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FAO Gandalf for my mate fibre problem

goldenfibre
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Registered: ‎01-06-2010

FAO Gandalf for my mate fibre problem

Hi Gandalf

Could you please check my mate plusnet as he got lots of problem ongoing since last engineer visit that put his line at 80Meg Sync Rate but now it drop to below 18Meg. He raised the fault last Friday but since heard nothing back yet. My mate don't understand of fibre much as he prefer me to speak up to PN for him as he unable to communcation due to lack of english as the BSL English and deafness too.

I will PM u now of his details if you want to check his line.

I been pop over to his house last weekend to check his phone line for quiet line test by dialing 17070 option 2 all very clear. I did check his hub one in the test socket and found shocking that the Hub One log history reported of SNR drop to 0.9dB from 10.7dB that caused his broadband lots of disconnected. He has an engineer sent out two weeks ago to replaced new socket and his broadband was set at 80Mbps but since then, it become lots worse and worsen.

He couldn't use video chat streaming with his deaf parents or deaf friends or netflix streaming either. He wasn't happy at all. Sad

Thanks

 

 

 

 

49 REPLIES
Plusnet Help Team
Plusnet Help Team
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Registered: ‎22-01-2018

Re: FAO Gandalf for my mate fibre problem

Hello @goldenfibre

 

Thanks for getting in touch, and we are sorry to hear about the issue with your friends speed. I have picked this up and an external fault has been found in the exchange. This has now been resolved and we would ask you get your friend to run another speed test.

 

Please let us know how he gets on.

Moderator's note by Dick (Strat): Username tag fixed.

 

 

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 SammyM
 Plusnet Help Team
goldenfibre
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Re: FAO Gandalf for my mate fibre problem

@SammyM He say thanks but he would want to see GEA Test result please. I have told him to run speed test now. His PN profile is too low:

 

Current line speed:18.9 Mb

Send u PM.

 

My mate say it not right just ran bt speed test and he get in return below:

1. Best Effort Test: -provides background information.

	Download Speed
	17.84 Mbps
 	
0 Mbps	24.47 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 17.84 Mbps
 For your connection, the acceptable range of speedsis 17.13 Mbps-24.47 Mbps .
 Additional Information:
 IP Profile for your line is - 24.47 Mbps

2. Upstream Test: -provides background information.

	Upload Speed
	16.6 Mbps
 	
0 Mbps	20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 16.6 Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

goldenfibre
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Registered: ‎01-06-2010

Re: FAO Gandalf for my mate fibre problem

Told my mate that PN has booked engineer to come out tomorrow morning between 8am and 1pm. And ensure PN current line speed set to 78 Mb before the engineer attend in his property tomorrow.

Plusnet Help Team
Plusnet Help Team
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Re: FAO Gandalf for my mate fibre problem

Hey @goldenfibre

Apologies for not replying to your PM last night.

My colleague Sammy picked up this thread before I saw it so I passed the details to her.

I've increased the connection profile on their account to 78000kbps now.

With regards to a GEA test, we were unable to run it last night and still unable to now, because there's an open fault report with Openreach.

When there's open activity on the Openreach end, GEA tests come back as "Test Rejected".

Let us know how your friend gets on with the engineer visit today.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
goldenfibre
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Re: FAO Gandalf for my mate fibre problem

@Gandalf

 

My mate has ran the test this morning it came back:

1. Best Effort Test: -provides background information.

Download Speed
18.85 Mbps

0 Mbps 20.55 Mbps
Max Achievable Speed

Download speedachieved during the test was - 18.85 Mbps
For your connection, the acceptable range of speedsis 14.38 Mbps-20.55 Mbps .
Additional Information:
IP Profile for your line is - 20.55 Mbps

2. Upstream Test: -provides background information.

Upload Speed
17.62 Mbps

0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 17.62Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

 

So, my mate will be at work today but someone (Nick) will be at his house waiting for an engineer to come between 8am and 1pm.

 

Thanks for increasing PN Profile to 78 Mb as this would make it lots easier for Engineer to test his line speed when he come round today.

 

Will let u know the outcome.

Plusnet Help Team
Plusnet Help Team
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Re: FAO Gandalf for my mate fibre problem

No problems, keep us posted!

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 Anoush Mortazavi
 Plusnet Help Team
goldenfibre
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Re: FAO Gandalf for my mate fibre problem

Nick has texted me that Openreach Engineer are now arrived at my mate house. Smiley

Plusnet Help Team
Plusnet Help Team
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Re: FAO Gandalf for my mate fibre problem

Fingers crossed they find something that's a quick fix!

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 Anoush Mortazavi
 Plusnet Help Team
goldenfibre
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Re: FAO Gandalf for my mate fibre problem

@Gandalf

 

My mate say engineer just been and now gone. He told him that he need to buy new RJ11 DSL cable. So, I am going placed an order for him. I told him that engineer might charged you £65 now Sad as he seem upset about it. He has no knowedge over why is the RJ11 DSL cable was not good say the engineer when Plusnet sent him hub one with RJ11 cable in the box.

This link below are the one what I got for my fibre cable it very strong and very reliable cable as I have ordered for him !

https://www.tandyonline.com/electronics/telecoms-dsl/high-speed-rj11-dsl-cable-2m.html

2m-pro_-cable.pngHigh Performance DSL Cable RJ11

 

 

goldenfibre
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Re: FAO Gandalf for my mate fibre problem

@Gandalf I am now at my mate house put new dsl cable rj11 cos I got spare one from plusnet sent to me before. Its now connected at 80/20. Also I have copy screenshot in the fault ticket. I have also checked his old RJ11 cable from plusnet hub one as there is no broken or any damaged to the cable. Very odd to me.

Also can you check his GEA Test outcome please. Thanks

Ran his bt speedtester result below:

1. Best Effort Test: -provides background information.

  Download Speed
  73.47 Mbps
   
0 Mbps 77.34 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 73.47 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-77.34 Mbps .
 Additional Information:
 IP Profile for your line is - 77.34 Mbps


2. Upstream Test: -provides background information.

  Upload Speed
  16.26 Mbps
   
0 Mbps 20 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 16.26Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

Plusnet Help Team
Plusnet Help Team
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Re: FAO Gandalf for my mate fibre problem

That is odd, but glad to hear that your friend is now back up to speed!

With regards to a call-out charge it may be applicable depending on what the engineer reports back with and if the cable they were using was supplied by us within the last 12 months(Under warranty).

I'll update their ticket with a copy of the GEA test now, it's looking good as it's in sync at 79.9mbps.

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 Anoush Mortazavi
 Plusnet Help Team
goldenfibre
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Re: FAO Gandalf for my mate fibre problem

@Gandalf to be fair and honest there is nothing wrong with his old RJ11 cable (no damaged at all) Openreach engineer told him that he need to buy new one because he say to him that old RJ11 from plusnet hub one that come with the box a years ago was wrong cable (too flat and caused the broadband issues) I don't believe in this! Do u?

 

It's seem unfair if engineer will put a charge on him £65 fee because there is no way of knowing this RJ11 is faulty one, how on earth we can tell it, he say the rj11 cable is too flat and too thin.

Plusnet Help Team
Plusnet Help Team
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Re: FAO Gandalf for my mate fibre problem

I've investigated this and based on from what we can see from looking into this, I've left a comment on the ticket for us not to apply a call-out charge to their account if one is received from our suppliers.

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 Anoush Mortazavi
 Plusnet Help Team
goldenfibre
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Re: FAO Gandalf for my mate fibre problem

@Gandalf

My mate say many thanks and much appreciated for not to charged him £65 call out charge. Smiley