Port 2 speed limitation — need service moved to port 1 but blocked by incomplete BT cease

[#1]

Hi,

I have to prefix my post by saying that I am in no way a technical expert, far from it.  The technical details that follow are what I have been told by either BT or Plusnet.

I switched to Plusnet on 17 March from BT and I've had ongoing problems ever since. I'm hoping a moderator can help as the normal complaints process hasn't been able to resolve this.

When my Plusnet service went live on 17 March, my BT broadband and Digital Voice phone were still working on port 1 of my ONT. I had no idea Plusnet had been provisioned on a different port; I had no idea about 'ports'. It took an Openreach engineer visit a few days later to discover that my Plusnet service had been set up on port 2, while BT was still running on port 1.

I'm on the Plusnet 145Mbps package but only getting around 85Mbps. Much wasted time was spend trying to improve my speed.  A Plusnet analyst (case reference available via PM) eventually confirmed that port 2 on my type of ONT is hardware limited to 100Mbps. So I was never going to get my contracted speed on this port.

It seems the obvious fix is to move my service to port 1. BT, on 1 April, finally ceased their broadband service and confirmed this — I have a final bill showing a credit. However, BT's Digital Voice service has not been fully deprovisioned from port 1 at the Openreach level. When I plug a BT hub into port 1, the broadband doesn't sync but the phone produces a BT Digital Voice error message saying there is no internet connection. My old BT phone number still routes to voicemail with my personal recorded greeting but ,of course I can't access any messages.

Apparently Openreach have had an open fault (5-1050430566924) since March but progress has been very slow. I've been told Plusnet can't place an order to move my service to port 1 until Openreach close this fault. I've also been told "final checks" are happening and to "give it a week" but nothing has changed.  I have an open complaint on record but the last message from Plusnet was posted on 4 April. 

I also have a history of Openreach record problems on this line. Two years ago BT were unable to separate the phone service from broadband, and it had to be left bundled with a refund for the phone instead.

I've been paying for 145Mbps and receiving 85Mbps since 17 March. I don't want to leave Plusnet — I just want the service moved to port 1 so I can get the speed I'm paying for, if indeed this is the solution. This also needs resolving properly so it doesn't cause problems with any future changes to my line.

Can a moderator look into this and help get things moving with Openreach? Happy to send account details via PM.

Thanks

[#2]

@wohdivad are you sure its not the cable connecting the ONT port 2 to the Plusnet Hub 2 that's the problem ? have you tried a different cable ? A cable with only 4 cores (cat5) or an 8 core (cat5e) cable with a fault can cause the speed to be limited to 100Mb

As suggested on your post on the BT forums https://community.bt.com/t5/Home-phone-including-Digital/Multiport-ONT-blocking-new-I-SP-service-spe... , it would seem the ONT ports are not limited to 100Mb

[#3]

@wohdivad 

With the Hub two you can check the WAN speed connection looking at ->Home --> Status

[#4]

Thanks but the Openreach engineer tested the cables using a new one and confirmed the cable was not the problem. I am told opposing views on port 2 speed but PN have told me it’s limited to 100mbps. I’m no expert I just want the speed I’m paying for and I want the BT voicemail gone. If it’s not sorted now the problem will be there for any future ISP changes.

[#5]

The hub gives the speed as 100mbps

[#6]

If you look at the ends of the cable you should see 8 wires

Is this the case, can you try another cable to prove the current cable is not the problem?

[#7]

However, BT's Digital Voice service has not been fully deprovisioned from port 1 at the Openreach level.

BT's DV has nothing to do with Openreach. Its purely a VOIP (voice over internet) service.

and I want the BT voicemail gone

It sounds to me like BT have cancelled their broadband but have left the DV service active. Plugging in the BT hub will try and connect the DV service but since there is no internet connection it cant connect and so outputs the warning. The fact that calls to your DV phone number goes to voicemail confirms that BT still think the service is active. Only BT retail can cancel their DV service. 

but the Openreach engineer tested the cables using a new one and confirmed the cable was not the problem.

Whilst I can believe that, and I'm happy to be proved wrong, but all the information I can find suggests that the Huawei 4 port ONT has 4 gigabit ports. Can you confirm what make & model ONT you have ?

[#8]

@wohdivad 

WRT this on the BT Forum:
"Despite my efforts to delete this landline number there is no central NHS database so some departments may call on the landline number and leave an important message. Non response from me may result in my deletion from the horrendously long waiting list I'm on."

My apologies if you already know this but do you use the online NHS App services (doesn't need to be a phone 'App'!)?

Requires registration through your GP.

https://www.nhsapp.service.nhs.uk/login

Log in to view your health information and manage your healthcare online.
You can:
• request repeat prescriptions
• check your test results
• read messages from the NHS
• book and manage appointments
You do not need to download anything.

[#9]

Thanks but the Openreach engineer tested it with a brand new cable. My cable at the time was supporting a BT 500 mbps service. My hub manager gives the connection speed at 100mbps.

[#10]

Thanks. Yes I have the app and have the correct contact details registered.

[#11]

@wohdivad 

Sorry if  I’m stating the obvious but have you tried a factory reset on the ONT?

P.S. We forum moderators are volunteer customers, not Plusnet staff.

[#12]

@wohdivad 

Ports speeds are usually set to be autonegotiate.

what does the Hub report if you plug the cable into port 1 of the ONT or a PC LAN port, it does not need an active service to report the WAN link speed

[#13]

I haven’t and I’m not sure if the Openreach engineer did. I am worried, given the history of this line that it won’t reconnect to PN. I really need to be sure I won’t lose service.

[#14]

The hub has an orange light and the hub manager gives a WAN link speed of 100mbps

[#15]

what does the Hub report if you plug the cable into port 1 of the ONT or a PC LAN port, it does not need an active service to report the WAN link speed

@Dan_the_Van beat me to it😀

and the hub manager gives a WAN link speed of 100mbps 

Well that would seem to confirm either a cable or possibly a fault on the Hub 2 WAN port

Just to confirm, I found a copy of the BT SIN 506 (2013) which covers the service and interface description for FTTP

On page 14 which covers the 4 port ONT it says

The ONT has:
• Four 10/100/1000 Base-T Ethernet data interfaces
• Auto-negotiation and MDI/MDIX auto-sensing.
• Data transferring at wire-speed for all packet size.
• Built-in layer-2 switch
• Two voice ports, BT601A connectors for FVA services

which confirms all ports are 1000Mb capable

@wohdivad you still have the BT hub I believe ? which model is it ?

@Dan_the_Van I'm thinking can we reconfigure it with Plusnet credentials to eliminate the Plusnet Hub 2 WAN port faulty