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New customer 5mb fibre speed

FIXED
Grhmeh
Dabbler
Posts: 13
Thanks: 1
Registered: 05-06-2017

New customer 5mb fibre speed

Joined  plusnet fiber  27/6/17  got 32 mb initially then it whent down to 5mb I was with talktalk standard broadband and had 10.5 mb can you help please. one other problem was my caller display was not working

8 REPLIES
newagetraveller
Aspiring Pro
Posts: 445
Thanks: 53
Registered: 03-08-2012

Re: New customer 5mb fibre speed

If you didn't order caller display when you signed up then it possibly needs activating through your account, 99p/month.

It isn't included by default as far as I know.Smiley

Three mobile, 1,2,3, PAYG. https://www.three.co.uk/Store/SIM/Pay_As_You_Go
Plusnet Help Team
Plusnet Help Team
Posts: 4,288
Thanks: 907
Fixes: 181
Registered: 25-03-2015

Re: New customer 5mb fibre speed

Welcome to the community forums @Grhmeh,

 

In regards to caller display, I see you've contacted via another channel and this should be active on your line now.

 

I've checked your fibre connection and it's not flagging up any issues with speeds, however it is indicating the it's currently disconnected at the premises.

 

Do you have the router connected to the master socket through a micro filter? (Providing you don't have a pre-filtered faceplate on the socket)

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Grhmeh
Dabbler
Posts: 13
Thanks: 1
Registered: 05-06-2017

Re: New customer 5mb fibre speed

I am at work at the moment and I had left the router off this morning, the router is connected by an extension cable from the main bt socket and has worked well like this for several years getting a steady 10.5mb.If after I switch it on again and I still only get 5mb I will try the router on the bt socket.  

Plusnet Help Team
Plusnet Help Team
Posts: 4,288
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Fixes: 181
Registered: 25-03-2015

Re: New customer 5mb fibre speed

I'm afraid we wouldn't be able to guarantee a service via an extension socket, however please do let us know how you get on when connected via the master socket.

 

As a side note, I'd also recommend leaving the router connected and not disconnecting it when it's not in use.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Grhmeh
Dabbler
Posts: 13
Thanks: 1
Registered: 05-06-2017

Re: New customer 5mb fibre speed

Phoned plusnet this evening and they found a fault at the exchange after a line test so fingers crossed it will be sorted many thanks for your help.

Plusnet Help Team
Plusnet Help Team
Posts: 8,351
Thanks: 2,567
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Registered: 21-04-2017

Re: New customer 5mb fibre speed

Fix

Hi there,

 

It looks like your service is running on a hot virtual path.

This pretty much means that the equipment at the exchange is overutilised. It's due to be fixed on the 4th August, however, I've contacted our suppliers to see if we can move your service to a cooler VP which should happen within 24 hours.

 

Anoush.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grhmeh
Dabbler
Posts: 13
Thanks: 1
Registered: 05-06-2017

Re: New customer 5mb fibre speed

Speed now 33 to 37 mb down and 2 mb up I hope it stays like that, thanks for your help in sorting it out.

Moderator
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Re: New customer 5mb fibre speed

Moderator's note by Mike (Mav): I have changed the fix to @Gandalf as per message #7.

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