Upgraded to Fibre Extra - Same Speed :(

[#1]

I have received an email from Plusnet informing me that my product change is complete.  My estimated speed is 45 - 63Mbps.  Unfortunately I am still seeing the same speeds (38Mbps) as I had before with Unlimited Fibre.  Can someone please check and see why I am still stuck on the lower speeds. 

Thanks.

[#2]

Try loging out of the router and back in... if that fails, log out and power off the router and back on .. Or wait for pn to reset your profile (they may already have done) and just awaiting a new ppp session from the router ..

[#3]

Yes tried a router reboot with no success. I read somewhere it could take up to midnight but received the email from Plusnet this morning. Could the upgrade take place later today?

[#4]

@funkymonkeyboy

The product change email is an accounting type message and can be sent out early. So it may not indicate that the actual speed has been changed.

While you wait for a member of staff to confirm the product change date, you can do a quick check for yourself to see if the order has a completion date.

Have a look at the BT Wholesale checker site at https://www.dslchecker.bt.com/adsl/adslchecker.welcome

Enter your phone number and look in the text below the results table.

It will say if there is an open order on your line and more importantly the date it is due to be completed.

[#5]

No open orders as far as I could see on that check. I have called support and am awaiting further contact. Hope this can be resolved quickly.

[#6]

Hi @funkymonkeyboy

I'm sorry to hear you're not seeing a speed increase yet.

From what I can see the order to upgrade your fibre service has definitely completed to the 80/20 product as of 03:32:34 this morning.

When you called in we found a potential fault which we raised with our suppliers and they've since investigated this, essentially advising that they believe the problem to be resolved.

Unfortunately testing your line is showing your speeds still below where we'd expect:

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	36.4 Mbps
Upstream Speed	7.0 Mbps
Appointment Required	N
Fault Target Fix Time
Fault Report Advised	N
Estimated Line Length In Metres	721.1
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Profile Name	0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Interleaving On

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)
	High	Low	High	Low
VDSL Range A (Clean)	57.6	40	12.9	8.5

Can you try the steps Here letting us know how you get on? If your line speeds don't improve to within the above expectations we'd need to arrange an engineer visit to further investigate this.

[#7]

No joy with the test socket.  Can you arrange an engineer visit, thanks.

[#8]

Hi @funkymonkeyboy,

I've updated the ticket on your account, can you reply to the ticket (and nudge us here) so we can get this done for you. Ta. 

[#9]

I have replied to the ticket thanks.

[#10 · Accepted solution]

Thanks @funkymonkeyboy, I've updated again and we'll await the outcome of the visit!

[#11]

Engineer attended today and changed the fibre ports and said there was an issue at the cabinet.  Seems to be all sorted now.  Getting close to the max I can so happy now.  Thanks for your help in this matter.

[#12]

Hi @funkymonkeyboy that's great news. I'll send the ticket back to you for monitoring, but hopefully the engineer's resolved the issue.