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Fibre extra no quicker.

Miserable
Grafter
Posts: 35
Thanks: 7
Registered: 11-11-2017

Fibre extra no quicker.

 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?Huh

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.

31 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 8,941
Thanks: 2,808
Fixes: 441
Registered: 21-04-2017

Re: Fibre extra no quicker.

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Miserable
Grafter
Posts: 35
Thanks: 7
Registered: 11-11-2017

Re: Fibre extra no quicker.

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!

Miserable
Grafter
Posts: 35
Thanks: 7
Registered: 11-11-2017

Re: Fibre extra no quicker.

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?

GEA Test Detail
 
Circuit ID NA Service ID BBEU17804808
 
 
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 42.1 Mbps
Upstream Speed 7.4 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 487.0
Upstream Rate Assessment Low
Downstream Rate Assessment Low
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
Profile Name 0.128M-44M Downstream, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Time Stamp 2017-11-10T17:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 43.9 Mbps 43.9 Mbps 43.9 Mbps
Up Stream Line Rate 7.3 Mbps 7.3 Mbps 7.3 Mbps
Up Time 900.0 Sec 900.0 Sec 900.0 Sec
Retrains 0.0 0.0 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 2017-11-14T10:34:34Z 2017-11-14T10:49:34Z
Ingress Code Violation 1 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

RadiusSession Records
 
Subscription Access Rack Last Event Event Time Message IP Assigned Total Gigabytes Calling From Session Started Session Ended Session Duration
Plusnet FTTC RSN 195.166.130.245 (L2TP) active 10:56 14/Nov/2017 unknown (Interim update) 80.229.12.68 5.38 BBEU17804808 16:37 10/Nov/2017 N/A 3 Days, 18:20:29 (on going)
Plusnet FTTC RSN 195.166.130.247 (L2TP) ended 16:23 10/Nov/2017 unknown (Termination by server side (NAS) Modem) 80.229.12.68 0.69 BBEU17804808 21:32 09/Nov/2017 16:23 10/Nov/2017 18:50:57
Plusnet FTTC RSN 195.166.130.245 (L2TP) ended 21:32 09/Nov/2017 unknown (User request) 80.229.12.68 0 BBEU17804808 21:15 09/Nov/2017 21:32 09/Nov/2017 0:16:43
Plusnet FTTC RSN 195.166.130.240 (L2TP) ended 21:11 09/Nov/2017 unknown (Termination by server side (NAS) Modem) 80.229.12.68 3.03 BBEU17804808 21:50 07/Nov/2017 21:11 09/Nov/2017 One Day, 23:20:48
Plusnet FTTC RSN 195.166.130.247 (L2TP) ended 21:50 07/Nov/2017 unknown (Termination by server side (NAS) Modem) 80.229.12.68 2.84 BBEU17804808 21:41 06/Nov/2017 21:50 07/Nov/2017 One Day, 0:9:1

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

  High Low High Low        
VDSL Range A (Clean) 80 61.1 20 18.9 55 Available -- -- -- --
VDSL Range B (Impacted) 73 47.3 20 13.4 39.8 Available -- -- -- --

 

I either want 76Meg as promised or I want to be let go. Zen have told me;

 

Your line will typically support up to 61.1Mbps download (Min. 47.3Mbps and Max. 80.0Mbps), 18.9Mbps upload

 

Even Talk talk can supply my neighbour with 70Meg Broadband...discovered this last night!! Plusnet can't manage it why?Huh

 

Community Veteran
Posts: 1,548
Thanks: 260
Fixes: 33
Registered: 13-08-2015

Re: Fibre extra no quicker.

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?

 

Miserable
Grafter
Posts: 35
Thanks: 7
Registered: 11-11-2017

Re: Fibre extra no quicker.

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.

Miserable
Grafter
Posts: 35
Thanks: 7
Registered: 11-11-2017

Re: Fibre extra no quicker.

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.

Community Veteran
Posts: 1,548
Thanks: 260
Fixes: 33
Registered: 13-08-2015

Re: Fibre extra no quicker.

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.

Browni
Aspiring Hero
Posts: 2,280
Thanks: 775
Fixes: 45
Registered: 02-03-2016

Re: Fibre extra no quicker.

The line is banded at 44Mb...

Profile Name 0.128M-44M Downstream, Retransmission High - 0.128M-20M Upstream, Retransmission Low
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Miserable
Grafter
Posts: 35
Thanks: 7
Registered: 11-11-2017

Re: Fibre extra no quicker.


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

Plusnet Help Team
Plusnet Help Team
Posts: 8,941
Thanks: 2,808
Fixes: 441
Registered: 21-04-2017

Re: Fibre extra no quicker.

Have you tried plugging the modem into the test socket? That would rule out all internal wiring though it could take some time for DLM to remove the banding.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Miserable
Grafter
Posts: 35
Thanks: 7
Registered: 11-11-2017

Re: Fibre extra no quicker.

20171114_185520.jpg

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Miserable
Grafter
Posts: 35
Thanks: 7
Registered: 11-11-2017

Re: Fibre extra no quicker.

 Where is the test socket on this? 

Plusnet Help Team
Plusnet Help Team
Posts: 8,941
Thanks: 2,808
Fixes: 441
Registered: 21-04-2017

Re: Fibre extra no quicker.

It's in the bottom right hand corner though you'll need a microfilter.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Browni
Aspiring Hero
Posts: 2,280
Thanks: 775
Fixes: 45
Registered: 02-03-2016

Re: Fibre extra no quicker.

@Miserable we haven't seen your router stats yet.
Providing them will be very useful in how to approach your problem.
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy