New Fibre Move (3 days) - Poor Speeds
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- Re: New Fibre Move (3 days) - Poor Speeds
New Fibre Move (3 days) - Poor Speeds
03-03-2018 6:55 PM - edited 03-03-2018 6:57 PM
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Hi there
Struggling to get through to Plusnet Customer Services waiting 30 minutes at a time. Hope you can help.
We recently moved (3 days ago) and moved our internet from normal broadband at our previous postcode to a similar post code nearby to Fibre Broadband.
Our old address saw 21 down and 2 up which was really good for normal broadband.
After 3 days on new Fibre we are seeing 14 down and 2 up. Even though it stated 30-40 down and 10 up which is kind of ridiculous.
"New Plusnet One Hub. Configured correctly. No problems with DSL connection. Router setup is correct. Tried more than one socket. No change on speed in 3 days."
Is the line still settling or does that seem way off to you?
Thanks
Chris
Re: New Fibre Move (3 days) - Poor Speeds
03-03-2018 7:18 PM
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Its still a little early it may take up to 10 days to settle down if i remember rightly!
Re: New Fibre Move (3 days) - Poor Speeds
03-03-2018 8:07 PM
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Welcome to the formum @Dallersuk.
What does http://dslchecker.bt.com/ say for your new premises?
If you should be getting better, you don't have to wait on the phone (or chat). I would run through the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and then report a fault at https://www.plus.net/apps/kbdfaults
It takes a bit of your time but formally makes Plusnet aware of your problem, they have look at it, and gets the problem into the queue for action.
Re: New Fibre Move (3 days) - Poor Speeds
03-03-2018 9:38 PM
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@andytay wrote:
Its still a little early it may take up to 10 days to settle down if i remember rightly!
Wrongly I'm afraid, there's no 10 day training period with VDSL contrary to what some support staff still think
@Dallersuk can you provide the details from the Troubleshooting->Helpdesk page on your router? (hide your personal details)
That will help a lot.
Re: New Fibre Move (3 days) - Poor Speeds
03-03-2018 10:34 PM - edited 03-03-2018 10:36 PM
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Thanks for the replies, I don't remember waiting for 10 days to see the down and up speeds in the past when changing package just for the line to settle itself so I am unsure why I am not seeing the benefits of upgrading to fibre.
https://www.plus.net/apps/kbdfaults Has been unavailable for me for two days? Is it the same for you?
Here are my results.
Best Effort Download 14.61mbps
Best Effort Upload 2.07mpbs
Here are the location results.
Telephone Number 0118947***5 on Exchange CAVERSHAM is served by Cabinet 12
Featured Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Handback Threshold(Mbps) |
WBC FTTC Availability Date |
WBC SOGEA Availability Date |
Left in Jumper |
|||
---|---|---|---|---|---|---|---|---|---|
High | Low | High | Low | ||||||
VDSL Range A (Clean) | 49.8 | 35 | 10.3 | 6.8 | 32.2 | Available | -- | -- | |
VDSL Range B (Impacted) | 40 | 25 | 9.6 | 5 | 20 | Available | -- | -- | |
Featured Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Range(Mbps) |
WBC FTTP Availability Date |
|||||
FTTP on Demand | 330 | 30 | -- | Available | -- | -- | |||
ADSL Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Range(Mbps) |
Availability Date |
Left in Jumper |
||||
WBC ADSL 2+ | Up to 18.5 | -- | 17 to 20.5 | Available | -- | -- | |||
WBC ADSL 2+ Annex M | Up to 18.5 | Up to 1.5 | 17 to 20.5 | Available | -- | -- | |||
ADSL Max | Up to 8 | -- | 7 to 8 | Available | -- | -- | |||
WBC Fixed Rate | 2 | -- | -- | Available | -- | -- | |||
Fixed Rate | 2 | -- | -- | Available | -- | -- | |||
Other Offerings |
Availability Date |
||||||||
VDSL Multicast | -- | -- | -- | Available | -- | -- | |||
ADSL Multicast | -- | -- | -- | Available | -- | -- | |||
Premise environment |
Status |
||||||||
Bridge Tap | Y | ||||||||
VRI | N | ||||||||
NTEFaceplate | N | ||||||||
Last Test Date | -- |
Re: New Fibre Move (3 days) - Poor Speeds
03-03-2018 10:50 PM
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@Browni wrote:
@Dallersuk can you provide the details from the Troubleshooting->Helpdesk page on your router? (hide your personal details)
That will help a lot.
More than you think - re you able to do this?
Re: New Fibre Move (3 days) - Poor Speeds
03-03-2018 11:23 PM - edited 04-03-2018 12:56 AM
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1. Product name: | Plusnet Hub |
2. Serial number: | +081441+NQ74804353 |
3. Firmware version: | Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown |
4. Board version: | Plusnet Hub One |
5. DSL uptime: | 0 days, 09:34:49 |
6. Data rate: | 2684 / 16249 |
7. Maximum data rate: | 2680 / 14836 |
8. Noise margin: | 6.3 / 6.2 |
9. Line attenuation: | 33.1 / 23.5 |
10. Signal attenuation: | 33.3 / 20.3 |
11. Data sent/received: | 62.4 MB / 494.6 MB |
12. Broadband username: | 1********@plusdsl.net |
13. 2.4 GHz Wireless network/SSID: | HarryPotter |
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) |
17. 5 GHz Wireless network/SSID: | HarryPotter |
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 |
22. MAC Address: | d8:d7:75:b9:83:8a |
23. Modulation: | G.993.2 Annex B |
24. Software variant: | AA |
25. Boot loader: | 1.0.0 |
Re: New Fibre Move (3 days) - Poor Speeds
03-03-2018 11:32 PM
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OK, so yes you should be getting much better speeds.
How is your phone line? If you dial 17070 option 2 is the line quiet?
If that is OK, do you have VDSL filtered master socket?
Are you able to check speeds from the test socket on your master socket? If so is there a improvement in sync speeds?
Re: New Fibre Move (3 days) - Poor Speeds
04-03-2018 12:09 AM
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Thought so I guess I will have to stay on hold until I get through to customer services.
Phone noise is minimal and I have tested on the master and secondary socket and both the same.
Filtered master socket.
How do I test the test socket?
Re: New Fibre Move (3 days) - Poor Speeds
04-03-2018 10:08 AM
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thanks for correcting me as thats what i was led to believe by PN.
Re: New Fibre Move (3 days) - Poor Speeds
05-03-2018 2:48 PM
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