House move - upload capped
FIXED- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- House move - upload capped
21-12-2016 11:47 AM - edited 21-12-2016 11:50 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Fixed! Go to the fix.
Re: House move - upload capped
21-12-2016 1:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello @nimdy
Sorry to hear your upload speed has dropped. Looking at your account I can see your service was historically provisioned as 40/20.
You were moved to the 55/10 product in September, in line with the notification we sent out back in July/August.
When you re contracted during your house move, your package was changed to the current Unlimited Fibre package we offer, which is 40/2.
As a gesture of goodwill I will be happy to place a modify order to move your service back up to 55/10.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: House move - upload capped
21-12-2016 1:11 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks.
Re: House move - upload capped
21-12-2016 1:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Orders to modify fibre usually take around 1 working day.
Due to the circumstances, we may need to do some manual work following this so the account isn't restricting the speeds from our side, but we'll get this sorted as soon as we can following the completion of the order if it's required.
We'll let you know once the order is complete and if the speeds haven't increased we'll carry out the additional work that may or may not be required following the completion of the order.
Re: House move - upload capped
21-12-2016 1:37 PM - edited 21-12-2016 1:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Further to Harry's reply, we'll place the modify order once your broadband fibre order completes (Should complete today by midnight).
If this post resolved your issue, please click the 'This fixed my problem' button
Re: House move - upload capped
23-12-2016 8:54 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello @nimdy
I've now placed your modify order to 55/10. As it can take 1 working day to complete, probably looking at next Wednesday when you'll see the increased speeds.
Apologies for the delay.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: House move - upload capped
23-12-2016 11:14 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: House move - upload capped
23-12-2016 11:32 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
No probs, many apologies for the delay.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: House move - upload capped
28-12-2016 11:48 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: House move - upload capped
28-12-2016 3:18 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you for getting back in touch, I've checked your line and I can see that the router is in sync at 55/10:
xDSL Status Summary
Circuit Sync Status |
: | In Sync |
Downstream Line Rate |
: | 55.0 |
Upstream Line Rate |
: | 10.0 |
Shouldn't need to reboot as you're on our new network, so the speed profile on your account wouldn't have any bearing on your throughput.
Are you connecting via a wired or wireless connection?
If this post resolved your issue, please click the 'This fixed my problem' button
Re: House move - upload capped
28-12-2016 5:40 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Could this be linked to my other reported issue of mixed account details showing my phone number as being either in Norfolk or London? https://community.plus.net/t5/My-Account-Billing/Wrong-account-details-online/td-p/1399536
Re: House move - upload capped
28-12-2016 5:56 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've just tested your broadband again and looking at your profile....
Profile Name | 0.128M-40M Downstream, Error Protection Off - 0.128M-2M Upstream, Error Protection Off |
...it's banded at 40/2. It's going to require an engineer appointment I'm afraid, to reset the line.
If you can report a fault to us at http://faults.plus.net and let me know once it's raised I'll pick up the ticket for you.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: House move - upload capped
28-12-2016 6:11 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: House move - upload capped
28-12-2016 6:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The circuit is banded at 40/2 though. Banding is essentially a fault, and at present the only way to reset the line is to arrange an SFI appointment.
I wouldn't think the availability for a fault engineer is 3 weeks. Usually we can arrange one for within a couple of days, which could be next week because of the bank holidays coming up.
Apologies for the inconvenience caused.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: House move - upload capped
29-12-2016 12:17 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- House move - upload capped