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Paying for fibre extra only getting 7.5meg download

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Dabbler
Posts: 11
Registered: ‎07-03-2018

Paying for fibre extra only getting 7.5meg download

Despite having an engineer out earlier in the year you still haven't fixed my broadband or offered any compensation for the [-Censored-]ty service.
I rang to complain again two days ago and just got the same rubbish spouted to me.
You sold me this contract on the basis of MINIMUM 45 meg. I get 7.7 if Im lucky.
The visiting engineer told me the fault is in the green cabinet and he would get it fixed. That was months ago.
I also had the same complaint previously. Never fixed.
It started faster, when i first switched to fibre extra but within weeks it was back down to 7meg. That was 3years ago.

3 YEARS OF PAYING FOR FIBRE EXTRA AND NOT GETTING ANYTHING FASTER THAN 7meg.
I should be getting a refund. Stop lying to me and give me what I paid for or my money back
I've been patient enough. THREE YEARS FOR GODS SAKE,

Moderator's note by Dick (Strat): Avoidance of swear filter edited as per Forum rules.

16 REPLIES 16
Highlighted
Aspiring Pro
Posts: 359
Thanks: 43
Fixes: 2
Registered: ‎17-09-2018

Re: Paying for fibre extra only getting 7.5meg download

@amberbee1 

Hi

Please do the following...

Check the speeds you should be getting, use https://www.broadbandchecker.btwholesale.com/#/ADSL,

ensure if you post this information on the community to remove the phone number.

Request a GEA report via the community, or raise a ticket, and publish the results here.

 

Please note I do not work for, have never worked for Plusnet , or any British Telecom company.

 

 

 

Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

BT logo
Broadband Availability Checker

Address is served by Cabinet 8
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date
High Low High Low
VDSL Range A (Clean) 67 45.4 15.7 10 40 Available Available
VDSL Range B (Impacted) 64.4 40 15.3 8.6 32.4 Available Available
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
FTTP on Demand 330 30 -- Available --
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability Date
WBC ADSL 2+ Up to 12 -- 7 to 17 Available
WBC ADSL2+ Annex M Up to 12 Up to 1 7 to 17 Available
ADSL Max Up to 6.5 -- 5.5 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings Availability Date
VDSL Multicast Available
ADSL Multicast Available
FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 30 Nov 2012. The Formal Retirement date for IPstream is from 30 Jun 2014.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

Thank you for your interest


By submitting a query into this checker you accept Terms of Use for this checker.
Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

I've no idea how to open a ticket or request what you said. Can you elaborate please.
Highlighted
Aspiring Pro
Posts: 359
Thanks: 43
Fixes: 2
Registered: ‎17-09-2018

Re: Paying for fibre extra only getting 7.5meg download

 

Plusnet this customer requests a GEA test on their line, Thanks.

 

@amberbee1 

If you wish to raise a ticket, then you will need to log in to the Plusnet Account page with your username and password supplied when you signed up. This is a different system to the community system (ie this one).

You will get a GEA report, however other people in the community cannot see it unless you place it here.

The GEA report is a test of the line, shows if there are potential faults, interference etc, its technical but it can assist in localising your problem.

 

Also you should follow the fault procedure described here

 

https://www.plus.net/help/broadband/connection-troubleshooting/

 

 

 

 

 

 

 

 

Highlighted
Community Veteran
Posts: 2,146
Thanks: 465
Fixes: 50
Registered: ‎13-08-2015

Re: Paying for fibre extra only getting 7.5meg download

Any reason you posted the DSL checker using your adress and not the phone number?

More accurate information would have been provided by the phone number.

Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

I have no idea what my phone number is. I've never had a phone plugged in.
I will try to find out what it is.

I have already reported the fault by phone, several times. There is no report on my account, just a log of problem.

Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

I have no idea what my phone number is. I've never had a phone plugged in.
I will try to find out what it is.

I have already reported the fault by phone, several times. There is no report on my account, just a log of problem.

Fault ID: 150151 was created
- Fault start date was added and set to 29-06-2020
- Service affected was added and set to Broadband
- Fault symptom was added and set to Intermittent
- Engineer visit was added and set to No

I cannot find how to open a ticket. I've searched the entire site. They only give option to telephone.

