Fibre to home but no speed upgrade.

[#1]

We have recently had our home upgraded with ‘fibre to home’ and our contract changed to the 300Mbps speed on the 19th Aug. The engineer completed the work on 18th, and as yet we’re still running at our previous copper speed of 30Mbps.

Any idea when we should actually start to see our speed increase, especially given we’re now paying for something we’re not getting.

[#2]

@AWhite12345  have you received the 'your product change is complete' email since the engineer finished the installation ? and have you rebooted the router since then ?

[#3]

Yes I have received the confirmation email.

Can you clarify what you mean by ‘reboot’, is that a:
1. Turn off wait 10s turn on
or
2. Factory reset
or
3. Is there a reboot button in the system UI somewhere?

[#4]

1. Turn off wait 10s turn on

@AWhite12345 that's the simplest method

Is there a reboot button in the system UI somewhere?

I'm not sure there is, I don't have my Hub 2 connected at the moment. There is a disconnect/connect option BUT that has a bug (in the process of being fixed) which means that you need to re-enter the correct passord in order to reconnect.

Add tags

[#5]

Is there a reboot button in the system UI somewhere?

[#6]

I'm not sure there is, I don't have my Hub 2 connected at the moment. There is a disconnect/connect option BUT that has a bug (in the process of being fixed) which means that you need to re-enter the correct passord in order to reconnect.

[#7]

---

@AWhite12345 wrote:

2. Factory reset
or
3. Is there a reboot button in the system UI somewhere?

---

Yes, There's a hole on the back just above the Power In connector. Push a paperclip or similar in here, keeping the switch closed until you get a Green light.

Alternatively, Log in to the Hub and go to the Advanced Settings, enter your password then go in to the System settings

[#8]

Yes, There's a hole on the back just above the Power In connector. Push a paperclip or similar in here, keeping the switch closed until you get a Green light.

@Baldrick1  won't that do a factory reset ? I didnt think @AWhite12345 wanted a factory reset , just a restart to drop and reconnect the ppp session.

[#9]

@MisterW 

Yes it will. There is no soft reboot function of which I am aware. I was responding to the 2. Factory Reset option in the OP's post.

[#10]

So just to confirm I have already done option 1 and nothing has changed.

Do I need to do the factory reset, or just wait for a plusnet person to test the line?

[#11]

@AWhite12345  no you shouldnt need to do the factory reset. It's looking like a staff member is needed to check your account.

[#12]

@MisterW @Baldrick1 

There is a restart option found on the Home page left of Advanced settings

HTH

[#13]

So there is. Talk about not being able to see your nose in front of your face!

Thanks.

[#14]

My excuse is I'm not currently using the Hub 2😀

[#15]

The UI reset also made no difference, will wait for customer support to intervene.

Thanks all for the input so far

[#16]

Hi @AWhite12345. I’m so sorry for how long it’s taken to get back to you! We’re quite busy right now, so it’s taking a longer than we’d usually like to get back to customers. 

I'm sorry that you've not seen an increase in your speed after upgrading to Fibre to the Home and I appreciate the disappointment that this must have caused. Please can you send me your account username over on a private message and I will look into this for you.

[#17 · Accepted solution]

Hello,

The issue has now been resolved, an engineer came out today and replaced the white fibre box inside the house.

Thank you