Upgrade speed issue.

[#1]

I have renewed the contract and upgraded to Fibre Plus. The email has arrived and said all is complete and good to go..except it isn't. Here's a couple of screen shots, the first from the B Wholesale site...

And one from the Which speed test...

As you can see, they are not far apart, but very far from what I should be getting. Is there anything that needs a tweak?. Tests were done wired, I have changed the filter, and bought a new cable, nothing has worked.

Below is what I should be getting and I'm nowhere near it...

 

I'm not even close to the current line speed. Can this be looked at/sorted please? I'm not paying for Fibre Extra if I'm only getting approx 4 or 5 meg difference from the 38 connection.

Thank you. 

Just to add, There is only 1 socket in the house and all the usual tests have been done.

MODS. If this is in the wrong place, feel free to move it.

[#2]

Moderators Note

This topic has been moved from Broadband to Fibre 

[#3]

Hi @Pete11, I've tested the line which shows you are in sync at 52.4mb which is within the estimates.

How is the speed looking your side today? If it's still lower than expected, can you connect your router to the test socket (socket behind the faceplate of your master socket) and if there is still an issue, please raise a fault here and let us know once done so.

[#4]

Thanks for the response.

You asked how my speed was now, well this was taken at 11-50 today...

A long way from what it should be. Test was done wired. As for test socket, I have removed the faceplate from the only socket we have in the house...there is only 1 socket for the line, no test socket.

I had this same problem approx 12 months ago when trying to upgrade and a fault was found at the cabinet. I couldn't upgrade then. The engineer that called back then phoned PN and told them to put me back to 38/10. I would have thought that 12 months on, all would be sorted but obviously not. I don't know if this helps but using wifi my speed is 38.6 and 8.9 respectively.

[#5]

Thanks for getting back to us Pete, it would be best to report a fault with us next over at http://faults.plus.net please let us know when you have. - Adam 

[#6]

I have replied on the link provided and should any more details be required please ask.

Thanks.

Pete.

[#7]

Thanks I've checked the account but no fault has been opened, could you give that another try please? - Adam 

[#8]

I have replied and it's here for some reason...right at the bottom together with a screen shot.

https://www.plus.net/wizard/?p=view_question&id=185453075

[#9]

Hi @Pete11,

Thank you for updating the ticket on your account. I have reviewed your response this evening and sent a reply via the ticket which can be viewed here.

Once you've been able to respond to the ticket, please let us know so that we can pick this back up again as soon as possible.

[#10]

I have responded to the ticket, together with a speed test screen grab. I have checked and double checked all connections etc. and can't find any fault at my address. Here's a speed test result...

Not very good for fibre extra is it?

[#11]

Thanks Pete.

I can one of our fault agents is currently working the fault ticket on your account and he'll update you shortly.

[#12]

To update this.

At around 8.40 this morning, the router rebooted itself (unless it was from PN's side). The speed has increased and I'm now getting speeds of 54/15. A big improvement. 

I haven't clicked the 'Fix' button because I don't know what caused the router to reboot but if it was from PN's side of things then it worked.

Can you please cancel the engineers visit due on 27th as speeds seem to be stable.

Thank You.

[#13]

Glad to hear that the issue appears to be fixed.

I've cancelled the visit as per your request and passed the ticket back to yourself

Let us know if there's anything else we can help with

[#14]

Thank you for reply and if any issues arise I'll be in touch.