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Bit confused what package I am on...

Newbie
Posts: 2
Registered: 2 weeks ago

Bit confused what package I am on...

Hi any help appriciated. I ordered "business fibre broadband" on the 30th December looking to go fibre to increase download speeds. Have received my new hub one and on installing it I notice I am only managing dl and upload speeds akin to what my previous broadband managed. Around 5mb dl and. 0.83 upload. With fibre I was promised speeds of 22mb upwards.. 
 
According to my account summery everything is set up and ready. In my account summery it says I am on a new 24 month contract for "Unlimited Business Broadband" so does this mean I do not have fibre and they have put me on the wrong package?
 
Many thanks 
7 REPLIES 7
Newbie
Posts: 2
Registered: 2 weeks ago

Re: Bit confused what package I am on...

Your Unlimited Business Broadband and phone (24 Month Contract) order
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Your Plusnet Hub One - Business has been dispatched.
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Re: Bit confused what package I am on...


Moderators Note


This topic has been moved from Fibre to Business

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Superuser
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Re: Bit confused what package I am on...


@tomtom1903 wrote:
... I notice I am only managing dl and upload speeds akin to what my previous broadband managed. Around 5mb dl and. 0.83 upload. With fibre I was promised speeds of 22mb upwards.

Hello,

A warm welcome to the forums.

From were did you obtain the reported speeds?  From a data speed test site or from the router stats?  In the first instance, the latter is what you need to examine.  Was your previous service with Plusnet or some other ISP?

If with some other ISP, who was it?

Is the router connected direct to the master socket with no extensions connected to that socket, either via the back of the face plate or the front?

Note that the promised speed is the line sync speed, not the data transfer speed.  Data transfer speed is governed by a number of factors outside of the direct control of the supplier.  One known issue for users upgrading from ADSL to VDSL is that BTw can fail to modify the line profile.  In such cases, though the sync speed might well be fibre speeds, data throughput is still limited to ADSL speeds.

Users switching from a LLU provider to BTw's services have encountered omissions in the exchange reconfiguration impacting attainable speeds.

It would be worth raising a speed fault report (use the link below) to pipe clean the service configuration.

Plusnet Help Team
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Registered: ‎21-04-2017

Re: Bit confused what package I am on...

Thanks for your post @tomtom1903 

From what I can see your product change to fibre is still pending as that's due to go through tomorrow before midnight.

The delay was due to engineer availability in the area. Let us know if you have any issues afterwards.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Superuser
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Re: Bit confused what package I am on...

In which case why did the user get a ready to use notice? Is this an upgrade (already with Plusnet) to fibre?
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Bit confused what package I am on...

@Townman From what I can see we hadn't confirmed their fibre order had completed.

The details they've posted above would be from when they've first signed up to us.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Re: Bit confused what package I am on...

Cheers Anoush - so one of those confusing communication content challenges ... oft discussed? What the user posted seemed to read as though the service had been activated.