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Low fibre speed

martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Low fibre speed

Our fibre went live on Monday but it's only syncing at around 11-12MB, I was told I'd get between 27-39MB, can anyone help me out?

Here are my stats.

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ71905766
3. Firmware version: Software version 4.7.5.1.83.8.237.2.2 Last updated 12/09/17
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 07:42:14
6. Data rate: 1149 / 11726
7. Maximum data rate: 1149 / 11884
8. Noise margin: 5.8 / 6.3
9. Line attenuation: 9.7 / 23.3
10. Signal attenuation: 9.7 / 18.1
11. Data sent/received: 82.1 MB / 2.2 GB
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0
50 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,718
Thanks: 102
Fixes: 31
Registered: 27-04-2007

Re: Low fibre speed

Hi there,

 

I've just been looking into this and line tests are pointing towards a fault.


The best thing to do is report that with us over at http://faults.plus.net

 

Feel free to drop a reply back here when you have so that we can follow things up.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Re: Low fibre speed

I just tried going through that process but I don't have a bt modem so cannot progress any further.

What should I do?
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 12,718
Thanks: 102
Fixes: 31
Registered: 27-04-2007

Re: Low fibre speed

Ah, OK. Just pretend you have and that you've tried it, that should allow you to log the fault with all the information we need to push things forward.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Re: Low fibre speed

Okay I did that, another part is asking me to bypass the router and connect directly to the modem should I just say that it didn't fix it?
martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Re: Low fibre speed

I just finished it but not sure how accurate it is as some parts I had to skip.

Thanks
Moderator
Moderator
Posts: 16,283
Thanks: 1,711
Fixes: 115
Registered: 06-04-2007

Re: Low fibre speed

Moderator's note:

@martyn90125

A duplicate post was released from the Spam Filter and removed.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Plusnet Help Team
Plusnet Help Team
Posts: 3,603
Thanks: 752
Fixes: 182
Registered: 21-04-2017

Re: Low fibre speed

Sorry about the questions in the troubleshooter. It's a bit out dated for fibre accounts.

Thanks for raising the fault.

Can you plug your router into the test socket as explained here and let us know when you've done that?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Re: Low fibre speed

It's plugged into the test socket now
Plusnet Help Team
Plusnet Help Team
Posts: 3,603
Thanks: 752
Fixes: 182
Registered: 21-04-2017

Re: Low fibre speed

Line tests are now detecting a potential fault on the line. I've reported that through to Openreach.

We'll keep you updated via this ticket when we have more info.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Re: Low fibre speed

Okay thank you for your help.
Plusnet Help Team
Plusnet Help Team
Posts: 3,603
Thanks: 752
Fixes: 182
Registered: 21-04-2017

Re: Low fibre speed

No problems, hopefully it’s a quick fix.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Re: Low fibre speed

Engineer fixed a fault around 5 hours ago and we are still syncing at around 11MB, he said if it doesn't improve within 24 hours then I need to contact you and get another engineer out to investigate further
martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Re: Low fibre speed

Still around 11Mb this morning have updated my support question.
martyn90125
Grafter
Posts: 36
Registered: 13-09-2017

Re: Low fibre speed

Updated my support ticket 24 hours ago still no update, what's going on?