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Plusnet Fibre to Fibre Extra - No speed change after a week

Tob
Newbie
Posts: 2
Thanks: 1
Registered: ‎29-11-2018

Plusnet Fibre to Fibre Extra - No speed change after a week

Plusnet Fibre to Fibre Extra - No speed change after a week

I received an email on Thu, 22 Nov,2018, 01:39 (7 days ago)
to tell me that my upgrade is now compete.
I've been on the phone three times to Plusnet support once for an hour and still no change in the speed.
Has anyone got any suggestions to help me resolve this problem thank you.

13 REPLIES 13
Mustrum
Community Veteran
Posts: 3,554
Thanks: 1,055
Fixes: 76
Registered: ‎13-08-2015

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

What speeds is your line capable of? Check on the DSL checker.

How are you checking your speeds?

Are you able to log into your router to check sync speeds and max attainable speeds?

Tob
Newbie
Posts: 2
Thanks: 1
Registered: ‎29-11-2018

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

Thank you for your reply I ran the speed checks as you suggested and all seems good.
So I have decided to cancel the fibre extra and returned to fibre.
I found the whole experience with plusnet unsatisfactory.

BD
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

Hi @Tob and welcome to the Community Forums.

Checking into your account and connection from this side I can see your estimates for the line are:
50 - 70.4Mbps download
11.6 - 17.8Mbps upload

When testing your connection however there looks to be a fault being detected which explains why you haven't seen a increase in your speed upon the upgrade to Fibre Extra as expected.


I have raised the fault to our suppliers and open a fault ticket on your account which can be seen below and we should know whether the issue will be resolved externally or if a engineer is needed to attend the property within the next 72 hours. I'd suggest if you haven't heard anything from our faults team by Monday evening to drop us a message on here and ee'll happily chase this up for you.

Fault ticket:
https://www.plus.net/wizard/?p=view_question&id=185130781
 

rob14
Newbie
Posts: 6
Registered: ‎30-11-2018

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

I'm in exactly the same situation as Tob. A week ago I called to upgrade from regular fibre to Fibre Extra. Got an email on Monday, telling me the switch was complete. But the speed is exactly the same as before: 50Mbps down and 9 up. The new estimated speeds are between 74 - 80 down, with a minimum guaranteed speed of 69.3. Granted, I have been using the old Openreach modem with an Asus router, so tried the Hub One, with exactly the same results. Tests have been carried out on my line, remotely, and no errors have been found. If nothing's changed by next Tuesday I'm going to have to cancel the new contract. I've been with Plusnet for years and have never had any issues before, but this is disappointing.

deank
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

Hi @rob14,

 

I've ran checks on your line for you, and a few settings appear to be incorrect on the system. I have adjusted these for you, which should take effect within 48 hours. Please let us know if you don't see an improvement by then.

rob14
Newbie
Posts: 6
Registered: ‎30-11-2018

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

Thanks for your help, Dean. Fingers crossed.

Rob
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
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Registered: ‎21-04-2017

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

No problem Rob.

Let us know how your speeds look on the 04/12/2018.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
rob14
Newbie
Posts: 6
Registered: ‎30-11-2018

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

Thanks for your help on this. It increased overnight. It's not quite as high as I hoped for, but it's improved.

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

Hi @rob14 

 

I've just been testing your circuit to see your speeds and I can see that you are currently not in sync - your router is not syncing with the RDSLAM port. We need to check the functionality of your router before raising this to our suppliers to investigate. 

 

Can you please confirm if your router is showing any lights which are different to normal? 

Could you please also try to set your connection into the test socket and see if the service resumes - how to locate your test socket can be found here

 

Let us know how you get on with this and we can progress forward accordingly

 

Thanks, 

MoR 

rob14
Newbie
Posts: 6
Registered: ‎30-11-2018

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

I'd been abroad for a few days and the router had been turned off while I was away. It's now back on and the speeds are okay. Still not quite what I'd hope for, but okay.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

@rob14 Sorry to hear this,

The line is testing pretty much perfectly as shown below.

 

Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 80.0 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
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 Not Detected
Estimated Line Length In Metres 214.9
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-55M Downstream 6dB, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-11-27T16:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 54.9 Mbps 79.9 Mbps 57.6 Mbps
Up Stream Line Rate 9.9 Mbps 20.0 Mbps 11.0 Mbps
Up Time 0.0 Sec 900.0 Sec 509.7 Sec
Retrains 0.0 2.0 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 2018-12-10T15:45:28.477+00:00 2018-12-10T16:00:28.477+00:00
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

Can you advise what speeds you're currently seeing?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
rob14
Newbie
Posts: 6
Registered: ‎30-11-2018

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

Think Broadband's speed test has given me the following results. Am I being too greedy? I'm working directly upstairs from the router, wirelessly. It's a small, modern house. 

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: Plusnet Fibre to Fibre Extra - No speed change after a week

The speeds you're getting are what I'd expect over a wireless connection and to be honest also over a wired connection. You'd very rarely get exactly what your router is in sync at due to the way broadband works.

Are you able to run a speed over a wired connection to compare?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet