Unable to contact Support

[#1]

Hi

Over a week ago I upgraded my Broadband to Fiber Plus.

However I am not seeing much increase in my Speed.

I have tried calling your helpdesk but I am unable to talk with anyone. This is a joke.

I need to talk with someone about my Broadband, can someone please respond?

Waiting

Alan

[#2]

@AlanBotelle  Welcome to the forum.

Double posting causes confusion and does not help.

How are you measuring your speed? To check the speed to your router you must use a wired Ethernet connection between your router and a computer.

What speed are you getting? What speed is reported as achievable if you put your phone number in here?  https://my.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

[#3]

Sorry, For some reason it put my first post in ADSL not Fiber.

I am measuring my speed by going to http://www.mybroadbandspeed.co.uk/speedtester/ from a link on your website.

I have unpluged all other items from my router, and just plugged in the pc directly to the router using Ethernet.

I was getting 25mb/s when on Std Fiber, I am now getting 32mb/s on Fiber Extra.

Achievable BroadbandSpeed.jpg (File Attached as I have no idea what they mean)

Alan

[#4]

@AlanBotelle 

Your speed should have been around 38 Mbps before you upgraded, now it should be over 65 Mbps so you have a problem that was there before the upgrade.

The first thing to try is testing from your Test socket. To access this take the front off your BT Master socket, you may need to remove two screws, newer types just clip off. In behind you will find the test socket.

First plug a wired phone in here, ring 17070 then option 2, the quiet line test. If there’s any background noise then report a phone, not broadband fault. If that’s OK then plug your filter into the Test socket and connect your router. Now repeat your speed test over an Ethernet cable.

For the record it is not my website, I am another customer like you trying to help out.

Let us know how you get on.

[#5]

Hi

I have done the Quiet line test. Either with or without the filter connected it seem quiet.

And my Internet speed has not increased after the Hub reboot It only reached 32mb/s

Alan

[#6]

This morning I am down to 20mb/s.

Can someone form support please help?

[#7]

@AlanBotelle 

One of the first things that 'support' will probably ask is that you try checking from the test socket, as I suggested yesterday. Did you try it? This might show that the problem is in your property and others can help without tying up Plusnet's depleted resources. Alternatively If you post the results here it will help if/when a Plusnet staffer comes along.

[#8]

@Baldrick1 

If you read my post further Up. It clearly states:-

"I have done the Quiet line test. Either with or without the filter connected it seem quiet."

Please can I have someone from support Help!

[#9]

@AlanBotelle 

If you read to the end of the earlier post it goes on to say plug a filter into the test socket and connect your hub to this. There would have been a separate filter in the box with the hub.

This eliminates the possibllity of the fault being caused by your internal wiring if you have any or the filtered faceplate. I note that this is the latest type. There are reports that some of these can give problems.

[#10]

I do not have any Separate filters. Never supplied with any.

[#11]

Just as an FYI.

I have the router plugged into this wall socket.

I have removed all other devices from the Router.

I have tried Direct cable to the router (Ethernet).

So it cannot be anything to do with internal wiring.

[#12]

Hello @AlanBotelle,

Thanks for reaching out to us here. 

I am truly sorry for the time you have had to wait on the phone when trying to reach us. With recent events, the volumes of our call queues have increased significantly due to the large people self isolating and requiring services with the broadband and line rental as they are working from home etc. 

On testing your service this afternoon there appears to be no faults detected but I have found you are not correctly provisioned for Fibre extra. I have created a ticket on the account with further information for you here. 

Thanks. 

[#13]

Thank you for getting back to me.

I understand the issues with the current situation, it is just a shame I have to post on a public website for help.

As it is currently with BT, I'll wait for them to respond.

Thanks Alan

[#14]

Hey @AlanBotelle,

Thanks for your reply.

I've now updated the ongoing ticket for you, you can view it via the link I previously provided. 

Thanks!