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FIBRE EXTRA - Still awaiting upraded speed

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tjh1837
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FIBRE EXTRA - Still awaiting upraded speed

Last week I upgraded from PN unlimited fibre to unlimited fibre extra. Download speed  is still around 32 mb/s.  Has Plusnet forgotten to do the upgrade or does it take a longer time?

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: FIBRE EXTRA - Still awaiting upraded speed

Thanks for getting in touch @tjh1837.

It looks like whilst the account was changed on our end no order was sent off to our suppliers to change the profile on their end.

I've now placed this for you and it will complete tomorrow which should give you faster speeds.

Let us know how you get on

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
tjh1837
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Re: FIBRE EXTRA - Still awaiting upraded speed

Thank you. About how long is it likely to take?

Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: FIBRE EXTRA - Still awaiting upraded speed

Thanks for getting back to us @tjh1837.

The order is due to complete tomorrow and you should see faster speeds from then

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
tjh1837
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Re: FIBRE EXTRA - Still awaiting upraded speed

Ever since Tuesday 23 July, when presumably the upgrade was implemented, my download speed has been around 19mb/s.  Reduced from the previous average of about 32mb/s. 

Plusnet Help Team
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Registered: ‎06-08-2018

Re: FIBRE EXTRA - Still awaiting upraded speed

Hi there @tjh1837,

 

Thanks for getting in touch.

 

I'm sorry to hear that, I appreciate the speeds should have increased with the upgrade. Please accept my apologies for any issues you are experiencing.

 

I've looked into this and it does appear to be a fault so I have responded here. Please can you respond via the ticket and let us know here once you have done so.

 

Thanks - LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
tjh1837
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Re: FIBRE EXTRA - Still awaiting upraded speed

Still stuck at about 19mb/s download speed.

Several phone calls later and a visit by Engineer today. I now await a new Router/Modem from Plusnet .. though I was assured when I agreed to the upgrade that  my existing equipment was sufficient. Soo, in view of the wasted time and trouble,  I am now inclined to wish I had stayed with my previous 32mb/s average speed. 

 

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: FIBRE EXTRA - Still awaiting upraded speed

Hi @tjh1837,

 

I'm sorry that your speed is still poor and for the inconvenience that this has caused you.

 

I've tested your line and the test is no longer picking up the copper line fault that it was prior to the engineer visit and indicates that the line is currently syncing at at 72.8mbps:

 

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 72.8 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 217.6
Upstream Rate Assessment Low
Downstream Rate Assessment Reasonable
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Technology VDSL
Profile Name 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-07-27T14:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 71.6 Mbps 74.1 Mbps 72.5 Mbps
Up Stream Line Rate 17.6 Mbps 20.0 Mbps 18.7 Mbps
Up Time 869.0 Sec 900.0 Sec 891.6 Sec
Retrains 0.0 1.0 0.2
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-07-28T09:46:55Z 2019-07-28T10:01:55Z
Ingress Code Violation 270 1
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 29 0

 

However, the connection profile on your account dropped to 19mbps during the fault and hasn't been adjusted back up. As you have a static IP on your account, the connection profile was capping your speed. I'm sorry that this wasn't picked up on by the advisor that sent the new router and I will pass on feedback.

 

I've adjusted the connection profile now and if you reboot your router your speed should increase right away. The new router is on its way to you and I'd recommend that you switch to this one when it arrives as it's a better router than you currently have and also means that you'll no longer need to have the Openreach modem connected to the router, which will free up a plug socket.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
tjh1837
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Re: FIBRE EXTRA - Still awaiting upraded speed

Hi Emily.

That’s  VERY good. Thank you. 

Have just measure the download speed after rebooting and got a reading of 52.7 mb/s. I will take more measurements after the new Router arrives and been set up ... and report back.

Plusnet Help Team
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Registered: ‎09-10-2018

Re: FIBRE EXTRA - Still awaiting upraded speed

That's great @tjh1837.

 

At least we're able to see an increase for the moment.

 

Please do let us all know how you get on.

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 Owen P
 Plusnet Help Team
tjh1837
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Re: FIBRE EXTRA - Still awaiting upraded speed

Download speed has been getting slower throughput this afternoon . The latest speed test shows it is down to 24.88 mb/s. I have attached the report of results to this message for you. Rebooting as no beneficial effect.

effect.

Plusnet Help Team
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Re: FIBRE EXTRA - Still awaiting upraded speed

Hi @tjh1837, thanks for the update.

 

Had the new router arrived as yet or was this still on the old router?

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 Owen P
 Plusnet Help Team
tjh1837
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Re: FIBRE EXTRA - Still awaiting upraded speed

The old modem and router combination that I measured the 52.7 mbps with at midday.  This is only the first day of the 3 to 5 working days delivery timescale for the mew Router.

Plusnet Help Team
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Re: FIBRE EXTRA - Still awaiting upraded speed

Thanks for getting back to us @tjh1837

Let us know what your speeds are like once you've received the new router.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
tjh1837
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Re: FIBRE EXTRA - Still awaiting upraded speed

The router has arrived and been up and running for 24 hours. Have measured download speeds at irregular intervals. Highest reading occurred yesterday ... 60 mbps. Today, the lowest measurement occurred .... 51 mbps. Average over 24 hours was about 54 mbps. Have rebooted it from time to time ... just in vase.

Nice router ... worked fi st time.