cancel
Showing results for 
Search instead for 
Did you mean: 

New Fibre extra

zabiel
Dabbler
Posts: 12
Registered: 03-11-2014

New Fibre extra

Hello
I am new user fibre extra broadband. BT engineer connected all fibre, and my broadband speed is about 30 mb, when I ordered the estimated speed was 63 mb. This will be change soon ?
21 REPLIES
Community Veteran
Posts: 38,441
Thanks: 1,017
Fixes: 61
Registered: 15-06-2007

Re: New Fibre extra

Not necessarily
What does this say for current line speed https://portal.plus.net/my.html?action=data_transfer_speed and is the speed measured by wire or wireless
If possible can you also run the BT speedtest - Further diagnostics http://speedtest.btwholesale.com/
dfunked
Grafter
Posts: 181
Thanks: 5
Registered: 15-10-2011

Re: New Fibre extra

Also make sure that you're using a wired connection when doing any speed tests
zabiel
Dabbler
Posts: 12
Registered: 03-11-2014

Re: New Fibre extra

Is wired.

Postcode:
Phone exchange:
   SIMONSWOOD
Estimated line speed:
   63Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-10-15 18:45:20
Current line speed:
   78 Mb

[http://i57.tinypic.com/2wd4l7c.jpg
If i use futher diagnostic, I got info
No Fibre to the Premises (FTTP) services have been found at this address. Please check the postcode or use the Telephone Number or Service ID to conduct the test.
Click here to try again.

I dont remember my phone number, I phone still doesnt work.
Community Veteran
Posts: 38,441
Thanks: 1,017
Fixes: 61
Registered: 15-06-2007

Re: New Fibre extra

If you don't remember the phone number then the second part won't work
The fact that the phone doesn't work may be part of the problem
Have you reported that
Also was that test wired or wireless
zabiel
Dabbler
Posts: 12
Registered: 03-11-2014

Re: New Fibre extra

Im not reported yet, is wired connection
Community Veteran
Posts: 38,441
Thanks: 1,017
Fixes: 61
Registered: 15-06-2007

Re: New Fibre extra

when you say the phone doesn't work
what are the symptoms - for example is there a dial tone and have you tried it from the socket in the fibre faceplate
zabiel
Dabbler
Posts: 12
Registered: 03-11-2014

Re: New Fibre extra

Is like hollow tone. Nothing. Is connected to the same socket when is broadband as well.
Community Veteran
Posts: 38,441
Thanks: 1,017
Fixes: 61
Registered: 15-06-2007

Re: New Fibre extra

I am sorry but I don't understand
When you plug the phone into the same faceplate as the broadband do you get a hollow sound but no dial tone. If so could you try to explain more what you mean by a hollow sound
zabiel
Dabbler
Posts: 12
Registered: 03-11-2014

Re: New Fibre extra

No sounds no dial tone. Like empty sound, deaf sound
Community Veteran
Posts: 38,441
Thanks: 1,017
Fixes: 61
Registered: 15-06-2007

Re: New Fibre extra

in which case you need to raise a phone fault here https://www.plus.net/wizard/?p=wizard&page=22965&wizard_id=38
zabiel
Dabbler
Posts: 12
Registered: 03-11-2014

Re: New Fibre extra

I tried now futher diagnostic....
Still not 63 Mb Sad
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: New Fibre extra

Hi zabiel,
We need to forget your broadband for the moment. You've got a bigger problem which is your (lack of) telephone. Once we've got that sorted, your broadband should get better automatically. Even if it doesn't though, we can take a look at that once the phone is sorted.
Based on your answers to oldjim in this forum, I've run a line test on your phone and we've found a potential fault which our suppliers hope to have fixed on Friday.
Just a point for future reference though, you didn't mention the telephone problem in your ticket and so our faults team weren't investigating it. We need as much information as you have to be able to get things fixed quickly for you.
Thanks.
Tony
 Tony
 Plusnet Support
zabiel
Dabbler
Posts: 12
Registered: 03-11-2014

Re: New Fibre extra

When I pick up the phone there is no sound at all. If I ring my home phone I can hear the ringing sound on mobile speaker but home phone stay silent.
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: New Fibre extra

Hi,
The estimated fix time on your telephone fault is tomorrow evening. If you could please post here once it's working, and we'll chase the broadband connection for you if you are still having problems.
Tony
 Tony
 Plusnet Support