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Unsure on Fibre Connection Status

FIXED
Felside1
Dabbler
Posts: 12
Registered: ‎08-03-2013

Unsure on Fibre Connection Status

Just moved from adsl to fibre (40/2) with PlusNet, I got an email 01:30 on 24th May saying the order was complete.  I wasn't sure whether this meant the fibre connection was live yet, so I checked the router stats and I'm not sure how to read it, but I think the upload sync speed shows that it's live at fibre level speeds, but the download sync speed seems at adsl levels.

 

I reset the router 30 minutes ago and tried a different micro filter, but no difference.

Is there a way to tell if the service has gone live from the stats below?

Hub > Troubleshooting > Helpdesk

1. Product name: Plusnet Hub
2. Serial number: removed
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, 00:31:54
6. Data rate: 448 / 11513
7. Maximum data rate: 20895 / 11604
8. Noise margin: 23.2 / 3.3
9. Line attenuation: 18.6 / 39.7
10. Signal attenuation: 18.6 / 38.3
11. Data sent/received: 0.2 MB / 0.8 MB
12. Broadband username: removed
13. 2.4 GHz Wireless network/SSID: removed
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: removed
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: removed
23. VPI/VCI: 0 / 38
24. Modulation: G.992.5 Annex A
25. Latency type: Interleaved
26. Software variant: AA
27. Boot loader: 1.0.0

Member Centre > Data Transfer Speed

Telephone number:

0161928xxxx

Phone exchange:

ALTRINCHAM

Estimated line speed:

40Mb (This may vary between 76Mb and 80Mb) - Checked on 2016-05-17 14:48:30

Current line speed:

10.1 Mb

6 REPLIES
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Unsure on Fibre Connection Status

Fix

Hi there, you are still on ADSL2+ unfortunately. Line 6 of the stats is your sync speeds (in kbps) you can ignore the max figures (line 7) - it's the modem's estimate based on current sync speeds and SNRMs - never that accurate and certainly not so on any ADSL!
Lines 23 & 24 clearly indicate a normal ADSL2+ VP and modulation.

I'd guess there's been some sort of hitch with the order isn't straight forward, I would get on Chat or Phone to get them to take a look at what's happen. If you have no success, post again and hopeful;ly one of the Help team will pick it up tomorrow.

Edit: just a thought, was your phone service previously with Plusnet, that email could be the phone service moving to Plusnet - that usually happens at that sort of time of the morning. The Fibre will no doubt follow. Check you tickets at https://www.plus.net/my.html?action=questions&?helpheader=questions

loony
Grafter
Posts: 184
Thanks: 1
Registered: ‎24-08-2007

Re: Unsure on Fibre Connection Status

you can also look at troubleshooting> event log>category Wan>at the top it tells you the operating mode

Felside1
Dabbler
Posts: 12
Registered: ‎08-03-2013

Re: Unsure on Fibre Connection Status

Thanks for the quick replies.  As anticipated, the order was also to move phone line over to PlusNet from BT.

Confirmation of ADSL via the human readable WAN event log:

19:24:26, 26 May. ( 1049.300000) WAN operating mode is ADSL

I've checked the ticket and the date for service go live is actually on there as 31st May with an internal note for the PlusNet team to place the phone line move order on or after that date.

Not sure what the mail I got on the 24th was about then (below), got me all excited for nothing!

Thanks again. 

------------------------------------------------------------

Your broadband product change is now complete

Here's what you need to know

Hello xxx,

Account username: xxx

Your product change is now complete, here are the details:

Broadband product Unlimited Fibre
Estimated speed 38Mbps to 40Mbps

This estimate is based on data provided by our supplier. Your actual speed will vary but should be within the estimated range - find out why your speed can vary
Username xxx
Use this userna......

 

etc...

loony
Grafter
Posts: 184
Thanks: 1
Registered: ‎24-08-2007

Re: Unsure on Fibre Connection Status

I had a similar email on Monday and too got excited, hopefully it will be tomorrow for me. good luck.

Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Unsure on Fibre Connection Status

I would still Chat or Phone or get someone here to check, as you may start being billed incorrectly from the 24th, unfortunately bugs like this crop up from time to time, and they will need to credit you if that does happen.

Felside1
Dabbler
Posts: 12
Registered: ‎08-03-2013

Re: Unsure on Fibre Connection Status

So my FTTC arrived this morning around 8:30 according to the event log, checking in early evening when I got home I had download speeds the same as before, a quick chat with PlusNet chat help had my profile updated and now working fine.

The profile not getting updated automatically makes me think that my order must have progressed in an odd way, I've been back through all the communications and when I placed the order I originally had an estimated date of 24th May, then early on that was changed to 31st, so looks like something caused the scheduling of all the bits to get out of sync.

I'll check the billing dates match up as well.

Just for completeness some stats from my 40/2 service as of now (on wifi as my only device with a network port is a raspberry pi!).

BT Wholesale Test

Download speed achieved during the test was - 36.38 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-38.71 Mbps .
Additional Information: IP Profile for your line is - 38.71 Mbps

 

 

Upload speed achieved during the test was - 1.72Mbps
Additional Information: Upstream Rate IP profile on your line is - 2 Mbps

PlusNet Profile

Telephone number: 0161928xxx

Phone exchange: ALTRINCHAM

Estimated line speed: 40Mb (This may vary between 76Mb and 80Mb) - Checked on 2016-05-17 14:48:30

Current line speed: 37 Mb

Hub One Helpdesk Stats

6. Data rate: 1999 / 39993
7. Maximum data rate: 32970 / 88118
8. Noise margin: 31.0 / 20.0
9. Line attenuation: 8.8 / 10.3
10. Signal attenuation: 8.8 / 10.3