet Hub Two

Serial number 

Firmware version v0.10.00.04201-PN (Thu Apr 20 16:54:19 2023)

Board version R01GUI version1.9 16_08_2022

DSL uptime 0 days 1 Hours 48 Mins 5 Secs

Data rate 8.5 Mbps / 40.0 Mbps

Maximum Data rate 9.5 Mbps / 46.1 Mbps

Noise margin 7.0/7.4

Line attenuation 11.1/18.4

Signal attenuation 11.1/24.6

VLAN id 101

Upstream error control Off

Downstream error control Off

Data sent / received -

Broadband username setup@plusdsl.net

2.4 GHz wireless network name PLUSNET-9WC3ZP

2.4 GHz wireless channel Smart (Channel1)

5 GHz wireless network name PLUSNET-9WC3ZP

5 GHz wireless channel Smart (Channel36)

Wireless SecurityWPA2 (Recommanded)

Wireless mode Mode 1

Firewall On

MAC address 

Software variant -

Boot loader 0.1.7-PN (Thu Nov 30 09:45:22 2017)

[#4]

That looks remarkably like a 40/10 provision. Having said that, your max DS is showing as only 46Mb. Plusnet will tend to provision on a 40/10 profile, for stability, where the estimated ds is not significantly above 40Mb.

What does the BTw checker https://www.broadbandchecker.btwholesale.com/#/ADSL show for your speed estimates ?

[#5]

@JHarland 

Your hub is not currently registered on the Plusnet management platform. This can take up until midnight but you can try to force it by doing a factory reset. Try pushing a paperclip or similar in the reset hole. Keep the switch closed until you get a green light. Your username should change to your account name@plusdsl.net.

[#6]

On that website it is asking for my telephone number, which on this package I don't have one.
Other options to input are my access line ID or UPRN. Where would I find either of those to input?

[#7]

I'm using the router as a bridge as I have a third party router so I don't know if that makes a difference to the username etc. On my 3rd party router I've put in my username and password?

[#8]

I've done the address checker, it seems like the maximum speed that should be achievable should be higher than what i'm getting. 

[#9]

I'm using the router as a bridge

It doesnt look like it from the Tech log ? what colour is the Hub 2 Light ?

it seems like the maximum speed that should be achievable should be higher than what i'm getting. 

It does. Are you connected directly to the Openreach master socket ? is it a dual socket faceplate DSL & phone ?

[#10]

The hub two has a pink light. I unplugged my third party router from LAN port 1 and plugged in my laptop to that port to get the information requested above as I didn't know whether the other LAN ports would function in bridge mode so I don't know if that would change the log?

The router is plugged directly into the master socket. It is a branded openreach master socket 5C with a DSL and separate phone port.

[#11]

The hub two has a pink light. I unplugged my third party router from LAN port 1 and plugged in my laptop to that port to get the information requested above as I didn't know whether the other LAN ports would function in bridge mode so I don't know if that would change the log?

Ah! Ok that's fine, it is in bridge mode. If its always been like that, then that explains the username remaining at setup... since its never contacted the TR069 server.

The router is plugged directly into the master socket. It is a branded openreach master socket 5C with a DSL and separate phone port.

It MIGHT be worth removing the faceplate and trying the test socket to see if there's any difference. The DS speed wont change if you're on a 40/10 profile but the DS noise margin may be higher.

[#12]

More than happy to do that if necessary. Before I remove the faceplate as I'll have to remove the internet cable which will show as a disconnect on DLM, is there anyway it can be checked with openreach what line I'm on or can the order with openreach be checked to ensure it wasn't an automation error as it certainly feels like I'm on a 40/10 line which is not what I signed up to.

[#13]

s there anyway it can be checked with openreach what line I'm on

Yes, there is but as you discovered its unlikely that CSC will check all the systems to confirm.

If you are happy to wait for one of the Help team to pick this up, I'm sure they will be able to double check.

The other option MIGHT be to raise a speed fault since , as it stands, you are below the handback threshold.

[#14]

Is there anyway to escalate it to the help team or do they just pick it up eventually?

How would I raise a speed fault?

[#15]

Would the fact the Plusnet router has only ever been in bridge mode cause an issue? Is it worth me factory resetting it and letting it connect normally? I have spoken with a Plusnet customer services person who has checked the openreach system and it's definitely on an 80/20 line?