Upgrade info
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Upgrade info
14-11-2019 2:25 PM
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Hi,
I applied for an upgarde to fibre some weeks ago and was given a completion date of 6/11/19, this didn't happen so I contacted plusnet who said there was a problem with Openreach and a new date of completion given of today 14/11/19. I have had no further information since my last contact with you. Is this upgrade still likely to happen today?
Re: Upgrade info
14-11-2019 4:13 PM
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Hi @pfreeve
Thank you for getting in touch.
I have checked over your account and can see that everything is complete.
Can you please test the service and let us know how you get on?
Kind Regards
Re: Upgrade info
14-11-2019 6:17 PM
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Hi,
Sorry to inform you that I have no service at all now!
I need to have this fixed ASAP.
Re: Upgrade info
14-11-2019 9:05 PM
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Thanks for getting back to us, @pfreeve.
We're sorry to hear that this is the case.
We've run diagnostics and although we're not detecting a fault, we can see that your connection is currently down.
Can we confirm that the router that you have is VDSL (fibre) compatible? (Not to teach you to suck eggs but I do have to check!)
Re: Upgrade info
15-11-2019 1:08 AM
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Hi,
My router is a Netgear Nighthawk D7000 which I believe is fully ADSL/VDSL compliant. Everything was working fine as ADSL until day of upgrade. There was no gradual loss of service or slowdown, it was just off. I have checked router settings and rebooted several times. Is there something I am missing in my settings, I am under the impression that no changes are necessary and changeover should be seamless.
Re: Upgrade info
15-11-2019 8:13 AM
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@pfreeve you can find the correct settings for fibre using the d7000 in this thread https://community.plus.net/t5/Fibre-Broadband/Netgear-D7000-Setup-Question/m-p/1570095
For info They are
UK
Plusnet
VDSL (PTM)
VDSL2
Internet is selected
Enable this interface is ticked
Use VLANID is ticked
101
Priority 0
Does your internet require a logon: Yes is selected
Encapsulation: PPPoE (PPP over Ethernet) is selected
login - my username@plusdsl.net
password is the same as to access member centre
Service name is blank
Always on
Internet IP address - get dynamically from ISP
DNS - get automatically from ISP
NAT translation Enable is selected
Router MAC use default address is selected
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Upgrade info
15-11-2019 12:42 PM
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Re: Upgrade info
15-11-2019 2:18 PM
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Hi Dave,
The settings provided by MisterW unfortunately did not work......However, I reset the router to factory and performed a basic automatic setup which connected in seconds....strange!
My only concern now is that the connection is very slow with an upload speed of 10.95 Mbs and a download speed of 12.95Mbs. Is there any thing I can do to increase this speed or is it likely to increase as it settles down. If so how long should it take?
Thanks to everyone so far for trying to help, I appreciate it!!
Re: Upgrade info
15-11-2019 3:00 PM
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d a download speed of 12.95Mbs.
@pfreeve is that about the same as your download on adsl by any chance ? If so , it sounds like your Plusnet profile hasn't updated from the adsl one.
Do you have a static ip OR have the Plusnet firewall on ?
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Upgrade info
15-11-2019 4:21 PM
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Hi @pfreeve,
I'm glad to hear that your connection is back up and running, though I apologise for the lower than expected speeds. I've tested your line this afternoon and I can see that the speed going down the line appears to be running slower than we'd expect, and we may need to investigate further with an engineer visit. Before we do so, I would strongly recommend setting the router up within the test socket in the property if it isn't already. For reference, we have a guide on how to do this here. I would also ask that you run through our online troubleshooting guide, which can be found here.
Please let us know how this goes and we'll be more than happy to pick this back up for further review.
Re: Upgrade info
15-11-2019 6:40 PM
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Hi,
I've just tested speeds again and they have increased noticeably, up around 20-25Mps.
I have a very old original BT master socket (that doesn't even have a "test" socket) with a plug in microfilter. I am reading that these filters strangle speed. I am going to have the master socket changed for an Openreach type. For now I have to accept the slower speed until all my internal sockets are up to scratch. I'll see how things are in a couple of weeks. Thanks for all the help!!
Re: Upgrade info
15-11-2019 8:56 PM
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Thanks for your post @pfreeve.
We're thrilled to hear that there's been a noticeable improvement, although acknowledge that it's not as fast as we'd like.
Let us know how things go with the new socket - if needs be, we can raise another fault and arrange for that engineer after all.
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