upgrade to fibre extra speed low
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upgrade to fibre extra speed low
14-08-2019 8:55 AM
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Re: upgrade to fibre extra speed low
14-08-2019 9:11 AM
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you should check that plusnet even passed the order onto BT Openreach.
I signed up for Extra and nothing happened... called up and it turned out while my order was present (and paid for) on the plusnet system, the work order for BT got lost in the abyss and therefore nothing happened.
Re: upgrade to fibre extra speed low
on 14-08-2019 9:40 AM - last edited on 14-08-2019 9:56 AM by Strat
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What speed do you get and how does it compare with the results you get if you put your phone number in here?
Are you testing using wireless or an Ethernet cable? If wireless then you need to repeat the test using an Ethernet cable between the router and a computer.
Moderator's note by Dick (Strat): Link fixed.
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: upgrade to fibre extra speed low
14-08-2019 10:06 AM - edited 14-08-2019 10:08 AM
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Re: upgrade to fibre extra speed low
14-08-2019 12:04 PM - edited 14-08-2019 12:05 PM
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Hi @Lucyb09,
I'm sorry that your speed hasn't increased by as much as you'd expected following your upgrade to unlimited fibre and for any inconvenience that this has caused you. I've tested your line and the test indicates that your line is currently syncing at 44.6mbps. This is slightly below the line's estimated speed of 45 - 65mbps but is above the minimum guaranteed speed of 40.5mbps.
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXXX |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
Description | GEA service test completed and no fault found . | ||||
Main Fault Location | OK | ||||
Sync Status | In Sync | ||||
Downstream Speed | 44.6 Mbps | ||||
Upstream Speed | 11.4 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 534.9 | ||||
Upstream Rate Assessment | Low | ||||
Downstream Rate Assessment | Low | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream Traffic Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2019-08-01T12:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 39.9 Mbps | 45.3 Mbps | 40.4 Mbps |
Up Stream Line Rate | 9.9 Mbps | 11.6 Mbps | 10.1 Mbps |
Up Time | 771.0 Sec | 900.0 Sec | 899.6 Sec |
Retrains | 0.0 | 1.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-08-14T10:18:15Z | 2019-08-14T10:33:15Z |
Ingress Code Violation | 1 | 1 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
We'll need to do some troubleshooting to try and narrow down the cause of the problem. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket.
Re: upgrade to fibre extra speed low
14-08-2019 12:43 PM
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Re: upgrade to fibre extra speed low
14-08-2019 6:36 PM
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Re: upgrade to fibre extra speed low
15-08-2019 11:01 AM
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Re: upgrade to fibre extra speed low
15-08-2019 2:51 PM
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Hi @Lucyb09, thanks for getting back to us. I can confirm the order has gone through for the correct package.
With regards to the engineer charge, we can see an issue our side and therefore the no fault found part of the statement doesn't really apply in this instance. You'd only be charged if an internal issue was found to be the cause (which if connected to the test socket would rule this out) or if you missed the pre-arranged visit.
I'm afraid there's nothing further we can do from our side so the engineer visit would be required, I've updated the fault ticket here, please let us know once you've replied and we'll get it picked up for you.
Re: upgrade to fibre extra speed low
15-08-2019 3:55 PM
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Re: upgrade to fibre extra speed low
15-08-2019 4:42 PM
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Thank you, I've picked this up and booked in the appointment (the details are on the ticket and I've also sent an email confirmation).
If this needs rearranging please just get back to us asap and let us know if you have any further queries in the meantime.
Re: upgrade to fibre extra speed low
16-08-2019 11:46 AM
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Re: upgrade to fibre extra speed low
16-08-2019 3:26 PM
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Hi @Lucyb09,
I've seen your update on the ticket. At the moment I'd advise us leaving the appointment in place for now, and monitoring the connection over the next day. If it remains consistent then it's probably worth cancelling it. But if it drops again then it's still in place and prevents any further delay, if that makes sense.
Re: upgrade to fibre extra speed low
16-08-2019 9:12 PM
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Re: upgrade to fibre extra speed low
17-08-2019 3:22 PM
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Hi @Lucyb09
Those speeds are about right for your line and the connection has remained stable.
Shall we get this cancelled for you? We can always re-raise this if problems reoccur.
Best wishes
Dave
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