Promised upload speed increase has not appeared
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19-06-2018 8:45 AM
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Hi
I have been on FTTP (36/2) for 18 months or so and generally it has been extremely good. Recently I had an email saying the upload speed would be increased from 1.9 to 9.5. However this has not happened. I rang Plusnet on 9th June and the guy said he would raise the issue with the FTTP team. A support ticket was raised but nothing else happened. I ran again on 14th June and spoke to a guy who seemed more knowledgeable and he said that he could see my profile had not been changed and he changed it for me. He said that it should take effect within four hours and I should reboot the fibre box to get it to resync (well actually he said router but I presume he meant the OpenReach box). In any case I rebooted both. There was no change so I added a comment to the support ticket. It is now the 19th and still there is no change. I wonder what is the expected reply time on support tickets.
The BT Wholesale speed test shows the upload speed as 1.85. Rather worryingly when I click on Further Diagnostics and enter the property details it says that the property does not have FTTP. I am definitely using FTTP, not FTTC.
Fixed! Go to the fix.
Re: Promised upload speed increase has not appeared
19-06-2018 9:00 AM
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You need to ask Plusnet for your Fibre Circuit id with starts with the letters BBEU. Then you use this in the box marked "Broadband circuit Service ID" in the Further Diagnostics page. It is the only reliable way to get the diagnostics to run.
Re: Promised upload speed increase has not appeared
19-06-2018 9:23 AM
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Thanks for that information @SpendLessTime. If I ring up again I will ask for the ID. Do you mean I won't be able to get this sorted without ringing them again? I was hoping to avoid another twenty minutes wait on the phone.
Re: Promised upload speed increase has not appeared
19-06-2018 9:58 AM
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I would wait for one of the FTTP trained staff members to pick up on this thread. They are the ones who know about these matters unlike phone or live chat staff.
Unfortunately because it's trial the FTTP service is not integrated with the PlusNet back office systems. Few staff are trained up on it so this forum is the best place for support.
Brian
Re: Promised upload speed increase has not appeared
19-06-2018 10:02 AM
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OK, thanks Brian
Colin
19-06-2018 12:40 PM - edited 19-06-2018 1:22 PM
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Re: Promised upload speed increase has not appeared
19-06-2018 1:06 PM
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Many Thanks
Colin
Re: Promised upload speed increase has not appeared
20-06-2018 8:57 AM
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Re: Promised upload speed increase has not appeared
20-06-2018 10:45 AM
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