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When will fibre upgrade be completed

RobP
Newbie
Posts: 6
Registered: 24-11-2007

When will fibre upgrade be completed

Hi, I was told by a customer service agent that my upgrade was due to be completed yesterday (Monday 22nd). I received an email to let me know that my upload speed had changed and it was indeed 2Mbps as expected. Then nothing. I've heard nothing else and my download speed has remained exactly the same.

Can anyone give me some more info?

Thanks,

Rob.

12 REPLIES
RobP
Newbie
Posts: 6
Registered: 24-11-2007

Re: When will fibre upgrade be completed

p.s. I should add that my router reports connection speeds of 2Mbps up and 39,9 Mps down

 

Superuser
Superuser
Posts: 6,476
Thanks: 590
Fixes: 49
Registered: 30-07-2007

Re: When will fibre upgrade be completed

Sounds like your PlusNet profile ahsn't updated following the upgrade.

What does this https://portal.plus.net/my.html?action=data_transfer_speed (login required) say for Current Line Speed ?

RobP
Newbie
Posts: 6
Registered: 24-11-2007

Re: When will fibre upgrade be completed

Phone exchange:NEWCASTLE

Estimated line speed:40Mb (This may vary between 35Mb and 46.8Mb) - Checked on 2017-05-15 00:40:54

Current line speed:5.6 Mb

Superuser
Superuser
Posts: 6,476
Thanks: 590
Fixes: 49
Registered: 30-07-2007

Re: When will fibre upgrade be completed

Current line speed:5.6 Mb

Yup, as I expected , it hasn't updated to the Fibre speed. You could try contacting Customer support by chat or phone and explaining that your Current Line speed needs resetting following the Fibre upgrade or if you're lucky one of the PlusNet help team may spot this thread and pop in to reset it.

Plusnet Help Team
Plusnet Help Team
Posts: 145
Thanks: 50
Fixes: 10
Registered: 24-04-2017

Re: When will fibre upgrade be completed

Hi Rob and welcome to the Community Forums.

I've had a check into your connection and like on your side I can see we are getting the full 40/2 to the router:

Downstream Speed 40.0 Mbps
Upstream Speed 2.0 Mbps

Can I ask then, the devices that your checking the speeds on, are they wireless?

I can see some issues with the connection and it being interrupted:

Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
     
Ingress Code Violation 0 0
Egress Code Violation 9 10
Errored Seconds 7 9
Severely Errored Seconds 0 0

Unavailable Seconds

0 0

image14955373834418
It looks like since the fibre came active there has been 4 drops and even before that it looks as though there is an issue flaring up at times. If you haven't already I'd recommend plugging your router directly into your test socket as it will rule out internal wiring and help us narrow down where the issue is coming from.

https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

It will take a day or 2 in the test socket to determine whether the drops stop and I'd recommend trying a wired speed test once in there to see if the through put speed is higher in this set-up.

Let me know how you get on.

Kind regards,

Ben

 Ben Devine
 Plusnet Help Team
Superuser
Superuser
Posts: 6,476
Thanks: 590
Fixes: 49
Registered: 30-07-2007

Re: When will fibre upgrade be completed

@BD , surely, if it's synching at 40M down,  the PlusNet profile should be set to an open profile ( or at least ~40Mb ) not 5.6 !

RobP
Newbie
Posts: 6
Registered: 24-11-2007

Re: When will fibre upgrade be completed

Hi, the drop outs were me restarting the router!

 

Also the router is already plugged into the master socket.

Thanks for your help.

Plusnet Help Team
Plusnet Help Team
Posts: 7,305
Thanks: 2,077
Fixes: 367
Registered: 21-04-2017

Re: When will fibre upgrade be completed


the PlusNet profile should be set to an open profile ( or at least ~40Mb ) not 5.6 !

Yep. I've just adjusted that now.

It looks like they're still provisioned on the shared WBC network, so this profile is more than likely causing the problem.

 

@RobP- please can you reboot your router and let me know how you get on?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
RobP
Newbie
Posts: 6
Registered: 24-11-2007

Re: When will fibre upgrade be completed

Thanks, I'll reboot as soon as I get back from work at about 3.00pm

 

Thanks for all your help.

Plusnet Help Team
Plusnet Help Team
Posts: 7,305
Thanks: 2,077
Fixes: 367
Registered: 21-04-2017

Re: When will fibre upgrade be completed

No problems, let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
RobP
Newbie
Posts: 6
Registered: 24-11-2007

Re: When will fibre upgrade be completed

We're now at 36.6Mbps down and 1.88 Up

Thank you all for your help.

Rob.

 

Plusnet Help Team
Plusnet Help Team
Posts: 7,305
Thanks: 2,077
Fixes: 367
Registered: 21-04-2017

Re: When will fibre upgrade be completed

Pretty nice speeds you've got there Thumbs Up no problems Rob.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team