Fibre Broadband Will Not Connect. Sync Speed at 33mb When I Can Get 40mb
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Fibre Broadband Will Not Connect. Sync Speed at 33mb When I Can Get 40mb
on 08-02-2019 12:46 PM - last edited on 08-02-2019 3:43 PM by Strat
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Woke up this morning to my internet not being connected. Went into the router settings and the router is synced at 33mb which is very slow compared to the 38-39.5mb I have been getting. The internet is disconnected. I checked my username and password and re entered them but it will not reconnect to the internet. What is going on with the super slow and broken connection ?
I would like someone to do a line check and update my router settings so I can connect to the internet please. If its not this playing up its my billing problem. Please Plusnet sort it out.
Regards
Moderator's note by Dick (Strat): All caps title/text edited as per Forum rules.
Re: FIBRE BROADBAND WILL NOT CONNECT. SYNC SPEED AT 33MB WHEN I CAN GET 40MB
08-02-2019 1:54 PM
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Hi @paulwillis1980, looking at your account, the password in the router appears to be incorrect currently, I'm afraid this isn't something I would be able to update remotely.
In regards to the low sync, please could you go through our troubleshooting guides if you have not already and then report the issue over at https://faults.plus.net
If you could let us know once you've done this, we'll be happy to get the ticket picked up and raised with our suppliers to investigate further.
Thanks.
Re: FIBRE BROADBAND WILL NOT CONNECT. SYNC SPEED AT 33MB WHEN I CAN GET 40MB
08-02-2019 2:13 PM
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I have managed to get connected, for some reason my account password has been changed to my previous accounts password. In regards to the sync speed it was synced at 39mb for 2 days. The dsl checker shows that my line can now hold 50mb so 33 is very slow. Please adjust the settings manually if needed. I would not like to be changed to fibre extra now that the speed can be up to 50mb. I know you can ask for the settings to be adjusted and this is what I am now requesting.
Please sort out this mess. I dont want to have to change suppliers again.
regards
Re: FIBRE BROADBAND WILL NOT CONNECT. SYNC SPEED AT 33MB WHEN I CAN GET 40MB
08-02-2019 2:35 PM - edited 08-02-2019 2:35 PM
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Re: FIBRE BROADBAND WILL NOT CONNECT. SYNC SPEED AT 33MB WHEN I CAN GET 40MB
08-02-2019 3:39 PM
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I replied and if an engineer needs to be involved please make the appointment. In regards to the speed I would like to be put on the fibre extra as dsl checker says I can get 50MB on my line and the extra £5 a month for 10mb speed difference is worth it.
I dont know what has happened but all of my internal wiring is still the same as the last time the engineer came so the fault is definitely NOT inside my property. Please check my previous sync speeds on my router and you will see i was receiving 39mb speed not the 33 i am currently getting. All troubleshooting has been done.
Regards
Re: FIBRE BROADBAND WILL NOT CONNECT. SYNC SPEED AT 33MB WHEN I CAN GET 40MB
08-02-2019 3:59 PM - edited 08-02-2019 3:59 PM
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Thanks for raising the fault. Can you reply to this ticket: https://www.plus.net/wizard/?p=view_question&id=187302632 with the requested information letting us know over here once you've done so please?
With regards to your speeds, you're already provisioned on fibre extra since 02/01/2019 as shown by the profile below. If you want to downgrade to 40/10 which is our recommendation then please can you reply to this this ticket to confirm.
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 | 33.6 Mbps | |
Upstream Speed | 7.9 Mbps | |
Appointment Required | N | |
Fault Target Fix Time | ||
Fault Report Advised | N | |
Estimated Line Length In Metres | 811.8 | |
Upstream Rate Assessment | Reasonable | |
Downstream Rate Assessment | Low | |
Interference Pattern | Regular Interference Observed on Week Days | |
Service Impact | Errors Observed | |
Interference Duration Longest Occurrence | From 00:00 to 04:45 | |
Interference Location | Customer Premise | |
Home Wiring Problem | Not Detected | |
Downstream Policing Discard Rate | 0.0 | |
Customer Traffic Level | Upstream and Downstream Traffic Detected | |
Technology | VDSL | |
NTE Power Status | PowerOn | |
Voice Line Test Result | Pass | |
Bridge Tap | Not Detected | |
Radio Frequency Ingress | ||
Repetitive Electrical Impulse Noise | Not Detected | |
Cross Talk | ||
Profile Name | 0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off | |
Time Stamp | 2019-01-26T15:15:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 33.5 Mbps | 39.2 Mbps | 37.7 Mbps |
Up Stream Line Rate | 8.0 Mbps | 8.2 Mbps | 8.0 Mbps |
Up Time | 858.0 Sec | 900.0 Sec | 899.9 Sec |
Retrains | 0.0 | 1.0 | 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 | 2019-02-08T14:47:36.820+00:00 | 2019-02-08T15:02:36.820+00:00 |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 2 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Re: FIBRE BROADBAND WILL NOT CONNECT. SYNC SPEED AT 33MB WHEN I CAN GET 40MB
09-02-2019 4:09 PM
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I really am not happy with my service with Plusnet at all. Been on fibre just over a month and already having problems with speed. What is going on ? Why has my billing issue still not been resolved. I want answers as to why my speed has dropped by 6mb to. Your test you did does not tell me anything. My internal wiring is the same as it always has been, I am using the hub one router provided by yourselves so I have no idea what is going on. I would like a manager to contact me as I am sick to death of being transferred to different people, I tried to call in yesterday and was on hold for over an hour before being disconnected.
The fact that none of you seem to know what is going on baffles me. Do us proud, not really. All I want is a fully functional decent broadband experiece. As I am not under contract for fibre (due to yourselves) if this speed does not go back to normal I will be forced to terminate my service and go elsewhere.
Regards
Re: FIBRE BROADBAND WILL NOT CONNECT. SYNC SPEED AT 33MB WHEN I CAN GET 40MB
10-02-2019 11:14 AM
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Hi @paulwillis1980,
I'm very sorry that your connection speed has dropped and for the inconvenience caused. Testing from this side hasn't picked up the cause of this issue, however I can see that an engineer appointment has been booked and the engineer should hopefully be able to shed some light on the cause of this and get you back up to speed.
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