Why no fibre?
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Why no fibre?
Why no fibre?
16-03-2016 5:56 PM
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However, I soon noticed that video streaming etc didn't seem any better than my previous bog standard broadband. Ok, I thought, it says on the connection guide that it might take ten days or so for your connection to settle. Ten days came and went with no noticeable improvement. I decided to reset the router as per troubleshooting instructions to see if that was the issue - no change. I started logging the speeds and submitted a question to the support page and got this back:
"Account has been changed to fibre, however, cant find the order and Fibre is Not available. Please amend account."
My bill has come in this week and I'm still being charged for a Fibre service. Every BT cabinet in the village is boasting of how fibre is here but apparently Plusnet can't find it - what's going on?
Re: Why no fibre?
Re: Why no fibre?
16-03-2016 6:19 PM
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Enter your phone number should tell you if your line is able to order FTTC.
Re: Why no fibre?
Re: Why no fibre?
16-03-2016 6:44 PM
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Re: Why no fibre?
Re: Why no fibre?
16-03-2016 9:52 PM
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Re: Why no fibre?
Re: Why no fibre?
17-03-2016 12:00 AM
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Re: Why no fibre?
Re: Why no fibre?
17-03-2016 9:11 AM
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How do you know? The hub supports both ADSL and FTTC I believe so you could be on either. If you could do what the previous poster asked:
Quote from: Incredibledisc The problem is that I'm not on a fibre connection.
Quote go to the Troubleshooting/Helpdesk tab and post the results
It would confirm whether you are on fibre or not. One possibility is simply that PN haven't updated your profile so their system thinks you are still on ADSL and is throttling the speeds. Sadly it's something that happens a lot when people migrate from ADSL to FTTC and stay with PN. Hopefully that's all it is in which case it should be easy to correct.
And no, there is no longer any need for an engineer to come out.
Re: Why no fibre?
Re: Why no fibre?
17-03-2016 9:14 AM
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Quote from: Incredibledisc I was told when I switched accounts that there would be no need to have a BT engineer come out to connect me to the fibre network - I'm wondering if that was maybe misinformation.
Nope, we provide fibre via self install now, so no engineer visits your premises.
However, I also can't find any order on the wholesale systems to modify you to a fibre service. The difference is I can see that it's available, so I'll go and get that placed asap.
I'll update your ticket shortly with some more information.
Chris Parr Plusnet Staff |
Re: Why no fibre?
Re: Why no fibre?
17-03-2016 10:47 PM
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Re: Why no fibre?
Re: Why no fibre?
17-03-2016 10:50 PM
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Quote from: Andrue How do you know? The hub supports both ADSL and FTTC I believe so you could be on either. If you could do what the previous poster asked:
Quote from: Incredibledisc The problem is that I'm not on a fibre connection.
Quote go to the Troubleshooting/Helpdesk tab and post the results
It would confirm whether you are on fibre or not. One possibility is simply that PN haven't updated your profile so their system thinks you are still on ADSL and is throttling the speeds. Sadly it's something that happens a lot when people migrate from ADSL to FTTC and stay with PN. Hopefully that's all it is in which case it should be easy to correct.
And no, there is no longer any need for an engineer to come out.
Thanks for your input. Logging into the router did show I am currently on an ADSL connection. Plusnet have been in touch to confirm that there has been some sort of balls up and that the connection is going to be upgraded properly this time.
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