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help - I'm a new fiber customer

whitlander
Newbie
Posts: 4
Registered: ‎31-01-2018

help - I'm a new fiber customer

My speeds are not what were advertised.  I'm getting about 20mb in the master socket - the cost is twice what I was paying on the ADSL line but only a few Mb higher in speed.  An awful customer experience.   Am I even on fiberHuh

 

I want to go back to ADSL please.  How do I do this?

Tags (1)
7 REPLIES
sacha100
Grafter
Posts: 25
Thanks: 2
Registered: ‎30-12-2017

Re: help - I'm a new fiber customer

Sounds like a fault, best thing to do is contact support and raise a ticket giving as much info as possible, thay will sort things out pronto for you.

Community Veteran
Posts: 1,635
Thanks: 294
Fixes: 35
Registered: ‎13-08-2015

Re: help - I'm a new fiber customer

Some simple details would help, post the speed and connection type details from the Help Desk tab from your router. That will help determine if you have been upgraded yet, make sure you hide any personal info such as username.

whitlander
Newbie
Posts: 4
Registered: ‎31-01-2018

Re: help - I'm a new fiber customer

Hi

 

Thanks for your help.  This is from the Help Desk tab:

 

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ74400206
3. Firmware version: Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 2 days, 01:10:26
6. Data rate: 9999 / 39993
7. Maximum data rate: 31446 / 116034
8. Noise margin: 22.5 / 29.4
9. Line attenuation: 8.6 / 8.1
10. Signal attenuation: 8.9 / 8.2
11. Data sent/received: 942.8 MB / 14.3 GB
12. Broadband username: **********
13. 2.4 GHz Wireless network/SSID: *****************
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 300 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: Machines of Loving Grace
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: a0:39:ee:58:b0:4a
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0
Community Veteran
Posts: 1,635
Thanks: 294
Fixes: 35
Registered: ‎13-08-2015

Re: help - I'm a new fiber customer

So, yes you are on fibre and are getting full 40/10 sync speeds.

It may be that the PN profile has not yet been updated, can you do a speed test on a wired connection on http://www.speedtest.btwholesale.com/ and post the results which will help determine if the above is the case.

whitlander
Newbie
Posts: 4
Registered: ‎31-01-2018

Re: help - I'm a new fiber customer

37 down 7 up from the BT site  -  this is more like it.  Why is this different?

I was using google speed test

Community Veteran
Posts: 1,635
Thanks: 294
Fixes: 35
Registered: ‎13-08-2015

Re: help - I'm a new fiber customer

Could be anything, other stuff using the network, other people using the speed test, speed tests don't mean a lot, too many outside influences.

whitlander
Newbie
Posts: 4
Registered: ‎31-01-2018

Re: help - I'm a new fiber customer

Thanks for your help