New Fibre Move (3 days) - Poor Speeds

[#1]

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 

[#2]

Its still a little early it may take up to 10 days to settle down if i remember rightly!

[#3]

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.

[#4]

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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. 

[#5]

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	--

[#6]

---

@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?

[#7]

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

[#8]

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?

[#9]

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? 

[#10]

thanks for correcting me as thats what i was led to believe by PN.

[#11]

Sorry to hear you're having issues.

I can see you have a complaint open regarding this and we've found a fault on the line.

Let us know how you get on.