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Fedup! Moved house, Fibre speeds capped at half speed (40meg)

dannyb81666
Newbie
Posts: 3
Registered: ‎12-06-2018

Fedup! Moved house, Fibre speeds capped at half speed (40meg)

Hi folks  ... I'll try to summarise,

I have moved house, i had fibre unlimited which i organised to get switched over to my new home on friday 8th June, Fibre was indeed switched over fairly quickly and i was online in my new house by the afternoon of the 8th.

First thing i did was try a speed test, which came back slightly disappointingly lower than 40mb (my estimate was 66 to 80mb)
I'm about the same distance from the cabinet as i was in my old property so i expected similar speeds (80/20) ... anyway, i logged onto chat and explained the issue .. one fella told me i have to log a line fault and may be charged £65 if the fault was found to be inside my property, but then nothing happened, he was supposed to run line test and sent me a txt message to say plug in router here etc etc then nothing, no further contact or messages.

Next day i got back on to chat and someone else tells me that my speed was capped at 40/10 ... which he would reset, gret i thought ... untill later that night nothing had changed, the connection is still exactly the same.

Next day i got back on to chat and complained about previous experiences, the advisor tells me that i must have a line issue as i'm 100% not capped at half speed ... arranges a line test and told me to run through a broadband issue form on the site which will arrange a Openreach tech to investigate .... It's now two days later and i havnt heard a thing, I cant seemt to find anything mentioning an issue in my account pages !!!!!!!!!!!!!!!!!!!!!!!!!


I have ran through the BT Wholesale speedtest site which reports as the attached pic -

 

My router reports SNR values ranging from 4db - 6db for upload and download so i doubt there are any line issues.

My router is connected directly to the master socket.

I've tried rebooting it, etc etc etc lol


Can someone please help me? i'm struggling to understand why it's taking so long to sort this out and why each advisor is making it so difficult!

5 REPLIES
Community Veteran
Posts: 1,576
Thanks: 270
Fixes: 33
Registered: ‎13-08-2015

Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)

Have you put your phone number in the DSL Checker  to see what your expected speeds should be?

dannyb81666
Newbie
Posts: 3
Registered: ‎12-06-2018

Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)

I hadn't, but here's the results Smiley

 

DSL_Checker.JPG

Plusnet Help Team
Plusnet Help Team
Posts: 5,780
Thanks: 558
Fixes: 210
Registered: ‎01-01-2012

Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)

Sorry to hear your speeds are lower than expected.

Your definitely on the right profile on our suppliers systems as shown below.

 

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 42.4 Mbps
Upstream Speed 8.7 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 577.8
Upstream Rate Assessment Low
Downstream Rate Assessment Low
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 15:30 to 15:45
Interference Location Unknown
Interference Observed In Days 5
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2018-06-08T12:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 38.3 Mbps 44.2 Mbps 41.3 Mbps
Up Stream Line Rate 8.3 Mbps 8.9 Mbps 8.7 Mbps
Up Time 818.0 Sec 900.0 Sec 898.1 Sec
Retrains 0.0 3.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2018-06-13T10:18:37Z 2018-06-13T10:33:37Z
Ingress Code Violation 5 1
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

This is most likely a fault so I'd recommend raising this here

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
dannyb81666
Newbie
Posts: 3
Registered: ‎12-06-2018

Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)

Thank you very much for the detailed information on this, much appreciated.

I will run through this fault log again, but this will now be the third time i've had to do this ... 


EDIT**

Clicking on the link i get the following message:

 

Fault.JPG

I guess the issue is in the system still then? but i dont have any visibility of this in my account pages, and i havnt heard anything since logging it ... hmm 

Plusnet Help Team
Plusnet Help Team
Posts: 5,780
Thanks: 558
Fixes: 210
Registered: ‎01-01-2012

Re: Fedup! Moved house, Fibre speeds capped at half speed (40meg)

It looks like there is a open fault after all.

We'll get that updated for you shortly

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team