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Plusnet Fibre to Fibre Extra - No speed change yet

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Lionheart
Newbie
Posts: 4
Thanks: 2
Registered: ‎05-06-2018

Plusnet Fibre to Fibre Extra - No speed change yet

I'm just wondering when I should notice a speed increase from Fibre (38Mbps) to Fibre Extra (76Mbps).

 

 

I received an email a couple of hours ago to tell me that my upgrade is now compete. The PlusNet website shows my Actual Line Speed at 80mbps. However I am still receiving the 38 Mbps limit on any Speedtest. Router rebooted as well just in case.

Just checking this is normal and I just need to be patient Smiley 

48 REPLIES
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Plusnet Fibre to Fibre Extra - No speed change yet

Fix

Hi there. From what I can see it doesn't look like our system had placed the upgrade order with our suppliers.

 

I've just done that now and you should see an improvement to your speeds tomorrow.

 

Apologies for any inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Lionheart
Newbie
Posts: 4
Thanks: 2
Registered: ‎05-06-2018

Re: Plusnet Fibre to Fibre Extra - No speed change yet

The speed has now increased since circa 1am this morning - thank you.

 

I'm seeing a variation between 54Mbps and 56Mbps on the speedtests.

 

Could you run a line test and let me know what my router is currently actually receiving as visible from your end and whether it's below the ?60.4Mbps quoted as the minimum speed for the line. Again, If I'm being premature & should wait longer before doing anything, do let me know!

 

Thanks so much Smiley

Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Plusnet Fibre to Fibre Extra - No speed change yet

I've attached a test of your line 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 59.8 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
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 358.2
Upstream Rate Assessment Very Good
Downstream Rate Assessment Reasonable
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-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-05-24T18:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 39.9 Mbps 59.8 Mbps 40.9 Mbps
Up Stream Line Rate 9.9 Mbps 19.9 Mbps 10.5 Mbps
Up Time 778.0 Sec 900.0 Sec 899.3 Sec
Retrains 0.0 3.0 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 2018-06-06T17:00:02Z 2018-06-06T17:15:02Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

With regards to the speeds they are slightly below the estimate

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Lionheart
Newbie
Posts: 4
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Registered: ‎05-06-2018

Re: Plusnet Fibre to Fibre Extra - No speed change yet

Ok thanks for that. Appreciate the helpfulness of the forum staff !

 

I'm happy enough with the service for now Smiley

 

It certainly is an improvement on the 10Mbps I've received for the last few years Cheesy

nathanrdedman
Dabbler
Posts: 11
Registered: ‎29-08-2018

Re: Plusnet Fibre to Fibre Extra - No speed change yet

I underwent an upgrade to Fibre extra (4am 28th) and currently me speed has not changed. Despite my account details and dslchecker.bt.com showing a maximum rate of 39Mb/s, I'm still not getting the guaranteed minimum of 25Mb/s.

 

 

Apart from numerous reboots - is there anything else I need to do my end?

 

 

 

 

Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Plusnet Fibre to Fibre Extra - No speed change yet

@nathanredman Sorry to hear your speeds aren't as expected.

Our tests aren't showing any cause for this but the speeds are below the estimates for your line

I can see you started raising a fault but didn't complete it. If you head here and finish raising it we can investigate further

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
nathanrdedman
Dabbler
Posts: 11
Registered: ‎29-08-2018

Re: Plusnet Fibre to Fibre Extra - No speed change yet

I've finished raising the fault.

 

Currently dl-ing @ 22Mps - quite a way off Sad

 

Fingers crossed this gets rectified soon! Smiley

 

Nathan

 

nathanrdedman
Dabbler
Posts: 11
Registered: ‎29-08-2018

Re: Plusnet Fibre to Fibre Extra - No speed change yet

Screen Shot 2018-08-30 at 11.03.06.png

Speeds for today

RealAleMadrid
Aspiring Champion
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Re: Plusnet Fibre to Fibre Extra - No speed change yet

I would say your line has been banded by DLM to a fixed speed of 22.4Mbps, are you really on fibre extra, I don't think you will get above 40Mbps so you should only have been able to order the 40/10 product. How far away is your FTTC cabinet?

First thing to do is ask PlusNet to do a DLM reset and see what that does for your speed.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎07-12-2017

Re: Plusnet Fibre to Fibre Extra - No speed change yet

Thanks @nathanredman. It looks like the profile is incorrect and your speed is syncing at 21.4mb/s which is lower than your Minimum Guaranteed. I have raised this to our suppliers so I will get back to you once I get an update. 

 

We might need an engineer to attend the property so I would advise connecting your router to the test socket and leaving it there for the time being. 

 

I have also created a ticket on the account with regards to your package, you can view this here.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
nathanrdedman
Dabbler
Posts: 11
Registered: ‎29-08-2018

Re: Plusnet Fibre to Fibre Extra - No speed change yet

 

From https://www.dslchecker.bt.com/adsl/adslchecker.TelephoneNumberOutput

 

Screen Shot 2018-08-30 at 11.35.48.png

 

When my service first switched over to Plusnet, I received speeds in the ~35Mb/s

RealAleMadrid
Aspiring Champion
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Re: Plusnet Fibre to Fibre Extra - No speed change yet

@LaurenB Perhaps you didn't see my post above, the line is banded at 22.4 Mbps, as a first step you can request a DLM reset to remove the banding without having to resort to the inconvenience of an engineer visit.

Plusnet Help Team
Plusnet Help Team
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Re: Plusnet Fibre to Fibre Extra - No speed change yet

Hi @RealAleMadrid sorry I didn't see your response before I posted. The line is banded at 25mb/s and he is in sync lower than this, therefore it's not the banding that's causing the speed issue. So is likely we will need an engineer.

 

est 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 21.4 Mbps
Upstream Speed 5.7 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 955.1
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Low
Interference Pattern Regular Interference Observed on Week Days
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 08:15 to 08:30
Interference Location Customer Premise
Interference Observed In Days 4
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-25M Downstream, Retransmission High - 0.128M-6M Upstream, Retransmission High
Time Stamp 2018-08-17T11:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 22.3 Mbps 24.9 Mbps 24.5 Mbps
Up Stream Line Rate 6.0 Mbps 6.0 Mbps 6.0 Mbps
Up Time 802.0 Sec 900.0 Sec 899.1 Sec
Retrains 0.0 4.0 0.0
If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Plusnet Help Team
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Registered: ‎07-12-2017

Re: Plusnet Fibre to Fibre Extra - No speed change yet

@nathanredman, looks like we are gonna have to book an engineer visit. 

 

I'll update your fault ticket if you can please reply here. Let us know once you have done so and we will get this picked up.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team