Upgrade, where to find out when?

[#1]

@Lorri66 are your tests wireless or wired ?

Can you post the line stats from the Hub One

you can get stats from the hub one if you visit http://192.168.1.254 then click troubleshooting and then help desk.

You'll see what speed you are connected at there. Fibre is connected at the fastest speed from day one, then DLM will make changes should it need to.

Have a look at that page, remove obvious things like username/wifi name and post back with them.

[#2]

MisterW thank you, I have taken a photo but what bit tells me what speeds I should get please?

My computer is wireless, bit far to connect directly.

[#3]

@Lorri66 you're looking for the details in lines 6 through 9 as shown in the example below

6. Data rate: 2001 / 20712
7. Maximum data rate: 3933 / 21043
8. Noise margin: 11.9 / 6.4
9. Line attenuation: 37.2 / 28.7

If you have to submit a fault then at some point a wired test is going to be requested. The problem with wireless is that it can be affected by other things as well as the basic line speed.

[#4]

data rate 1616 / 1286

max data rate 1615 / 15488

noise margin 6.2 / 7.0

line attenuation 41.1 / 33.0

[#5]

That's not good, I'm assuming the Down data rate is a typo and it's really 12860 ish. That is well below your Handback threshold from your earlier post.  Is the router plugged into the master socket and do you have any extension wiring ?

Perhaps one of the PN staff could post the results from a gea test to see if there's interference recorded

[#6]

I've attached a test of your line below.

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	12.9 Mbps
Upstream Speed	1.6 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	1664.9
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL
Profile Name	0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2018-08-20T13:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	8.3 Mbps	13.5 Mbps	11.8 Mbps
Up Stream Line Rate	1.2 Mbps	1.6 Mbps	1.5 Mbps
Up Time	805.0 Sec	900.0 Sec	898.0 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-08-21T10:41:57Z	2018-08-21T10:56:57Z
Ingress Code Violation	0	0
Egress Code Violation	23	0
Errored Seconds	3	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Unfortunately we can't raise speed related issues during the first 48 hours as the line is still in it's training period.

Just to confirm is your router connected to the master socket in your property?

[#7]

yes sorry typo! 12862

Yes my router is into the main socket, and the router is a new one from plus net.

Pretty sure we guaranteed speeds of 16mb/s and thats why I upgraded as we were only getting 4.5 - 5.

Not sure the extra money is worth it if we only gaining a few mb/s.

[#8]

Thanks for confirming.

I'm afraid we'll have to wait for now but if the speeds don't increase then we'd recommend raising a fault here

[#9]

reported as a fault as still only getting 11.5mb/s.

it did go up to 13 once yesterday  but not had that since.

Minimum guaranteed is 16mb/s so I am not happy. 

[#10]

Thanks for raising it.

I'll get that picked up for you shortly

[#11]

I have had a text message about an engineer calling but surely I don't need this?? There is nothing wrong with my phone line I just the speed for broadband sorted. I have not responded to it as feel its not necessary. 

The last time I rang regarding speed (wasn't on fibre then) the assistant just did something on whilst I was on the phone.

[#12]

Unfortunately as our tests aren't showing any issues the only way to proceed is for a engineer to visit the property.

[#13]

I rang the help line and spoke with a lovely plus net guy. Went through some tests and basically he has saved an engineer visit by getting me to check the master socket, and broadband is super duper - up to 20mb/s when we plugged direct into the master behind the cover. 

means we have a fault in wiring somewhere in the other sockets in the house to try and find. But at least we know now.

He was so good, even waiting while I had to pull out a chest of draws to get to the socket. 10/10 for him.

[#14]

Phew! That's good to see and thanks a lot for the update. - Adam