Fibre extra no quicker.
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- Re: Fibre extra no quicker.
Fibre extra no quicker.
on 11-11-2017 10:20 AM - last edited on 11-11-2017 1:12 PM by Mav
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Good morning/afternoon everyone.
Newbie on here but been with PN 5 years.
Last Sunday I 'upgraded ' to fibre extra.
Monday morning I was expecting great speeds but was disappointed. No change to download speed, nothing different.
Estimated line speed:80Mb (This may vary between 61Mb and 80Mb) - Checked on 2017-11-04 12:00:28Current line speed:80 Mb.
Speed last week was circa 39Mb speed this week exactly the same.
EXACTLY THE SAME.
To my simple uneducated mind this means someone somewhere hasn't done something to upgrade the service. ButTechnical insist on an Openreach engineer coming out. His comment was that I knew what I was doing and had a good set up. No fault with copper or equipment.
I'm using an openreach modem and Asus 66 router. I have seen 50Mb regularly on the line (for 6 months ) previously on regular fibre..
Now you're bored, here is my question.
Why is a call to Plusnet such a pain in the proverbial?
2.5 hrs on_line chat. Followed by 3 phone calls taking between 45 minutes and 2 hours.
And still no resolution.
Any thoughts, tips on getting what I'm paying for?
Thanks
Moderator's note by Mike (Mav): Post released from Spam Filter.
Re: Fibre extra no quicker.
13-11-2017 5:15 PM
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Hi there.
I'm sorry to hear you're experiencing speed problems.
As your router is in sync below your estimates of 61mbps, I've sent the fault report back to our suppliers to further investigate. It's likely we'll need to arrange another engineer visit to take another looksies into this.
Sync Status | In Sync |
Downstream Speed | 42.1 Mbps |
Upstream Speed | 7.4 Mbps |
Our faults team will update you within 24-72 hours via the ticket on your account.
Re: Fibre extra no quicker.
13-11-2017 6:22 PM
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Thank you for your reply.
The speed issue is a major part of my problem but what I find just as concerning is that I have had to resort to posting on a public forum to get anything done. Shaming Plusnet to do something maybe?
Why does it take an hour to contact anyone at Plusnet on the phone? Why can I not use the chat service during the day (its not available)?
Why has a simple switch from one fibre product to another caused me so much grief. I work in the Service Industry running 14 Engineers, if my customer service skills were as poor as Plusnet's I would be living under a bridge with a piece of cardboard as my only possesion.
=
Our faults team will update you within 24-72 hours via the ticket on your account.
=
I won't be holding my breath for the solution after 24 hours, thats for sure!
Re: Fibre extra no quicker.
14-11-2017 1:41 PM
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After spending 1/2 hour of my life talking to a drone who could/would not listen to any comments I have been told I cannot get any speed over what I am achieving.
Apparently I was telling him the engineer was lying. When I mentioned that 6 months ago I was receiving 12meg more ON the 38meg service, I was told this was not the case! When I asked if he was saying I was lying he changed his tone but still insisted I cannot receive more than the speeds I am getting. It is because of the extra consumers on the exchange apparently. So an estimated line speed of 76meg equates to 38Meg ?
I asked if the Open Reach Modem could be the issue and was told no the modem is fine, diagnosed by whom? AND HOW?
Can someone here see any issues below?
Re: Fibre extra no quicker.
14-11-2017 2:39 PM
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Have you done a quiet line test - dial 17070 option 2 from a corded phone?
Do you have a VDSL master socket?
Have you tried from the test socket in the Master Socket?
Re: Fibre extra no quicker.
14-11-2017 3:15 PM
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The Open Reach engineer did a full test on the line and gave the house and equipment a clean bill of health.
The speed is constant at 38Mbs and has been for many months. The speed issue is that since last Sunday I should be receiving 76Mbs.
I am no Openreach engineer but I have been an electrical engineer all my life and nothing here makes sense except the new speed has not been implemented!
Exactly the same speed before midnight as after.
Re: Fibre extra no quicker.
14-11-2017 3:26 PM
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The Open Reach engineer did a full test on the line and gave the house and equipment a clean bill of health.
The speed is constant at 38Mbs and has been for many months. The speed issue is that since last Sunday I should be receiving 76Mbs.
I am no Openreach engineer but I have been an electrical engineer all my life and nothing here makes sense except the new speed has not been implemented!
Exactly the same speed before midnight as after. NO CHANGE.
Re: Fibre extra no quicker.
14-11-2017 3:40 PM
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So have you already reported a fault?
Have you done the quiet line test?
Have you plugged the modem in the test socket?
Your line has been upgraded otherwise you would not see the 43.1 speed, however for whatever reason your line is not capable of running higher at present.
Re: Fibre extra no quicker.
14-11-2017 4:26 PM
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The line is banded at 44Mb...
Profile Name 0.128M-44M Downstream, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Re: Fibre extra no quicker.
14-11-2017 6:41 PM - edited 14-11-2017 6:45 PM
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@Browni wrote:
The line is banded at 44Mb...
Profile Name 0.128M-44M Downstream, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Which is exactly what I was told 8 days ago., at the beginning of this sorry saga.
In simple terms 1) Why is it banded? 2) How is it resolved? 3) Why haven't the experts picked up on this? (No offence @Browni ) 4) Am I correct that Plusnet should be able to remove it?
Thanks
Re: Fibre extra no quicker.
14-11-2017 6:45 PM
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Re: Fibre extra no quicker.
on 14-11-2017 7:05 PM - last edited on 14-11-2017 7:07 PM by Mav
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Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.
Re: Fibre extra no quicker.
14-11-2017 7:08 PM
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Where is the test socket on this?
Re: Fibre extra no quicker.
14-11-2017 7:09 PM
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Re: Fibre extra no quicker.
14-11-2017 7:10 PM
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Providing them will be very useful in how to approach your problem.
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