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Upgraded Fibre to Fibre Extra: Speeds getting worse

daleh43
Grafter
Posts: 26
Thanks: 3
Registered: ‎27-08-2017

Re: Upgraded Fibre to Fibre Extra: Speeds getting worse

@goldenfibre, how do you get that test ? Do you think I'll get more even though the engineer said different ?

Plusnet Help Team
Plusnet Help Team
Posts: 14,714
Thanks: 4,559
Fixes: 756
Registered: ‎21-04-2017

Re: Upgraded Fibre to Fibre Extra: Speeds getting worse

Sorry to hear your speeds are still below where they should be following an engineer visit.

To further investigate this we'll need to arrange another visit as line tests aren't showing the cause for the fault. I've updated your ticket 186108458, if you can reply with your availability nudging us here when you've done so we'll be happy to book it in.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
daleh43
Grafter
Posts: 26
Thanks: 3
Registered: ‎27-08-2017

Re: Upgraded Fibre to Fibre Extra: Speeds getting worse

@Gandalf

replied to your update in my fault ticket on Friday, no response. Can any support staff confirm engineer time slot pls ?

Plusnet Help Team
Plusnet Help Team
Posts: 7,251
Thanks: 755
Fixes: 290
Registered: ‎01-01-2012

Re: Upgraded Fibre to Fibre Extra: Speeds getting worse

@daleh43 We've just updated the ticket for you with the details.

Apologies for any inconvenience caused

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
daleh43
Grafter
Posts: 26
Thanks: 3
Registered: ‎27-08-2017

Re: Upgraded Fibre to Fibre Extra: Speeds getting worse

Hi,

Ok so the engineer has just left after 2 1/2 hrs tested everything and found a high resistance reading down the line from exchange to cabinet. Rectified the problem and found I had an increase, just a small increase in d/l speed. he told me that the speed is now 64.5 Mbps to the hub and my actual d/l speed has increased by 2.5meg to around about 62Mbps, so i'm losing the 2.5meg from the hub to my hardwired connected laptop. My IP profile has increased to 62.85Mbps from 61.5Mbps.

So, unless there is a problem with the hub as highlighted in red, I think now we have exhausted all possibilities of getting any faster speeds.

Thanks to all involved and may I say that the openreach engineer was exceptional and a credit to the company (plusnet please pass this on to the relevent dept)

 

Plusnet Help Team
Plusnet Help Team
Posts: 7,251
Thanks: 755
Fixes: 290
Registered: ‎01-01-2012

Re: Upgraded Fibre to Fibre Extra: Speeds getting worse

Thanks for getting back to us.

Glad to hear that the engineer was thorough.

We'll ensure your feedback is passed on

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team