Upgrade hasn't happened

[#1]

Received the modem last week and the email saying my product change was complete this morning but I'm still on ADSL.

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ82107111
3. Firmware version: Software version 4.7.5.1.83.8.259 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 3 days, 15:10:20
6. Data rate: 1092 / 3071
7. Maximum data rate: 1080 / 3564
8. Noise margin: 5.8 / 7.1
9. Line attenuation: 23.9 / 42.6
10. Signal attenuation: 24.1 / 42.1
11. Data sent/received: 963.4 MB / 14.5 GB
12. Broadband username: mininut@f9.co.uk
13. 2.4 GHz Wireless network/SSID: ****
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 300 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: a8:9a:93:06:aa:1a
23. VPI/VCI: 0 / 38
24. Modulation: G.992.3 Annex A
25. Latency type: Interleaved
26. Software variant: AA
27. Boot loader: 1.0.0

[#2]

Welcome to the forum.

The emails go out on the day of the upgrade but it can take up until midnight for the new service to become live. Try again later or wait untl tomorrow.

[#3]

Openworld phoned at 3 yesterday and did what I thought was the work.

15:48:23, 18 Sep.	(336084.000000) WAN operating mode is VDSL
15:48:23, 18 Sep.	(336084.000000) Last WAN operating mode was ADSL

However it's still running with ADSL2 modulation

23. Modulation:

G.993.2 Annex B

And the data rate isn't noticeably better

6. Data rate:	1269 / 3941
7. Maximum data rate:	1269 / 4044

[#4]

You have been upgraded  G993.2 is VDSL2    (ADSL2 is G992.3)

Your connection speeds don't look too good, do you know how far away your FTTC cabinet is? What speed estimates did PlusNet give you?

Try your phone number in this checker … https://www.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

[#5]

No, VDSL2 is 993.2 and ADSL is 992.3

It's possibly either BT or Plusnet have failed to update your profile you're not on a fixed IP address are you?

[#6]

Yes I'm on a static IP.

[#7]

I don't think the static IP is the main issue here. The modem sync speeds are very low, what about the distance to the cabinet and the speed estimates?

[#8]

Hi @PhilTheGeek

There certainly seems to be something amiss, as your are Syncing at roughly 4Mbps which is below the MGALS of 10Mbps our supplier has provided for this line. 

Your IP profile is showing as up to 40Mbps,and your modify order has completed - therefore there is no "process" reason why the speeds should be that low, as far as I can see.

I'm afraid we are going to have to do some diagnostic checks with you.

Initially, could I please ask you to connect to your Test Socket via a microfilter and run a wired speed test for us? A guide on how to locate your test socket can be found here. 

Once you've done this, give us a shout and we can retest your circuit and then proceed accordingly. 

Thanks,

MoR

[#9]

@MasterOfReality Still not achieving the MGALS but noticeably better:

6. Data rate:	1165 / 7919
7. Maximum data rate:	1165 / 8355
8. Noise margin:	6.3 / 6.9

[#10]

Thanks for confirming that, @PhilTheGeek

If the speed still isn't up to scratch I'd recommend raising a fault here so that we can pick this up and ask our suppliers to investigate this on your behalf.

Let us know when you've raised the ticket and we'll get that sorted for you.

Best wishes,

Dave