Upload speeds on Unlimited Fibre Extra
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- Re: Upload speeds on Unlimited Fibre Extra
Upload speeds on Unlimited Fibre Extra
24-08-2017 9:38 AM - edited 24-08-2017 9:47 AM
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Hello,
I have tried to contact you by chat (I can't stand to wait 15 minutes or more by phone) but it's two days that the chat is unavailable.
I'm a new customer with Unlimited Fibre Extra and I switched from BT Infinity 1.
First of all, I still don't understand why it took almost 5 hours to switch the broadband from when I have received the first email that you have switched my phone line.
My secondo concern is that the download/upload speed profile seems to be unchanged and it's now over 24 hours that the change happened.
I'm not expecting a big change in the download speed (even if I have seen better speeds earlier with BT), but 5 Mbps is a very poor upload speed and half of the estimate low bracket on your website.
Could you please check and let me know?
Thanks.
Re: Upload speeds on Unlimited Fibre Extra
24-08-2017 9:49 AM
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Hi , unfortunately the Chat has been turned off by Plusnet to allow more staff on the phone lines .
Hopefully one the the forum staff will see this and check your profile , it may have not been set correctly
You could try to reboot your router as it may help
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Re: Upload speeds on Unlimited Fibre Extra
24-08-2017 9:56 AM
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Hi rongtw, I have read after posting about the chat, I can't really wait too much time at the phone while at work.
I have tried to restart the router a couple of times but no joy (not today to be honest).
I would prefer to have confirmation I'm on the right profile first
Re: Upload speeds on Unlimited Fibre Extra
24-08-2017 11:06 AM
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Just tried a restart:
Line state: Connected
Connection time: 0 days, 00:19:49
Downstream: 43 Mbps
Upstream: 5.38 Mbps
Re: Upload speeds on Unlimited Fibre Extra
24-08-2017 11:09 AM
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hopefully @Gandalf can help
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: Upload speeds on Unlimited Fibre Extra
25-08-2017 9:07 AM
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I have just raised a fault in the end as nobody contacted me.
Re: Upload speeds on Unlimited Fibre Extra
25-08-2017 1:38 PM
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Apologies for the delayed response.
I've checked and you've definitely been moved onto the 80/20 service but you may have a fault as the sync speeds are lower then expected.
We'll get that picked up as soon as possible.
Re: Upload speeds on Unlimited Fibre Extra
25-08-2017 2:05 PM
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Thank Matthew, could you please let me know how can I check the fault that I have raised earlier? I can't find it in the portal, I would appreciate if you can provide me directions on the menu. Thanks!
Re: Upload speeds on Unlimited Fibre Extra
27-08-2017 7:06 PM - edited 27-08-2017 7:07 PM
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Hi you should be able to find your open Ticket here, https://portal.plus.net/wizard/index.html
you will need to enter your Account user name and password. Might be worth bookmarking it in your browser for future Use.
Re: Upload speeds on Unlimited Fibre Extra
27-08-2017 9:11 PM
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Thank you Terranova667, that was it! I didn't expect to see a fault as a question so I didn't check that out
Re: Upload speeds on Unlimited Fibre Extra
30-08-2017 12:08 PM
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Hi @MatthewWheeler, I have noticed that my line is going up and down a lot now, I understand that you're testing my line however I would like to check with you if you have any updates for me and when the tests are going to end. I have also updated the fault with this information.
Thank you!
Re: Upload speeds on Unlimited Fibre Extra
30-08-2017 5:21 PM
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Re: Upload speeds on Unlimited Fibre Extra
30-08-2017 8:31 PM
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Thank you @Gandalf for the information.
I have updated the fault with some more tests.
In particular, I have reached out the connector underneath the Openreach MK3 socket and applied the filter included with the Plusnet One Hub, unfortunately the sync speeds are almost the same 😐
BT wholesale speed test shows:
Download: 38.88
Upload: 4.08
Ping: 50
I really hope we can get this fixed as soon as possible.
Thank you all.
Re: Upload speeds on Unlimited Fibre Extra
30-08-2017 9:19 PM
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Have you done a quiet line test with a corded phone? More info on the help pages.
Re: Upload speeds on Unlimited Fibre Extra
30-08-2017 11:16 PM
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I don't really use the phone, so I don't have one right now to make a test. I need to see if I have an old corded phone somewhere but I'm unsure how reliable it would be.
I'll try to see if I can make that test too, thanks!
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