Newly installed FTTP under 1MBPS

[#1]

Thanks - I copied and pasted last night as my connection was so slow that it wouldn't send the attachment. Please find as requested.

[#2]

Thanks for that. I haven't got time just now to look, but will when I have, or maybe someone else will pick it up.

[#3]

@jwalowe76 there's a lot of frequent wifi device connection/disconnection in that log.

Have you got a device that can make a wired (ethernet) connection to the router ?

The results of a wired speed test should define whether the problem is with the actual FTTP connection OR is just a wireless issue ?

[#4]

Thanks for all your help everyone - small improvement to speed this morning:

Ethernet wired speed now a blistering 3.80Mbps download, upload 28.50Mbps.

The Openreach engineer is about to arrive - I'll update later with their conclusions!

Thanks

James

[#5]

Okay an update:

- very nice Openreach engineer came and once more ran through all the tests: ONT working perfectly, perfect signal etc. still only 3.89Mbps down and 28.57 up (wired connection).

- She spent about an hour on the phone to Openreach Second Line who did all the possible tests they can also do.

- Her report and Second Line's report now going to Plusnet, with the instruction that they should "cease and re-provide". She advised that I should call them tomorrow to give the time for the reports to get in and ask for "cease and re-provide" if they don'f offer it. 

I really do appreciate everyone's help with this issue. As you can imagine it's deeply frustrating as I'm now unable to work from home.

[#6]

Her report and Second Line's report now going to Plusnet, with the instruction that they should "cease and re-provide". She advised that I should call them tomorrow to give the time for the reports to get in and ask for "cease and re-provide" if they don'f offer it. 

Surely, if Openreach 2nd line think it's a provisioning issue, then they can do a 'circuit rebuild' themselves rather than 'bat' it back to the ISP to do a cease and reprovide ?

[#7]

My thoughts also, @MisterW  - and I would have thought that would be quicker?

[#8]

Yeah - I have no idea about these Dark Arts I'm afraid. All I can say is that all three Openreach engineers that have been here have been extremely kind, patient and persistent. 

[#9]

[CSA Removed] from the PN helpline called me back yesterday afternoon - they have now escalated the problem and I’m due a call from another team.
Meanwhile, I got an auto email from Plusnet saying I’ve now had two weeks of 160mbps…

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[for the pon that jwalowe76 is connected to/. Each connection will have a profile of sorts to tell the olt what timings to allow the ont to talk, obviously if you are on 1gbit it will be more than 160mbits, explaining this in the most simplest way.]

I'm no longer a customer of PN, but it does look as if the pon database needs to be rebuilt, for the pon that jwalowe76 is connected to/. Each connection will have a profile of sorts to tell the olt what timings to allow the ont to talk, obviously if you are on 1gbit it will be more than 160mbits, explaining this in the most simplest way.

it could be a database error or something wrong with the olt connection.

[#11]

Hi @jwalowe76 

I think I might have spotted what's caused this

I'm just trying to see how we can get it fixed

[#12]

Any clues, @MatthewWheeler ? 😉

[#13]

Thanks Matthew! Your help is very much appreciated.
Also apologies for naming a PN customer service rep - it was to acknowledge his help and that he called back! I wasn’t aware of the forum rule but am now.

[#14]

Any ideas @MatthewWheeler? One of your CAT team is about to call and I’d love to hear if you can shed any light!

[#15]

Well to say I'm frustrated and deeply disappointed is not even close.

The man from the CAT team called me. He won't do a cease and re-provide and can't even see Openreach 2nd line's report. He won't call them either as "he can see everything in their system".

He tracked down @MatthewWheeler who apparently now doesn't have a possible solution after all.

So now it's time to wait for a new router (my third). If that doesn't work then - you guessed it - yet another open reach engineer visit.

I want to end my contract today as I'm so below 80mbps that the internet is unusable, but have to give them 30 days to sort the problem.