Unlimited Fibre Extra Guarenteed 39.8Mb but only getting 5.2Mb

[#1]

I wouldn't be too worried by the activation date shown by CodeLook - OpenReach records are slow to update so your cabinet could well have been live prior to this date. In fact, it must have been if you had an engineer round on the 10th.

Brian

[#2]

Hello there.

From testing your line it looks like we may need to arrange an engineer visit to further investigate.

Have you done any internal checks first to resolve this though?

We'd recommend plugging the router into the test socket

I'll update your ticket shortly.

[#3]

Hi Galdalf

Thanks for responding. I've just updated the ticket with the details requested.

The Hub One is currently connected to the rear most plate on the wall with the test socket as pictured. I restarted the hub and looked at the Helpdesk stats again but its not changed at all, still showing  Data rate: 1185 / 5583.

Would that change instantly if it was the house extensions causing an issue?

I appreciate the speedtest.net results would take a few days to change but I read that the sync speed is different to the actual speed. It's all quite confusing...

[#4]

I've now been told that despite the guarantee of 39.8Mb, apparently my line length (around 0.3 mile to physically walk to Cabinet 15) means 5.2Mb is probably the best FTTC speed I'll get here.

I'm guessing the wire must be traveling around town before it finally gets to this cabinet as I'm not told exactly how long it is. 

Is there a way to find out the length of the line, out of interest?

They've suggested sending an engineer but it seems a waste using a holiday from work when he/she won't likely be able to do anything

Still doesn't explain how the speed had dropped by half in the last few weeks, even before the upgrade. Guess more people connected to the cabinet?

Also, why on earth did the system allow me to upgrade to the more expensive package when they could never guarantee speed better than Fibre Unlimited package i was on in the first place.

Quite annoyed really..

[#5]

The only way to confirm for sure would be to arrange a engineer visit I'm afraid.

With regards to the speed dropping this could be down to crosstalk from other lines.

[#6]

Hi Matthew, thanks for the reply.

I've booked the engineer for 19th Sept so I'll see what he says and report back the findings.

I just recalled that when we had the Fibre installed, it actually knocked out the phone of one of our neighbours. BT worked on the fault for a few days and it turns out they had somehow mixed up the wiring, so we were on their line. Our phone was also not working but we hadn't realised as we don't have a phone plugged in anywere. 

[#7]

Keep us posted, fingers crossed they sort it out for you.

[#8]

As a comparison for you, my FTTC box is only 200 metres away, as the crow flies, but, the actual line is 800 metres, according to an experienced engineer that connected me.

Add to that my estate has aluminium telephone wires, as was the norm in the late 70's and 80's, and my download drops from 55Mbps at the cabinet to 24Mbps with me.

[#9]

@Kremmen  Something very wrong going on there, there should be no drop at the cab the ports should output the full 80Mb if not then it should be fixed.

I'm to on a Aluminium line at 500m the cab outputs the full 80Mb but once it gets to me I now only get 41Mb due to a combination of the crappy Ali line that's on it's last legs that openreach refuse to do anything about and crosstalk. I use to get 65Mb when I first joined plusnet 3 years ago.

[#10]

At the time of engineer installation I was only signed up for the 40/10 package so the info that the cab was pushing out circa 55 I thought was good.

[#11]

The engineer arrived on time and pretty much found the issue right away. Our FTTC line isn't connected directly to Cabinet 15 as per the information we have, it's actually connected to Cabinet 4 then "linked" through to Cabinet 15 with copper line before coming up to our house.

I'm guessing this is because we moved house in April 2017 and our last property WAS connected to Cabinet 4. This means the copper cable is over 2 miles long, even though Cabinet 15 is only 300 or  so metres from our house. We would never have had 39.8Mb minimum speed, although this must be estimated based on the information Plus.net have, so not their fault really.

The Openreach engineer said Plus.net would have to raise an order for the line to be removed from Cabinet 4 and fitted to the correct cabinet, which is Cabinet 15. The line checked out fine otherwise, so this would explain why we only get 5.2Mb when our neighbours get >30Mb (albeit on BT Infinity, not Plus.net).

[#12]

It looks like our suppliers are way ahead of us.

They have passed the fault report to their specialist team to cease and reprovide the service on to the correct cabinet. We'd expect this to happen within 5 working days and you may experience some loss of service as it completes.

[#13]

Thanks for the quick reply Gandalf. The Openreach engineer had me jot down the information to pass on to PN support but that's good that they've actually got the ball rolling internally.

Like I say, this is clearly an Openreach mistake, so nothing PN have got wrong. He confirmed we've always been on Fibre, just not from the cabinet that's nearest our house, thus the lower than expected speeds.

I'll hopefully have a positive reply to report back once the change has been made on their network.

[#14]

It's not looking too good at the moment.

I've provided an update to the ticket on your account.

[#15]

Oh ?

Ticket doesn't give any details, says on hold until tomorrow...

Internet actually seems to be a lot slower yesterday evening, couldn't even get iPlayer to work on the TV. Was hoping it was degraded whilst they were doing the work.