Speed not increased after switch to fibre
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Speed not increased after switch to fibre
Speed not increased after switch to fibre
13-07-2016 1:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
My line was upgraded to fibre yesterday. I got the email first thing in the morning yesterday. Unfortunately when I checked yesterday evening (and also this morning) it's still at the same speed (about 5mbps) as it was before the fibre upgrade. I asked why on a support ticket but I got a response saying that my line speeds can vary over the first 10 days and that I should only try and troubleshoot it after 10 days. I tried a router reboot but it made no difference.
Does it really take up to 10 days for the line speed to increase? I was expecting it to happen immediately (with perhaps some minor fluctuations over the 10 days).
If I go to https://portal.plus.net/my.html?action=data_transfer_speed it says my current line speed is 4.9Mb and my estimated line speed is 40Mb. I have a new Hub One.
Re: Speed not increased after switch to fibre
13-07-2016 2:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Speed not increased after switch to fibre
13-07-2016 2:10 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Speed not increased after switch to fibre
13-07-2016 2:46 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Looks like my colleague has picked this up for you. Let me know if there's anything else we can do.
Re: Speed not increased after switch to fibre
13-07-2016 8:22 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for changing that. I've restarted the router but unfortunately the connection speed still hasn't budged.
I've included the information from the router below.
1. Product name: | Plusnet Hub |
2. Serial number: | |
3. Firmware version: | Software version 4.7.5.1.83.8.217.1.1 Last updated Unknown |
4. Board version: | Plusnet Hub One |
5. DSL uptime: | 0 days, 01:20:50 |
6. Data rate: | 776 / 5684 |
7. Maximum data rate: | 19558 / 5716 |
8. Noise margin: | 6.7 / 6.1 |
9. Line attenuation: | 29.0 / 51.9 |
10. Signal attenuation: | 29.0 / 49.1 |
11. Data sent/received: | 0.2 MB / 0.1 MB |
12. Broadband username: | |
13. 2.4 GHz Wireless network/SSID: | |
14. 2.4 GHz Wireless connections: | Enabled (802.11 b/g/n (up to 144 Mb/s)) |
15. 2.4 GHz Wireless security: | WPA2 |
16. 2.4 GHz Wireless channel: | Automatic (Smart Wireless) |
17. 5 GHz Wireless network/SSID: | |
18. 5 GHz Wireless connections: | Enabled (802.11 a/n/ac (up to 1300 Mb/s)) |
19. 5 GHz Wireless security: | WPA2 |
20. 5 GHz Wireless channel: | Automatic (Smart Wireless) |
21. Firewall: | Default |
22. MAC Address: | |
23. VPI/VCI: | 0 / 38 |
24. Modulation: | G.992.5 Annex A |
25. Latency type: | Fast |
26. Software variant: | AA |
27. Boot loader: | 1.0.0 |
Re: Speed not increased after switch to fibre
13-07-2016 8:43 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
something amiss
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Speed not increased after switch to fibre
13-07-2016 8:48 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If you can run through the broadband trouble shooter linked by dvorak I'll be happy to investigate the issue tomorrow for you.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Speed not increased after switch to fibre
13-07-2016 9:40 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks, done.
I couldn't check for noise on my phone line as I don't have a phone! So I just answered as OK to proceed. If you think it's important then I can borrow a phone to try it, but I'm assuming the problem is something to do with the fibre upgrade gone wrong, not to do with the phone line itself.
For the speed tests I've run it 3 times and each time get 4.89 download.
I've also tried running the diagnostics, see attached screenshot. It shows "Max Achievable Speed" as 7.15 which is clearly wrong as it should be around 40.
Re: Speed not increased after switch to fibre
14-07-2016 10:37 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for getting back to us. I'm having difficulty in finding your account. Please can you PM me your username?
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Speed not increased after switch to fibre
14-07-2016 3:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@jon Having tested your line I can see that your fibre upgrade is not yet complete. Our suppliers pushed this back to 18/07/2016 due to engineer availability in your area. I'm sorry about this and I apologise that my colleagues didn't see this earlier.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Speed not increased after switch to fibre
18-07-2016 3:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for looking into this. Do you know whether the engineer has indeed connected my line today? I've not received any messages about it. My line speed is still showing as 4.9 but I've not been home to check the router yet.
Re: Speed not increased after switch to fibre
18-07-2016 4:02 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The upgrade can happen at any point up to midnight. I can't confirm at the moment as I'm not in the office. If my colleagues don't get to pick this up today I'll look over things first thing tomorrow morning for you.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Speed not increased after switch to fibre
19-07-2016 9:20 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for your help, I can confirm that it is now working!
Is there anything you can do to ensure that in future customers are notified when an activation is delayed to avoid this confusion? Also is there anything you can do to make other staff more aware of situations like this; the original response I got in ticket #128931464 incorrectly said fibre had gone live and that I shouldn't raise a speed fault for 10 days. I didn't belive this, hence I posted on this forum but less savy users wouldn't have known to do this.
Re: Speed not increased after switch to fibre
19-07-2016 9:46 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Speed not increased after switch to fibre
19-07-2016 9:50 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Awesome, I'm happy that your fibre is now online. In regards to your response you received on Ticket 128931464, this was down to agent error. I can only apologise and pass on feed back for you.
If this post resolved your issue, please click the 'This fixed my problem' button
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Speed not increased after switch to fibre