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Upload speeds on Unlimited Fibre Extra

r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Upload speeds on Unlimited Fibre Extra

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.

 

19 REPLIES
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,531
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Registered: 01-12-2010

Re: Upload speeds on Unlimited Fibre Extra

Hi , unfortunately the Chat has been turned off Angry 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 Thumbs Up

You could try to reboot your router as it may help Smiley

 

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r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Re: Upload speeds on Unlimited Fibre Extra

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 Smiley

r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Re: Upload speeds on Unlimited Fibre Extra

Just tried a restart:

Line state: Connected
Connection time: 0 days, 00:19:49
Downstream: 43 Mbps
Upstream: 5.38 Mbps

rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,531
Fixes: 12
Registered: 01-12-2010

Re: Upload speeds on Unlimited Fibre Extra

hopefully @Gandalf can help 

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
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Corsair 750HXI Psu , Phanteks Enthoo pro case .
r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Re: Upload speeds on Unlimited Fibre Extra

I have just raised a fault in the end as nobody contacted me.

Plusnet Help Team
Plusnet Help Team
Posts: 5,509
Thanks: 518
Fixes: 194
Registered: 01-01-2012

Re: Upload speeds on Unlimited Fibre Extra

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.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Re: Upload speeds on Unlimited Fibre Extra

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!

Terranova667
Pro
Posts: 1,284
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Registered: 19-02-2014

Re: Upload speeds on Unlimited Fibre Extra

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.

r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Re: Upload speeds on Unlimited Fibre Extra

Thank you Terranova667, that was it! I didn't expect to see a fault as a question so I didn't check that out Smiley

r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Re: Upload speeds on Unlimited Fibre Extra

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!

Plusnet Help Team
Plusnet Help Team
Posts: 8,314
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Registered: 21-04-2017

Re: Upload speeds on Unlimited Fibre Extra

The drop outs aren't caused by our testing.

I'll reply to your fault ticket in a mo

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Re: Upload speeds on Unlimited Fibre Extra

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.

Community Veteran
Posts: 1,481
Thanks: 236
Fixes: 31
Registered: 13-08-2015

Re: Upload speeds on Unlimited Fibre Extra

Have you done a quiet line test with a corded phone? More info on the help pages.

r4w
Dabbler
Posts: 12
Thanks: 1
Registered: 24-08-2017

Re: Upload speeds on Unlimited Fibre Extra

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!