New Full fiber connection

[#1]

Given that it's 16:00 on a Friday afternoon, and Plusnet support staff start disappearing for the weekend from 16:30

I support @andyfzr 's idea to contact support NOW, otherwise it might be next Tuesday before he gets a response.

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[#2]

Good idea, @outcast - but some answers to my questions may help us to help him in the meantime.

[#3]

I completely understand,  but our questions might be delaying @andyfzr in the vanishing time he has left before the weekend to get Plusnet to take a look.

We can always ask questions about speed tests and cables etc in an hours time once any hope of Plusnet support has gone.

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[#4]

There's me thinking that plusnet contact hours for support is 08:00 to 20:00 7 days a week

[#5]

I've tried a few tests, even the Plusnet one. It seems to be getting slower. It's a hub 2 that I've had for a while. I've tried resetting and checked cables. Maybe like someone said, it's not set up at their end. It was only done this morning. I've logged in to Plusnet but it says there's been m error cos I'm in the middle of switching deals. I'll just have to give it a day or two and see if it sorts itself out. Thanks for helping help

[#6]

@andyfzr 

One the Hub two can you check the correct broadband username is being used?

From the Hubs Home page navigate >Advanced settings >Broadband it should be <youraccountname>@plusdsl.net using the same password as the members centre login

[#7]

@andyfzr There is definitely something wrong, but can you please confirm that the Ethernet cable between the ONT and Hub is solidly connected at both ends, and into the WAN port on the Hub? Are you testing via wireless or Ethernet connection?

[#8]

All wires are ok and I'm still using my original password. I'm using wireless to check an I know that's not ideal but it should still give me a reasonable idea of speed. I'll try with ethernet cable from laptop later

[#9]

OK. Something is wrong, though - an FTTP connection should either give the correct (or very close to) speed, or none at all.

[#10]

Hub2 original router from my old internet and not had no contact from plusnet yet

[#11]

Yes it's in wan and testing with phone which I know isn't ideal but should still give me a reasonable idea. Will try laptop later plugged in

[#12]

If you call THEM,  they will be able to test the speed that they can see to your new ONT and check everything is OK.

If THEY can see a 300/50Mb connection at your ONT,  then the speed issue is probably with your equipment.

If THEY can't see 300/50Mbps. they can investigate the issue, or initiate a circuit rebuild for your account - before the weekend

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[#13]

It says I'm in the middle of a product change when I log on so I'll wait and see what it's like over the weekend and call them Monday if it's not sorted

[#14]

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@andyfzr wrote:

...  testing with phone which I know isn't ideal ...

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@andyfzr 

If you insist on doing wireless testing, whether on a mobile phone or laptop etc,

ensure on the device wireless network status that the WiFI is connected using the 5GHz frequency band,

as the available bandwidth will be higher, and reduces channel sharing from neighbour's routers, compared to 2.4GHz.

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[#15]

@andyfzr 

One last thing you could try for very little effort - which MIGHT reveal something

Using the mobile phone registered on your Plusnet account as your contact number,  try this -