fibre upgrade not switched over
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fibre upgrade not switched over
29-07-2021 3:16 PM
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Hi,
recently upgraded to fibre and was told switch would be on 28th but I'm still on ADSL, checked my modulation with info from another post:
24. Modulation: | G.992.5 Annex A |
Is there a support number I should ring or can someone on here check line status for me ?
thanks
Re: fibre upgrade not switched over
30-07-2021 8:30 AM
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Hi @nickascii,thanks for getting in touch and I'm sorry to hear you're still waiting for the fibre to go active on tour account.
I can confirm when looking over your orders from this side that a switch to fibre was initially placed to complete on 28/07/20 however it looks like our suppliers during placing the order adjusted the completion date until today more than likely due to engineer availability in your area.
In which case then, an engineer should be out at your cabinet at some point today and you'll notice the previous ADSL service stop. At this point you'll need to put in the new HubOne router or if it's in and working already the you may need to factory reset this to allow the router to switch to fibre.
How to factory reset the router:
This can be done by pressing a pin, cocktail stick etc.. into the "reset hole on the back of the router for 5-15 seconds. You should see the router reboot (turn green) if the factory reset has been initiated.
Let us know how it goes. If you're still not seeing fibre related speeds or service by this evening then please get back in touch and we'll look further into this for you.
Re: fibre upgrade not switched over
31-07-2021 9:14 AM
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thanks for the reply,
I can confirm fibre looks in place this morning
Modulation: | G.993.2 Annex B |
I didn't do anything to the plusnet hub, it must have sorted itself out, the light is blue
so all good
Re: fibre upgrade not switched over
31-07-2021 2:52 PM
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Hi,
just doing some speed tests, down is fine but up a bit slow.
On the BT broadband checker https://www.broadbandchecker.btwholesale.com/#/ADSL
it says
VDSL Range A (Clean)
VDSL Range B (Impacted)
and my modulation is G.993.2 Annex B
could that be the reason i.e. I'm on Annex B and it says VDSL Range B (Impacted) or are they
two different things ?
Re: fibre upgrade not switched over
31-07-2021 3:43 PM - edited 31-07-2021 3:44 PM
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Very different things.
what does the BTW checker estimate your speeds to be?
Its probably too early, but does the checker show your “Observed speeds”?
IF using the PN HUb1, sight of the Help Desk page would help the community to work out any issues?
Are you using the Master socket or an extension?
Re: fibre upgrade not switched over
02-08-2021 10:30 AM - edited 02-08-2021 10:31 AM
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Thanks for getting back to us @nickascii
I'm glad to see your connection has been switched across to fibre now.
Running a line test is showing your router getting 80mbps download and 20mbps upload, but I can see there is a bridge tap somewhere which is generally a wiring issue. Is your router plugged into the master telephone socket with no extension cabling between the socket and your router?
If that's the case, I'd recommend we arrange an engineer visit to investigate further, so could you raise a fault to us at faults.plus.net and in the notes box at the end, please add your availability for a visit.
The available timeslots are weekdays (and occasionally Saturday's) 8am to 1pm, or 1pm to 6pm. This means we'll be able to arrange an engineer straight away once we've picked the fault ticket up.
If you can post back once you've raised the fault, we'll make sure that is picked back up for you as soon as we can.
Re: fibre upgrade not switched over
02-08-2021 10:51 AM
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@Gandalf If the sync speeds are at full 80/20 then even if there is a bridge tap reported it's not affecting the speeds, not sure what an engineer could do in this case, the speeds cannot be any better.🤔
Re: fibre upgrade not switched over
02-08-2021 10:54 AM
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Re: fibre upgrade not switched over
02-08-2021 10:57 AM
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That's news to me I always thought a bridge tap only affected the sync speeds.
Re: fibre upgrade not switched over
on 03-08-2021 12:17 PM - last edited on 05-08-2021 11:05 AM by dvorak
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Hi,
thanks, the download speed is great at 70 but upload still only 7
I tried to raise fault so hope it comes through (by the way my plusnet account name is
different from this forum, not sure if you need that or are they linked ? its [Removed] anyway)
I had to select "power light on the BT modem is on" (had to choose on or off)
even though I don't have a BT modem: just plusnet Hub One straight to master socket
and no extension wiring.
One other thing, for a while now I have the intermittent dial tone but when I ring 1571 it says no messages.
Thanks again for all your help / advice
Moderators Note: Personal information removed
Re: fibre upgrade not switched over
03-08-2021 12:23 PM
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@Mustrum I can post the helpdesk info, is there anything I need to blank out
of a screenshot for privacy etc ?
Re: fibre upgrade not switched over
03-08-2021 1:57 PM
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Hi @nickascii
I'm glad to see your download speed's improved now. I've checked your account (Found it from the email address in your forum profile) and the fault's definitely come through to us, logged under ticket ref 216735500.
When you're testing your speed, are you using a device that's connecting over WiFi or wired to your router? If you're on a wired connection, is the device plugged into the router using an ethernet cable (No switches, powerline adapters etc)?
Regarding the intermittent dial tone, I've turned voicemail off and on. Can you check again for me?
Re: fibre upgrade not switched over
03-08-2021 3:28 PM
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thanks, phone back to normal now. Cheers,
is that something I could have sorted myself ?
speed tests from a pc, cat 5 straight to hub one.
Just done another test at https://speedtest.btwholesale.com/
down 73 which is great
but up only 6
Feel a bit bad moaning about upload but that was one of the
reasons I upgraded as we use google/one drive a lot.
Attaching help status from hub
Re: fibre upgrade not switched over
03-08-2021 4:45 PM
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are you testing wired with nothing else running?
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: fibre upgrade not switched over
03-08-2021 5:05 PM
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Awesome, good to see that's done the trick and your phone's dial tone back to normal now. It would've taken a bit longer, but you could've removed voicemail and re-added it from your account Here. I did this directly in the supplier systems, which is a bit quicker than through your account, but achieves the same result.
No problem at all, try running the speedtest with all other devices switched off, and nothing in the background like automatic updates or file sharing running on your computer. I'd also cross reference your speeds to another like the ThinkBroadband speedtester Here as speedtesters can give varying results sometimes.
Let us know how it goes
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