Fibre extra not working as it should
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Fibre extra not working as it should
04-08-2018 8:32 AM - edited 04-08-2018 8:46 AM
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When I was on fibre unlimited (40/10) my DSL line status stats were downstream 40,000 and upstream 9,999. I am only 50 feet or so from the local fibre cabinet/exchange. In the last week I have upgraded to fibre unlimited extra (80/20). My DSL line status stats are now downstream 69,956 and upstream 19,999. Could Plusnet please immediately change my upstream figure to 80,000 as it should have been in the first place?
Estimated line speed:80Mb (This may vary between 78Mb and 80Mb) - Checked on 2017-06-23 16:37:00
Current line speed:67.4 Mb
I've just done a BT speed test and it shows a download speed of 240.18 with an IP profile of 67.71! Something is clearly very wrong.
Re: Fibre extra not working as it should
04-08-2018 9:46 AM
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The silly BT result is due to the browser you are using. Try again using either Edge or Internet Explorer.
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Re: Fibre extra not working as it should
04-08-2018 10:37 AM
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What router are you using? Does it give you an attainable sync rate in the xDSL stats somewhere?
Bob Pullen
Plusnet Product Team
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Re: Fibre extra not working as it should
04-08-2018 11:03 AM
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I'm using a BT Homehub 5, which shows data rate as 19,999/ 69,956 and maximum data rate 28,194/ 84,902. I hope this helps.
Re: Fibre extra not working as it should
04-08-2018 12:06 PM
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Bob Pullen
Plusnet Product Team
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Re: Fibre extra not working as it should
04-08-2018 12:11 PM
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Yes I have! And the PC.
Re: Fibre extra not working as it should
04-08-2018 12:13 PM
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Bob Pullen
Plusnet Product Team
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Re: Fibre extra not working as it should
04-08-2018 12:16 PM
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You've not by any chance paid for a fixed IP address? I ask because whilst the Plusnet profile is pretty irrelevant on dynamic IP addresses it does control the static ones. Some Plusnet agents are not aware of this distinction.
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Re: Fibre extra not working as it should
04-08-2018 12:18 PM
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Thanks, but this move has not gone well. First I wasn't switched over when I should have been and had to phone Plusnet to get it actioned and then second, I've been put onto the wrong speed. This happened when I moved from ADSL to fibre, too, so I'm not very happy
Re: Fibre extra not working as it should
04-08-2018 12:19 PM
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Thanks for the idea, but I haven't paid for a fixed IP address.
Re: Fibre extra not working as it should
05-08-2018 2:39 AM
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Bob Pullen
Plusnet Product Team
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Re: Fibre extra not working as it should
05-08-2018 8:26 AM
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The situation hasn't improved over the last three days and so I am still not getting the speed I paid for. I'm sure there's something Plusnet can do to remedy the situation. As I said previously, this has happened before.
Re: Fibre extra not working as it should
05-08-2018 11:11 AM
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You have paid for "Up to" 78Mbps, which you are getting. DLM may well increase your speeds over the next few days, you just need to be patient.
Are you having problems?
Re: Fibre extra not working as it should
06-08-2018 11:51 AM
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Hi there.
From what I can see we've definitely provisioned you on to 80/20.
Your circuit is also in sync at a downstream rate of 70mbps and upstream of 20mbps.
Can you run a BT speedtest at http://www.speedtest.btwholesale.com via Internet Explorer or Microsoft Edge using a wired connection, completing the further diagnostics at the end?
This will store the result on the supplier system and will help us in reporting a fault to our suppliers.
Re: Fibre extra not working as it should
06-08-2018 12:16 PM
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I've done the speedtest again. The problem is that it's provisioned at 70 instead of the 80 which my line is capable of. I'm fed up with being fobbed off - things like "wait a while and the speed will increase" - when I know that it needs to be set correctly at the exchange. Hopefully someone will be doing it shortly. Why do Plusnet prevaricate like this? Is it because they have to pay Openreach to correct the situation?
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