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New Fibre Move (3 days) - Poor Speeds

Dallersuk
Newbie
Posts: 4
Registered: ‎03-03-2018

New Fibre Move (3 days) - Poor Speeds

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 

10 REPLIES
andytay
Rising Star
Posts: 104
Thanks: 16
Registered: ‎17-05-2016

Re: New Fibre Move (3 days) - Poor Speeds

 

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

BrightonRock
Pro
Posts: 300
Thanks: 89
Fixes: 6
Registered: ‎09-04-2016

Re: New Fibre Move (3 days) - Poor Speeds

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.

Browni
Aspiring Hero
Posts: 2,298
Thanks: 790
Fixes: 47
Registered: ‎02-03-2016

Re: New Fibre Move (3 days) - Poor Speeds


@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 Knuppel

@Dallersuk can you provide the details from the Troubleshooting->Helpdesk page on your router? (hide your personal details)

That will help a lot. 

 

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Dallersuk
Newbie
Posts: 4
Registered: ‎03-03-2018

Re: New Fibre Move (3 days) - Poor Speeds

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 --        
Community Veteran
Posts: 1,598
Thanks: 278
Fixes: 33
Registered: ‎13-08-2015

Re: New Fibre Move (3 days) - Poor Speeds


@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?

Dallersuk
Newbie
Posts: 4
Registered: ‎03-03-2018

Re: New Fibre Move (3 days) - Poor Speeds

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
Community Veteran
Posts: 1,598
Thanks: 278
Fixes: 33
Registered: ‎13-08-2015

Re: New Fibre Move (3 days) - Poor Speeds

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?

 

Dallersuk
Newbie
Posts: 4
Registered: ‎03-03-2018

Re: New Fibre Move (3 days) - Poor Speeds

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? 

andytay
Rising Star
Posts: 104
Thanks: 16
Registered: ‎17-05-2016

Re: New Fibre Move (3 days) - Poor Speeds

 

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

Plusnet Help Team
Plusnet Help Team
Posts: 6,016
Thanks: 581
Fixes: 221
Registered: ‎01-01-2012

Re: New Fibre Move (3 days) - Poor Speeds

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.

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