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Upgrade to Fibre Extra, still on Standard Fibre speed

maranello
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Registered: 11-01-2008

Upgrade to Fibre Extra, still on Standard Fibre speed

Product Change apparently occurred 5:15 this morning, but BT speedtest at 6:30 showed upload of 8.37 and download of 52.07 Mbps. Plusnet line profile changed to 80Mbps.

I've got the Tg582 router and Openreach modem, so can't check the sync speed. do I need to reboot router to get the higher speeds?

My other car isn't a Ferrari
29 REPLIES
geek26
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Have you rebooted your router? What was the speed estimate for your fibre extra?

James

maranello
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Hi James, I was editing my post to ask if I needed to reboot router when you posted. I should have tried it to see if it made any difference, but not enough time before leaving home for work. Speed estimate was 58-77Mbps, was previously on 52/10 product and regularly topping out. BT test was for wired connection to laptop.

I won't be able to check if a reboot makes any difference until this evening,maybe a Plusnet staff member can check and reset my line remotely and confirm the change has occurred.

 

My other car isn't a Ferrari
maranello
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Have rebooted router and still getting ~51 download and 8.5 upload. Further Diagnostics confirms that upstream profile is 10Mbps, so clearly not getting Fibre Extra speeds.

Can someone from Plusnet please fix this as despite what I was told the changeover has not been fully actioned.

My other car isn't a Ferrari
geek26
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Sorry to hear this, it's possible that the IP Profile hasn't been updated on Plusnet system this happens quiet often I would advise you live chat them to make sure this happens either way someone from Plusnet should be in contact shortly when they read this thread.

James

Plusnet Staff
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Hello @maranello

 

I am sorry to hear you not getting your promised speed.

 

From testing your broadband I can see you are still provisioned on 55/10. When your service was upgraded, the automated system didn't place a modify order to upgrade your service automatically.

 

I have now placed the modify order which will complete the next working day I'm afraid. I would expect you to receive the increased speeds on Monday next week.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
maranello
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Thanks @Anoush

As I didn't get any response from Plusnet via this forum yesterday, this morning I used the Chat facility. I was told I was on the correct profile and that I should raise a speed fault. I only got as far as confirming contact details, I couldn't do the checks as I was at work. Should I close the fault ticket?

This raises the question as to why the official support mechanism could not determine that I was provisioned on 55/10 instead of 80/20, whereas you seem to have been able to confirm this very quickly. I'm very grateful for your help, but I think this issue should be fed back to the agent who I dealt with.

My other car isn't a Ferrari
Plusnet Staff
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

The adviser should have checked the line and the asset with suppliers. I've fed back.

 

Apologies this was not done, but yeah you can close the fault ticket you started.

 

Let me know if you have any problems come Monday.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
maranello
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

@Anoush


the automated system didn't place a modify order to upgrade your service automatically.

I have now placed the modify order which will complete the next working day I'm afraid. I would expect you to receive the increased speeds on Monday next week.

Thanks for the explanation, although I'm a bit surprised that PN automated systems don't work weekends Roll eyes

My other car isn't a Ferrari
Plusnet Staff
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Even automated systems need a break. Grin

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
rongtw
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

PN automated system ,,, seams to make rather a lot of mistakes Too Sad

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maranello
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

@Anoush

Re-provisioning onto 80/20 appears the have taken place. BT speedtest reports a somewhat disappointing 58.6Mbps (right on the lower value of the speed estimate) and 16Mbps on upload.

Are there any tweaks I could try to improve download speeds?

My other car isn't a Ferrari
geek26
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Would you please visit the dsl checker here what is the speed range for your line?

James 

maranello
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Re: Upgrade to Fibre Extra, still on Standard Fibre speed

High Low High Low        
VDSL Range A (Clean) 76.2 56.4 20 18.7 49.7 Available -- -- Yes --
VDSL Range B (Impacted) 68.3 43.3 20 11.2 35 Available -- -- Yes --

 

Plusnet estimate on sign-up was 58 - 77 Mbps

My other car isn't a Ferrari
Plusnet Staff
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Registered: 22-08-2015

Re: Upgrade to Fibre Extra, still on Standard Fibre speed

Yeah, it looks like you're on the bottom of the estimate:

 

xDSL Status Summary

     

Circuit Sync Status

: In Sync

Downstream Line Rate

: 62.0

Upstream Line Rate

: 20.0

 

We wouldn't be able to raise a fault report to our suppliers, as your sync speed is within the estimates.

 

However, you could try checks on your end by connecting your Openreach Modem into your test socket. As explained here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

 

I imagine you may have the pre-filtered faceplate of the NTE5 socket that an engineer installed for you. Whilst this already bypassing your internal wiring, by trying the test socket may increase the speed bypassing the faceplate.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support