cancel
Showing results for 
Search instead for 
Did you mean: 

No change after fibre extra upgrade

andydriving
Newbie
Posts: 5
Registered: 2 weeks ago

No change after fibre extra upgrade

Upgraded a couple of weeks ago.
Previously received an average of 30mbps
Still getting exactly the same
Not technically minded enough to know what the problem could be
Hope someone can shine a light
9 REPLIES 9
daveplus
Aspiring Pro
Posts: 366
Thanks: 63
Fixes: 3
Registered: ‎25-08-2010

Re: No change after fibre extra upgrade

Go to https://www.dslchecker.bt.com/ and run the checker. Copy the whole page, but not including your phone number, and paste it into a reply.

Dave

andydriving
Newbie
Posts: 5
Registered: 2 weeks ago

Re: No change after fibre extra upgrade

daveplus
Aspiring Pro
Posts: 366
Thanks: 63
Fixes: 3
Registered: ‎25-08-2010

Re: No change after fibre extra upgrade

Thanks. Looks to me lower than you should expect and I would say that 30 is below what you should have been getting before the upgrade.

You should carry out the instructions at https://www.plus.net/help/broadband/connection-troubleshooting and report back with your results. A Plusnet support person should pick up anything that indicates a problem

Or you could phone CS to raise it.

andydriving
Newbie
Posts: 5
Registered: 2 weeks ago

Re: No change after fibre extra upgrade

Thank you for your help
Will try all of those checks tomorrow
It’s been a stable 26-30mbps for 18 months with no issues
It’s strange to pay a bit extra per month for fibre extra with no change whatsoever in mbps speed
Hopefully issue will be solved
I’ll keep you posted
dgp
Grafter
Posts: 85
Thanks: 1
Registered: ‎12-07-2007

Re: No change after fibre extra upgrade

Hi I’ve got the same problem and suspect mine is caused by Openreach not having upgraded my line☹️. If you can, you should measure your connection speed with an Ethernet cable connection to your router with a laptop or PC as that will rule out any WiFi issues - it could be that limiting your speed rather than the broadband. You might as well do it now as PN will want you to do it anyway.

 

Also looking at your DSL checker I’m not so sure you’ll get the big speed increase you are hoping for. I’m not a huge expert but it looks like your line can only give you 45.4 Mbps maximum, whereas mine shows 73.9 Mbps. What was the minimum speed you were promised by PN?

 

David

 

 

 

andydriving
Newbie
Posts: 5
Registered: 2 weeks ago

Re: No change after fibre extra upgrade

Promised minimum 31mbps
Which weirdly they changed overnight to 29mbps
Had same speed before upgrade , so starting to wonder if all this hassle is worth it!!!
I’ll do what you suggest though tonight.
It would make sense that my line has not been upgraded on BT Openreach...
Thanks for good info
andydriving
Newbie
Posts: 5
Registered: 2 weeks ago

Re: No change after fibre extra upgrade

Just had a response from Plusnet support team.
They’ve said I was on an ‘incorrect setting’ which they have now changed.
Should see higher speeds over next few days...
We shall see...
Thank you for all you responses on this forum
Community Veteran
Posts: 1,874
Thanks: 378
Fixes: 42
Registered: ‎13-08-2015

Re: No change after fibre extra upgrade

@andydriving 

Your DSL Checker file you posted showed your line in sync at 34.9Mbps, so there is no point going to fibre extra if your line is syncing at that speed. Even your maximum estimate is only 45, which would make little difference.

 

Do you have a filtered Master Socket, and have you tried the hidden test socket?

If you have a Hub 0ne, take a look at the Help Desk page in the Advanced section, and compare the sync and max attainable speeds before and after trying the test socket.

Unless you see higher speeds in the Help Desk page you are just wasting money going to Extra.

dgp
Grafter
Posts: 85
Thanks: 1
Registered: ‎12-07-2007

Re: No change after fibre extra upgrade

I’m inclined to agree but It does depend what sort of deal he got.