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upgrade to fibre extra speed low

Lucyb09
Grafter
Posts: 25
Registered: ‎14-08-2019

Re: upgrade to fibre extra speed low

Sure cancel if needed. Although one person said their was an fault your side and an engineer would be needed. But yeah cancel if it's been sorted or whatever. Thanks
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: upgrade to fibre extra speed low

 

Hi @Lucyb09

 

I've just retested the line and the results on the speed side of things were inconclusive.

 

Providing it's OK with yourself, I'd suggest keeping this in place just so that everything can be checked.

 

If it comes back with no fault found, we'll negate any potential charge.

 

Best wishes

 

Dave

Lucyb09
Grafter
Posts: 25
Registered: ‎14-08-2019

Re: upgrade to fibre extra speed low

Ok cool. Thanks I'll go with what you say and keep it
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: upgrade to fibre extra speed low

 

Lovely.

 

Let us know how you get on on Monday.

 

Kind regards,

 

Dave

Lucyb09
Grafter
Posts: 25
Registered: ‎14-08-2019

Re: upgrade to fibre extra speed low

Hey engineer just left. He said he rang up and asked for a reset. And changed the faceplate to a recent one. He said he couldn't see a fault or anything though.
Optimatts
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 442
Fixes: 19
Registered: ‎25-09-2018

Re: upgrade to fibre extra speed low

Hi there @Lucyb09 I've just checked the notes and tested your line.

I don't want to prematurely determine the fault is resolved as the engineer only came out this morning but your line is looking solid and back within estimates. My test just gave your sync at 52.5Mbps.

Hopefully that's the problem solved.

However, as it is early days I've forwarded the fault ticket back to you. This way the report will stay open for a further 14 days and should you notice any further issues, if you let us know, we can pick up from where we left off.

Optimistically speaking though, we shouldn't need to!

 

Lucyb09
Grafter
Posts: 25
Registered: ‎14-08-2019

Re: upgrade to fibre extra speed low

Can I just confirm I won't be charged? It was at around 60 before he came but person before said their was an fault still or something. Thanks
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: upgrade to fibre extra speed low

Hi Lucyb09, I've just checked and the visit isn't chargeable so don't worry about that and do shout up if you have any more issues we  need to look at for you. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Lucyb09
Grafter
Posts: 25
Registered: ‎14-08-2019

Re: upgrade to fibre extra speed low

Hey. So at the moment it's at 55mb. It has been 60 before engineer came. Buttttttt when I do a speed test it never goes above 46-47 at a push I know you lose some speed but seems a bit much to me. Thanks!
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: upgrade to fibre extra speed low

Thanks for getting back to us @Lucyb09

We've tested your line and we can't see any issues remotely.

Can you confirm if you've been testing over a wired or wireless connection? If wireless can you try a wired connection to see if you get similar results?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Lucyb09
Grafter
Posts: 25
Registered: ‎14-08-2019

Re: upgrade to fibre extra speed low

Hey it was over wireless yeah. But just tried wired and more or less exactly the same
TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: upgrade to fibre extra speed low

Hi @Lucyb09,

Please could you confirm if the router is still setup within the test socket in the property when running these tests? If not, please could you connect it to the test socket and send us the results of a wired speedtest?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Lucyb09
Grafter
Posts: 25
Registered: ‎14-08-2019

Re: upgrade to fibre extra speed low

It's back in the normal socket now , the engineer had a look at it and changed the faceplate etc and said it's all fine. I'll sort it out tomorrow and then send the results
MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: upgrade to fibre extra speed low

Ok @Lucyb09, thanks for letting us know. 

 

We're here if you need anything else. 

 

 - MoR

Lucyb09
Grafter
Posts: 25
Registered: ‎14-08-2019

Re: upgrade to fibre extra speed low

Not had chance to do a wired speed test and post the results so far. I do notice my router is saying 59mb down but in my plusnet settings it says 52. Using bt hub 6. And still only getting 46 in a speed test wireless and wired