Upgrade to fibre from ADSL
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Upgrade to fibre from ADSL
12-12-2016 1:52 PM
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Good Afternoon,
I have last week upgraded to fibre connection from ADSL.
I do live a long way from an exchange but i seem to be getting a very slow speed for upload and download considering its fibre.
Upload of around 0.5 M and download of around 3-4 M. I was under the impression that the download was to be between 8-14M.
Is there something that can be looked at?
Re: Upgrade to fibre from ADSL
12-12-2016 2:10 PM
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Have you actually been upgraded OR have you just received the 'your product change is complete' email ?
If the latter then there's a pretty good chance that the actual upgrade hasn't happened yet and you're still on ADSL
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Upgrade to fibre from ADSL
12-12-2016 2:15 PM
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No i did question that!
My ADSL service was around 1 meg download and 0.75 up.
My service stopped working and i had to change the router on Friday morning just gone.
Re: Upgrade to fibre from ADSL
12-12-2016 2:22 PM
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Have a look here @coachyard.
That will show the speeds you can expect and also may show when your fibre will go live if there is details of an open order in the narrative.
Re: Upgrade to fibre from ADSL
12-12-2016 2:48 PM
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There is no open order as it has been completed.
The speeds dont match what I am receiving.
Re: Upgrade to fibre from ADSL
12-12-2016 2:54 PM - edited 12-12-2016 2:54 PM
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In that case you probably need to go through the broadband faults process https://www.plus.net/apps/kbdfaults
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Upgrade to fibre from ADSL
12-12-2016 2:57 PM
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OK i will do that. Thanks.
Re: Upgrade to fibre from ADSL
12-12-2016 4:35 PM
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Hi,
I have just tested your line and I have found a phone fault on the copper line.
Your fault has now been raised with Openreach for further investigation. They have advised the estimated time for resolution is <b>Wednesday, the 14th of December 2016</b>
You can monitor this online on ticket 139932884
Re: Upgrade to fibre from ADSL
16-12-2016 10:41 AM
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Hello,
The phone line has been repaired and I now get a dial tone.
The Broadband speed hasn't improved though, i cycled the power to the router but with no change.
Re: Upgrade to fibre from ADSL
17-12-2016 5:28 PM - edited 18-12-2016 8:17 AM
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Hello @coachyard
It's possible that your broadband is still banded as a result of the recent phone fault. Leave this with me, I'll run a few tests down your line tomorrow.
And I've looked into it. Testing your broadband I can see your router is in sync at a low speed. We're possibly going to need to arrange an engineer; I've updated your fault ticket with the next step.
If you let me know once you've replied I'll progress the fault.
If this post resolved your issue, please click the 'This fixed my problem' button
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