Upgrade from Fibre to Fibre Extra
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Upgrade from Fibre to Fibre Extra
03-06-2021 3:03 PM
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Re: Upgrade from Fibre to Fibre Extra
03-06-2021 4:25 PM
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Hi @Hightower666, thanks for getting in touch and welcome to our Community Forums.
I can see looking over your connection currently we're seeing 48Mbps download reaching your router which indicates that the cahnge over to Fibre Extra has gone through. It seems there may be banding on our suppliers side which is currently capping your speeds however as we sometimes see after a recent product change like this.
In which case, I've requested our faults team look into and remove any banding on the account which may be causing the lower than expected speeds and this should hopefully be resolved within the next 3 working days.
By all means, should you still be seeing speed issues come Wednesday morning then please feel free to give us a nudge on here and we can look to investigate this further for you.
Re: Upgrade from Fibre to Fibre Extra
11-06-2021 11:00 AM
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Hi, it's better but I'm still not getting upload speeds quite as fast as I was expecting, could this be looked into a bit further please?
Re: Upgrade from Fibre to Fibre Extra
11-06-2021 11:15 AM
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Thank you for your response @Hightower666
You're right, something does appear to be a little odd with the upload speed at the moment, which is coming through at around 10.4Mbps, not something we see often. what I'd say for now is to monitor it over the next few days. Within the first 10 working days of a new broadband asset going live, speeds can fluctuate which may cause us to incorrectly assume that there's a fault on the line.
Keep an eye it throughout the coming week and let us know if this does not improve.
Re: Upgrade from Fibre to Fibre Extra
21-06-2021 8:41 PM
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Hi, I think it's been about 3 weeks since I ordered the upgrade now, still only getting about 7.5Mbps upload (after a speed test tonight)
Re: Upgrade from Fibre to Fibre Extra
22-06-2021 9:54 AM
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Hi @Hightower666,
I'm sorry to hear that you're experiencing issues with your speeds. I've taken a look into your account and whilst I can see the speed seems to have increased somewhat since we last had a look, it's not quite where we'd want it to be. I've made a change to one of the settings on your account which should take affect in about 30-60 minutes time, after which I'd recommend rebooting the router and testing the speeds again. Please let us know whether or not they improve and we'll be happy to proceed with our investigation from there. It may also be worth setting your router up within the test socket in the property if you haven't already and we have a guide on this here.
Re: Upgrade from Fibre to Fibre Extra
23-06-2021 8:28 PM
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Hi, so I've restarted the router and speeds aren't improved. I'm now in the test socket as well. Something else I've noticed since I requested the fibre upgrade is streaming services like BBC iPlayer buffer every 10-20 seconds and are unwatchable. These services were fine before I requested the upgrade.
Re: Upgrade from Fibre to Fibre Extra
24-06-2021 10:59 AM - edited 24-06-2021 11:03 AM
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Thanks a lot for your response @Hightower666
I'm sorry to hear that you're continuing to experience issues with your service. I've run some further tests on the line this morning which appear to show that the line is operating within estimated download speeds, however the upload speed on the line is still below that which was expected. Furthermore, an RRT has detected issues on the line, which will most likely need investigating.
Please go through out Broadband troubleshooting guide which you can find here
If the problems persist, please then head over to faults.plus.net. You'll be asked a series of questions on what you've done to troubleshoot the issue, before this then gets raised with our Technical Support Team It's likely that we'll need to raise a fault, and book an engineer appointment to investigate the problems on your line.
In regards to the drop outs on your TV, further questions need to be asked to provide further support. Is your TV connected via a wireless connection? If so, it might be worth downloading a WIFI analyser and setting your WIFI channel accordingly. It might also be worth splitting the SSID's (2.4GHz and 5GHz on your router, which will give you the option of which band to connect to. Ideally, if your TV is in the same room as your router, I'll ensure that it's connected to the 5GHz band which gives it greater wireless speeds, at the expense of a smaller range.
For tips to boost the WIFI service within the property, please click here: https://community.plus.net/t5/Plusnet-Blogs/How-to-boost-your-wi-fi/ba-p/1450193
For support in splitting the 5GHz and 2.4 GHz bands, please click here: https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1696363
I'll pop my test results onto this post for your reference.
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