Plusnet Fibre to Fibre Extra - No speed change after a week
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Plusnet Fibre to Fibre Extra - No speed change after a week
29-11-2018 8:58 PM
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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.
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
29-11-2018 9:38 PM
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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?
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
30-11-2018 3:32 PM
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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.
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
30-11-2018 3:49 PM
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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
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
30-11-2018 5:35 PM
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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.
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
01-12-2018 12:30 PM
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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.
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
01-12-2018 12:36 PM
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Rob
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
02-12-2018 10:43 AM
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Re: Plusnet Fibre to Fibre Extra - No speed change after a week
04-12-2018 11:39 AM
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Thanks for your help on this. It increased overnight. It's not quite as high as I hoped for, but it's improved.
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
05-12-2018 11:16 AM
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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
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
10-12-2018 10:08 AM
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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.
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
10-12-2018 4:25 PM - edited 10-12-2018 4:26 PM
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@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?
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
10-12-2018 4:43 PM
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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.
Re: Plusnet Fibre to Fibre Extra - No speed change after a week
10-12-2018 6:25 PM
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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?
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