Home move - no service

[#1]

Home move of phone line and unlimited fibre completed 14th October.

Phone line OK but have had no internet since. Have raised fault ticket but no resolution.

It appears to me that I am connected to ADSL rather than fibre via VDSL and that there is no connectivity to Plusnet.

I get connected to the BT Wholesale service page

The Hub event log filtered for WAN events reads:

06:09:49, 27 Oct.(367801.980000) WAN operating mode is ADSL
06:09:49, 27 Oct.(367801.980000) Last WAN operating mode was ADSL
06:09:48, 27 Oct.(367800.570000) PPP IPCP Receive Configuration ACK
06:09:48, 27 Oct.(367800.570000) PPP IPCP Send Configuration Request
06:09:48, 27 Oct.(367800.560000) PPP IPCP Receive Configuration NAK
06:09:48, 27 Oct.(367800.160000) PPP IPCP Send Configuration ACK
06:09:48, 27 Oct.(367800.160000) PPP IPCP Receive Configuration Request
06:09:48, 27 Oct.(367800.150000) PPP IPCP Send Configuration Request
06:09:46, 27 Oct.(367798.460000) PPPoA is up -​ VPI: 0, VCI: 38 Down Rate=15432Kbps, Up Rate=1123Kbps; SNR Margin Down=4.7dB, Up=6.7dB
06:09:46, 27 Oct.(367798.440000) CHAP authentication successful
06:09:46, 27 Oct.(367798.400000) CHAP Receive Challenge
06:09:46, 27 Oct.(367798.400000) Starting CHAP authentication with peer
06:09:46, 27 Oct.(367798.400000) PPP LCP Receive Configuration ACK
06:09:46, 27 Oct.(367798.390000) PPP LCP Send Configuration Request
06:09:46, 27 Oct.(367798.390000) PPP LCP Receive Configuration Reject
06:09:46, 27 Oct.(367798.390000) PPP LCP Send Configuration ACK
06:09:46, 27 Oct.(367798.390000) PPP LCP Receive Configuration Request
06:09:46, 27 Oct.(367798.250000) PPP LCP Send Configuration Request

How do I get Plusnet support to recognize and remedy the issue without waiting another week or more?

[#2]

If you log in to the router at 192.168.1.254, is the connnection username showing correctly there? It should be your username @f9.co.uk

[#3]

Yes username is correct.

I have had a call from customer service and an engineer visit is booked for tomorrow morning.

It is as I thought there is a a mis connection somewhere probably at the cabinet.

[#4]

Hopefully the engineer is able to resolve the issue tomorrow. Let us know how you get on.

[#5]

Engineer visit found that there was no connection at the cabinet. It looks as if the original order had not been actioned by Openreach.

I now have connectivity with a download sync speed of 39.993Mbps but data throughput as tested with BT wholesale speed check is only around 6.5Mbs. Any ideas?

[#6]

What does Stable rate say for your current line speed?

[#7 · Accepted solution]

It looks like your profile changed after your last connection, can you try a single disconnect/reconnect and you should see an improvement in speeds.

[#8]

Current line speed:38.6 Mb as stated on that link.

Not sure if that is relevant as the phone number stated is at my previous address.

[#9]

Thank you.

I should have thought of that myself!

After a disconnect and reconnect the BT Wholesale speed checker gives 36.61Mbps for download speed.