If you can direct me to this ticket link it would be most helpful.
Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

Telephone served by Cabinet 8
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) 67 45.4 15.7 10 40 Available Available --
VDSL Range B (Impacted) 64.4 40 15.3 8.6 32.4 Available Available --
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
FTTP on Demand 330 30 -- Available --
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in Jumper
WBC ADSL 2+ Up to 16.5 -- 14.5 to 18.5 Available Available Yes
WBC ADSL2+ Annex M Up to 16.5 Up to 1 14.5 to 18.5 Available Available Yes
ADSL Max Up to 7 -- 6 to 8 Available Available --
WBC Fixed Rate 2 -- -- Available Available Yes
Fixed Rate 2 -- -- Available -- --
Observed Speeds VDSL ADSL
Max Observed Downstream Speed 8.79 17.24
Max Observed Upstream Speed 4.99 1.17
Observed Date 2020-06-28 2018-08-22
Other Offerings Availability Date
VDSL Multicast Available
ADSL Multicast Available
Premise Environment Status
Bridge Tap U
VRI N
NTE FacePlate N
Last Test Date 17-06-2020
FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 30 Nov 2012. the Formal Retirement date for IPstream is from 30 Jun 2014.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Thank you for your interest
Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

Just to say I've been through the troubleshooting guide many, many times. They mske me do it everytime I ring to complain. The engineer has been out twice and told me months ago it was the cabinet. Nothing has been done
Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

I have just checked in the member centre help, where my open questions are. There is absolutely no way of opening an online ticket offered. It only allows me to add information to current tickets or telephone in for another question. I have asked for the GEA test report to be added there.
Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

Also,
These messages are saying its fixed but it isn't. I haven't deemed it fixed at all.
Highlighted
Aspiring Pro
Posts: 359
Thanks: 43
Fixes: 2
Registered: ‎17-09-2018

Re: Paying for fibre extra only getting 7.5meg download

@amberbee1 

Phone number can be found by

Login to Account (not Community)

Click the Phone symbol, and the phone number is on that page

 

Raise a ticket

While in the Accounts system

click

https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38

 

Fill in form

 

I have requested in an earlier post a GEW, Plus Net may not allow a request from a third party, so either you request one in the community pages or via the ticket mechanism.

 

 

 

 

Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download




System User


** INTERNAL **

KBD
GEA Test Detail
Circuit ID NA Service ID [Removed]
Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1613
Description Potential HR Joint detected on GEA service. Please continue to submit a trouble report
Main Fault Location CE
Sync Status In Sync
Downstream Speed 8.3 Mbps
Upstream Speed 4.7 Mbps
Appointment Required Y
Fault Report Advised Y
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Detected
Estimated Line Length In Metres 702.0
Upstream Rate Assessment Low
Downstream Rate Assessment Low
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From20:45to21:00
Interference Location Unknown
Interference Observed In Days 0
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-8.8M Downstream, Retransmission High - 0.128M-5M Upstream, Retransmission High
Time Stamp 2020-06-19T09:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 8.7 Mbps 8.7 Mbps 8.7 Mbps
Up Stream Line Rate 4.5 Mbps 4.9 Mbps 4.9 Mbps
Up Time 2.0 Sec 900.0 Sec 890.0 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2020-07-02T07:55:31Z 2020-07-02T08:10:31Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

Radius


Summary
Line is in sync, Line is stable with 3 drops in the last 5 days
Speeds are below the MGALs
MGALS Speed: 42.5Mb
Download Speed: 45.4 - 67Mb
Potential HR Joint detected on GEA service.


Kind regards,

[CSA Removed] - CSC Analyst
9:28am, Thursday 2 Jul 2020

[internal]

HLE ticket open on the account

 

Kind regards,

[CSA Removed]
[Email notification



This Question is now on hold until Saturday 4th July at 7:00am.

Kind regards,

[CSA Removed]

 

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Moderators Note: Personal information and CSA name removed

Highlighted
Dabbler
Posts: 11
Registered: ‎07-03-2018

Re: Paying for fibre extra only getting 7.5meg download

Engineer came out.
Its a line fault
No ETA for fix
A week later..... Woke up to no internet connection at all. Dead.

Really shoddy