Unlimited Fibre Extra Speed
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Unlimited Fibre Extra Speed
24-06-2019 7:52 PM
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Can someone from customer support please raise a ticket as I can't get anyone on your online chat.
Many thanks
Neil
Re: Unlimited Fibre Extra Speed
24-06-2019 9:00 PM
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Hi Neil.
Our tests aren't showing a definitive cause for the drop in speed, but we can definitely see it.
Can you try connecting your router into the test socket as explained Here and if you don't see an increase, I'd then recommend raising a fault to us at http://faults.plus.net
Let us know how it goes or if you raise a fault and we'll make sure it's picked up as soon as possible.
Re: Unlimited Fibre Extra Speed
25-06-2019 6:39 PM
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Cheers
Neil
Re: Unlimited Fibre Extra Speed
25-06-2019 8:00 PM
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Thanks for your post @Nelstro.
On further investigation, we can see that the line is currently 'banded' to 40mbps with no fault located and no further information as to why this is. For your information I have posted the test result below, omitting any account specific information:
GEA Test Detail | |||
Circuit ID |
<REDACTED> |
Service ID | <REDACTED> |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
Description | GEA service test completed and no fault found . | ||||
Main Fault Location | OK | ||||
Sync Status | In Sync | ||||
Downstream Speed | 33.5 Mbps | ||||
Upstream Speed | 7.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 768.9 | ||||
Upstream Rate Assessment | Reasonable | ||||
Downstream Rate Assessment | Reasonable | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-40M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2019-06-12T19:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 34.9 Mbps | 39.9 Mbps | 37.5 Mbps |
Up Stream Line Rate | 6.8 Mbps | 7.1 Mbps | 7.0 Mbps |
Up Time | 0.0 Sec | 900.0 Sec | 891.9 Sec |
Retrains | 0.0 | 1.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-06-25T17:53:18Z | 2019-06-25T18:08:18Z |
Ingress Code Violation | 7 | 7 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Due to this, I've raised the issue to our suppliers and we now await their update. As soon as we receive it, we'll update you directly.
You'll shortly receive notification that we've opened a ticket on your account - no action is required by you at this time.
Please accept our sincere apologies for the inconvenience caused.
Re: Unlimited Fibre Extra Speed
25-06-2019 8:55 PM
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Thanks for passing along the info and attending to my request, much appreciated. I will update this post with the hopefully positive outcome.
Many thanks
Neil
Re: Unlimited Fibre Extra Speed
25-06-2019 9:19 PM
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Thanks for getting back to us @Nelstro.
We've just sent you a further update with the next steps.
If you can post back here once you've responded we'll get that picked up for you.
Re: Unlimited Fibre Extra Speed
09-07-2019 7:33 AM
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I have responded to the ticket on my account asking why there is a need for an engineer visit when the test comes back as no faults listed and my profile is set to 40Mb, I am reluctant to accept the conditions of paying the £65 engineer fee if the problem is with the router, nothing has changed regarding the internal wiring and the speed is that shown in the router sync speeds.
I have suggested that you could perhaps attach the correct profile to my line before we go down the road of arranging access to the premises, this is very inconvenient for me due to work circumstances.
Please respond.
Many thanks
Neil
Re: Unlimited Fibre Extra Speed
09-07-2019 11:56 AM
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Hi Neil, I've just sent through a response to the fault ticket on your account: https://www.plus.net/wizard/?p=view_question&id=191520386
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