Moved House lower package.

[#1]

HI,

We have just moved to a new house and transferred our broadband (we were in contract until November), unfortunately we had to downgrade from Unlimited Fibre Extra as you don't offer this here.  We're happy with plus net and never had any problems, but we had a nice 80mb/20mb connection.

It was enabled yesterday, and we only have 28mb/1mb. It's the upload that's the biggest disappointment. I'm guessing there isn't much that can be done to improve this as it's the line and not Plusnet’s fault.

It seems unfair that we are paying pretty much the same price we were paying before and will be stuck in a new 18-month contract. New customers get it cheaper and get the option of cashback etc, it would have been cheaper to cancel pay the fee and sign up as new.

Is there anything I can do to increase the speed or reduce the cost?

Thanks

Greg

[#2]

What results do you get if you put your phone number in here?  https://my.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

[#3]

Hi @gmulford,

I'm sorry that you're unhappy with the speed at your new property and for any inconvenience that this is causing you. I've tested your line and the download sync speed is currently 32.5mbps, which is within the line's estimate of 30.1 - 40mbps. However, the upload sync speed is 1.2mbps and this is below the upload speed estimate of 5.3 - 7.7mbps. Unfortunately, the test hasn't picked up the cause of the poor upload speed.

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	32.5 Mbps
Upstream Speed	1.2 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	Detected
Estimated Line Length In Metres	1049.4
Upstream Rate Assessment	Low
Downstream Rate Assessment	Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-08-13T12:29:53Z	2019-08-13T12:44:53Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

We'll need to do some troubleshooting to try and get to the bottom of what's led to the poor upload speed. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket.

[#4]

Not much to check, I'm just using the One Hub and the micro filter from the box.

Nothing else plugged in, as my phone is still packed in a box somewhere :D. 

I'll see if I can find a phone to test for noise and try plugging the router straight into the test socket tonight.

Thanks for your help

Greg

[#5]

Hi there @gmulford

Thanks for getting back to us. Let us know how your phone test goes.

In addition, did you try connecting to the test socket as @EmilyD advised?

[#6]

I haven't been able to find the phone still hidden in one of the boxes. I have plugged the router into the Test socket about 3 hours ago and so far no difference.

[#7]

Hey @gmulford,

Thanks for getting back to us after trying.

Could you confirm you are connected via an Ethernet on when testing your speed at the test socket? Could you also confirm no other programs were running during these tests - as these usually impeded the upload speed.

Thanks.

[#8]

Yes it was connected via a network cable into a laptop while testing

The test socket doesn't seem to make a differnece, I've had to swap back to the standard socket.

The download sync speed is creeping up which is good but still really low upload, will check again when I get home.

[#9]

Thanks for confirming all of that for us @gmulford.

Please do let us all know how you get on with it once you're home - we're in the office until 22:00 tonight.

[#10]

I've brought a phone home from work and there doesn't seem to be any noise on the line.

I've a different microfilters  and can plug the router back into the test socket if needed.

The sync speed is now 39.95MB/876kbs, so download is getting better and upload seems to be getting worse :S

Greg

[#11]

Thanks @gmulford.

In that case, we'd recommend raising the issue as a fault via faults.plus.net

If you can let us know here when you've done so we'll ensure that it's progressed ASAP.

[#12]

I've left the router connected directly to the test socket and raised a fault on the website

Thanks for all your help.

Greg

[#13]

Hi there, 

I've just picked that up and sent a reply back to the ticket for you https://www.plus.net/wizard/?p=view_question&id=193153711

[#14]

Thanks, I've added a reply to the ticket.

Greg

[#15]

Hi @gmulford,

Thank you for adding your availability to the ticket. I've booked your engineer appointment now and have added the details to the ticket here. Please let us know if this needs rearranging.