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Poor speed again.

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Plusnet Help Team
Plusnet Help Team
Posts: 1,506
Thanks: 144
Fixes: 65
Registered: ‎06-08-2018

Re: Poor speed again.

Hey @feet,

 

I've updated the ongoing faults ticket for you with an update on what the next step is.

 

Thanks.

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


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Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Engineer also said line is only happy supporting max 30mb, NOT the fibre extra speeds.  

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Plusnet Help Team
Plusnet Help Team
Posts: 16,846
Thanks: 5,151
Fixes: 866
Registered: ‎21-04-2017

Re: Poor speed again.

Thanks for the additional information @feet 

Engineer notes we've received simply advise that there's a possible issue with your router and testing your line is showing your speeds to be artificially restricted at a speed of 35mbps by the dynamic line management(DLM) at the exchange.

I'm surprised that the engineer didn't arrange for your line to be reset to be honest and I'm sorry that we didn't pick up on this before the engineer visit. I've added your connection details onto the DLM reset tracker to remove this restriction.

Unfortunately due to the weekend this won't get submitted to our suppliers until Monday Afternoon and should go through by the close of play on Wednesday. 

If you don't get improved speeds following the reset going through then I'd recommend we arrange another engineer escalating this with our suppliers because I can see you've had higher speeds than in the past.

I'm taking this on personally moving forward which means I'll follow things up with you next week.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Hi,

The engineer went away with the intention to do a "lift and shift", but when he came back said he was unable to do it, as the "system" was down.

He also said there'd been issues between the cabinet and the exchange.

 

Feet

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Plusnet Help Team
Plusnet Help Team
Posts: 16,846
Thanks: 5,151
Fixes: 866
Registered: ‎21-04-2017

Re: Poor speed again.

Thanks again for the additional information @feet 

As there aren't any engineer notes about this and the fault is showing as closed in the Openreach system, if the DLM reset we're submitting doesn't resolve this, based on the expectations of your line and what you've said I think it'd be good idea to go for another engineer visit, but we'll cross that bridge if we come to it.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

New router/hub connected now.

 

Regards

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Plusnet Help Team
Plusnet Help Team
Posts: 16,846
Thanks: 5,151
Fixes: 866
Registered: ‎21-04-2017

Re: Poor speed again.

Thanks for the update @feet

Fingers crossed the DLM will be reset soon

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Still no connection speed increase?  What is going on, if anything?

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Plusnet Help Team
Plusnet Help Team
Posts: 16,846
Thanks: 5,151
Fixes: 866
Registered: ‎21-04-2017

Re: Poor speed again.

Thanks for getting back to us @feet 

I added a reply to your support ticket 196744598 on Monday asking for your availability for an engineer to visit to investigate this further because our attempts to remotely remove the banding aren't working.

Can you reply to the ticket or the text we've sent?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Any afternoon this week.
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Plusnet Help Team
Plusnet Help Team
Posts: 16,846
Thanks: 5,151
Fixes: 866
Registered: ‎21-04-2017

Re: Poor speed again.

Thanks for getting back to us @feet 

Can you reply to the ticket or the text?

I'm afraid we can't book an engineer directly from a request via our community forums

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Replied to ticket.  Sorry texts arrive here in batches, live in a  more or less not spot.

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Plusnet Help Team
Plusnet Help Team
Posts: 16,846
Thanks: 5,151
Fixes: 866
Registered: ‎21-04-2017

Re: Poor speed again.

No problem, I'll reply to your ticket shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Engineer has been, left message on ticket.
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Plusnet Help Team
Plusnet Help Team
Posts: 16,846
Thanks: 5,151
Fixes: 866
Registered: ‎21-04-2017

Re: Poor speed again.

Thanks, I'll respond shortly

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