cancel
Showing results for 
Search instead for 
Did you mean: 

Slower FTTP speed after Openreach works

MKG
Hooked
Posts: 7
Registered: 13-04-2017

Slower FTTP speed after Openreach works

After local works by Openreach last week my FTTP profile seems to have been changed.
I appear to have been set to a 40/2 profile when I should be on an 80/20 profile

I raised a fault via faults.plus.net on Sunday
However, after some issues with Openreach I was told on Tuesday there is no fault on the line.

I assume a wrong profile does not show up as a line fault.
Can someone who understands FTTP check that my profile is correct and change it if it is not.

 

Thanks

Test results

BT Wholesale Broadband Performance Test

Broadband Speed Test Results
Download Speed (Mbps):  37.47
Upload Speed (Mbps):  1.32
Ping Latency (mS):  30.88

Further Diagnostics
1. Best Effort Test:    Download Speed :  37.47 Mbps
2. Upstream Test:    Upload Speed :  1.32 Mbps

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

 

The Plusnet High-speed Broadband page
https://portal.plus.net/my.html?action=data_transfer_speed

Displays the following

Estimated line speed:  There's no speed estimate currently held on your account.
Current line speed:  78 Mb

 

6 REPLIES
RealAleMadrid
Seasoned Pro
Posts: 684
Thanks: 253
Fixes: 11
Registered: 07-07-2009

Re: Slower FTTP speed after Openreach works

I wouldn't be surprised if first line support ran a test on your copper line ( if you have one). It would be better to post in the FTTP trials forum, the PlusNet reps in there know more about diagnosing FTTP problems. Yours does look like the profile has changed but how that can happen I don't know. 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 5,056
Thanks: 445
Fixes: 161
Registered: 01-01-2012

Re: Slower FTTP speed after Openreach works

It looks like you've been incorrectly placed on 40/2 for some reason.

I've placed a order to sort this but due to the coming bank holidays it won't complete until the 18th.

Apologies for any inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
MKG
Hooked
Posts: 7
Registered: 13-04-2017

Re: Slower FTTP speed after Openreach works

RealAleMadrid - Having experienced that exact misunderstanding in the past, I made sure to say that I was on FTTP at the start of the conversation with first line support.  They immediately said they could not help and they could not refer me to any specialist help. My only option was to log a problem via, faults.plus.net.  Which I did on Sunday.

On Monday I received a call from a CSC Analyst.  It seems that when Openreach are working they raise someting called a a PEW.  A PEW prevents Plusnet from testing the line.  However, after finishing the work on Friday the PEW was not closed and so my line could not be tested on Monday. The PEW was finally closed on Tuesday morning.  Plusnet were then able to test the line, this was when they said there was no fault on the line.  During the conversation on Monday I did mention the possibility of an issue with the profile.  Having scanned the forums I get the impression that there are very few people at Plusnet who really understand FTTP.

However, my OP seems to have been answered and it seems that Matthew has arranged for my profile to be corrected.

PeterPan
Grafter
Posts: 33
Thanks: 1
Registered: 09-08-2010

Re: Slower FTTP speed after Openreach works

Yes, there are very few at PN who understand FTTP.  Sad

When I had a wrong profile set recently (dropping my download speed from >70Mb/s to <2Mb/s, I called the normal support number and an "analyst" there said "Ooo! I've never seen a page like that on my display before" (or words to that effect.  I told him that I was on FTTP, but he still felt competent to deal with my fault (unfortunately).  He was very insistent that I should unplug my phone, so that he could test the line, despite me saying repeatedly that FTTP has NOTHING to do with the phone line.

Once I posted the issue on this forum (with a link to the open ticket) it was swiftly resolved (thanks to @HarryB )

If you are on the FTTP trial, you will almost certainly need to post here to get any issues resolved.

MKG
Hooked
Posts: 7
Registered: 13-04-2017

Re: Slower FTTP speed after Openreach works

Just tested and my speed is back to normal.

Thank you Matthew.

Plusnet Help Team
Plusnet Help Team
Posts: 5,056
Thanks: 445
Fixes: 161
Registered: 01-01-2012

Re: Slower FTTP speed after Openreach works

Glad to hear it's sorted!

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