Upgrade to Fibre Extra

[#1]

Hi,

September, when I moved to new house, I contacted Plusnet about upgrading from Fibre to Fibre Extra, was told OK, no problem. Now, it`s February and I`m still on Fibre.

[#2]

Are you paying for Fibre or Fibre extra - i.e. have they changed your account, or has the whole change just got lost somewhere?

[#3]

Also is your line capable of the faster speed? If for example the database accessed by putting your phone number in here https://www.broadbandchecker.btwholesale.com/#/ADSL says that the estimated range of download speed for your line is 35 to 45 Mbps and in fact your line will only physically allow say 38Mbps then Plusnet will sell you the faster product even if you can't use it.

What does the DSL checker give as your speed range?

[#4]

Still paying for Fibre. Should contact them directly, but chat is offline, which is my preffered contact method🤔

[#5]

Thanks for reply. Is it Downstream Line Rate? If so, than range is 49-73Mbps. Also I was told that my line is capable for Fibre Extra upgrade.

[#6]

Log into your router settings at 192.168.1.254 then go to the Troubleshooting > Helpdesk and post up your router stats which may give something more away.

Make sure you remove any sensitive information like your username from the stats before posting though 

[#7]

1. Product name:	Plusnet Hub
2. Serial number:
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 25/03/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	19 days, 13:50:44
6. Data rate:	19999 / 76344
7. Maximum data rate:	23406 / 81355
8. Noise margin:	15.1 / 4.0
9. Line attenuation:	23.1 / 17.9
10. Signal attenuation:	22.7 / 17.9
11. Data sent/received:	149.2 GB / 407.5 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:	PLUSNET-WPMR
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-WPMR
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

[#8]

Your stats show you connected with over 19Mbps up and 76Mbps down - so that is pretty close to the theoretical maximum for VDSL. I'd say you're on Fibre Extra (and have been for at least 19 days judging by your uptime).

[#9]

Obviously your line is physically running at "Extra" speed but it looks like your account hasn't been upgraded to correspond. I would seriously recommend phoning PlusNet and talking to a human. It worked for me.

The bandwidth you actually get, and what you see if you do a speed test, is throttled at the PlusNet servers according to something called the "provisioning speed" which is controlled by the accounts department, who are there to ensure that you only get what you pay for (which is fair enough) but if they have lost your order (and yes, it does happen) they won't have unlocked it and it will still be set at the lower value.

Before you phone up, log on to your account and look through your closed "questions", which is where actions that PlusNet staff have taken get documented. It may shed some light on what has or hasn't happened.