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Moved House lower package.

gmulford
Dabbler
Posts: 16
Registered: ‎06-07-2013

Moved House lower package.

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

27 REPLIES 27
Baldrick1
Hero
Posts: 3,330
Thanks: 1,421
Fixes: 89
Registered: ‎30-06-2016

Re: Moved House lower package.

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

Plusnet Help Team
Plusnet Help Team
Posts: 1,482
Thanks: 284
Fixes: 84
Registered: ‎26-03-2018

Re: Moved House lower package.

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
gmulford
Dabbler
Posts: 16
Registered: ‎06-07-2013

Re: Moved House lower package.

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

Plusnet Help Team
Plusnet Help Team
Posts: 415
Thanks: 83
Fixes: 15
Registered: ‎25-09-2018

Re: Moved House lower package.

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?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matt L
 Plusnet Help Team
gmulford
Dabbler
Posts: 16
Registered: ‎06-07-2013

Re: Moved House lower package.

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.

 

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,128
Thanks: 112
Fixes: 52
Registered: ‎06-08-2018

Re: Moved House lower package.

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


gmulford
Dabbler
Posts: 16
Registered: ‎06-07-2013

Re: Moved House lower package.

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 Smiley but still really low upload, will check again when I get home.

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,167
Thanks: 184
Fixes: 55
Registered: ‎09-10-2018

Re: Moved House lower package.

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
gmulford
Dabbler
Posts: 16
Registered: ‎06-07-2013

Re: Moved House lower package.

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

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,167
Thanks: 184
Fixes: 55
Registered: ‎09-10-2018

Re: Moved House lower package.

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
gmulford
Dabbler
Posts: 16
Registered: ‎06-07-2013

Re: Moved House lower package.

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

Thanks for all your help.

Greg

 

Plusnet Help Team
Plusnet Help Team
Posts: 14,610
Thanks: 364
Fixes: 102
Registered: ‎27-04-2007

Re: Moved House lower package.

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

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
gmulford
Dabbler
Posts: 16
Registered: ‎06-07-2013

Re: Moved House lower package.

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

 

Greg

Plusnet Help Team
Plusnet Help Team
Posts: 1,482
Thanks: 284
Fixes: 84
Registered: ‎26-03-2018

Re: Moved House lower package.

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.
 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team