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Newly installed FTTP under 1MBPS

jab1
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Re: Newly installed FTTP under 1MBPS

As @MisterW said in post #21, if it is a provisioning error - which will be on the OR side, due to the way FTTP is provisioned - then a 'circuit rebuild' by OR is the quickest way. It has been done previously.

John
jab1
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Re: Newly installed FTTP under 1MBPS

Having re-read the topic from the start, I am now not quite so convinced it is a circuit problem, as previous tests have confirmed that you are getting 160 at the ONT. The only things after that are the Ethernet cable between the ONT and the Hub, and your equipment. So two questions: (1) Have you tried a new cable (2) do you have anything which can be connected by cable to the Hub? I don't believe two Hubs could have the same issue, so doubt a third is going to make any difference.

John
Dan_the_Van
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Re: Newly installed FTTP under 1MBPS

@jwalowe76 

Are you a new customer to plusnet or have you upgraded from copper. If an upgrade what happened to your previous Hub, hopefully it's turned off and hidden away!?

The broadband username is yours and NOT setup@plusdsl.net?

Which speed tester are you using? 

A thought, it is possible to configure a PC LAN port for a PPPoE connection, the PC LAN port connects directly to the ONT.

What this does is eliminate any of your network from the equation. Assuming you're a MAC user see link for the attached event log

https://support.apple.com/en-lamr/guide/mac-help/mchlp27142/mac 

HTH

James30
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Re: Newly installed FTTP under 1MBPS

@jwalowe76 -  How did Openreach manage to verify that 160MBPS is coming out of the ONT? Did they connect an ethernet cable from the ONT to their tester or a laptop and do a proper speed test? I see you have tried connecting the router to the device with an ethernet cable, can I confirm you have tried another wired device too?

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
jwalowe76
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Re: Newly installed FTTP under 1MBPS

Hi All,

Firstly I'm extremely grateful you're all spending so much of your time trying to solve this issue. To answer the questions from above:

@jab1 yes, all new ethernet cables switched out with the new router. All wired devices we've tried (wife's laptop and two engineer's laptops) show the same. Nothing but my laptop connected to ethernet or on the network on wifi while I'm running the speed tests.  Remember there was a weird patch of a day and half or so when everything worked perfectly. 

@Dan_the_Van, yep I'm a brand new Plusnet customer, no copper service here previously with Plusnet; broadband name is mine and not setup@plusdsl.net; currently using a range of speed tests -  BT wholesale (right now 13ms ping, 13.5mbps download, 20.38 up / Ookla (right now 36ms ping, 0.32mbps download, 28.63 up), and Fast.com (13ms ping, 1.1mbps download, 25mbps up) - worth noting that the speeds I experience are closer to the Ookla speeds - basic websites take ages to load (if they load at all) and our TV can't even connect, which renders it entirely useless not just slow); I'm afraid I wasn't able to connect using PPPoE - I'm not sure which is the password as it's not visible on my router settings.

@James30, yes both open reach engineers took the ethernet cable directly from the ONT to their laptop; my wife's laptop and both open reach engineer's laptops also give the same results as mine.

It seems unlikely to me that two Hubs and two sets of ethernet cables are faulty. Given that the service coming into the ONT is blazing fast the only thing I can think is that it must be som glitch in the profile/provisioning side of things. Openreach say that Plusnet should cease and re-provide while others here say a circuit rebuild form Openreach is the only solution. Neither OR nor PN seem to want to do any kind of full system reset, so I guess I'm stuck with Plusnet and slow speeds until my 30 clock runs out and I can go elsewhere, at which point, presumably, the whole system will be re-provided and hopefully will work. 

 

 

 

Dan_the_Van
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Re: Newly installed FTTP under 1MBPS

I'm afraid I wasn't able to connect using PPPoE - I'm not sure which is the password as it's not visible on my router settings.

The password is the same as used for the members centre login.

jab1
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Re: Newly installed FTTP under 1MBPS

@jwalowe76 you say in response to my query 'yes, all new ethernet cables switched out with the new router. All wired devices we've tried (wife's laptop and two engineer's laptops) show the same. Nothing but my laptop connected to ethernet or on the network on wifi while I'm running the speed tests.  Remember there was a weird patch of a day and half or so when everything worked perfectly. '

Does this mean your wife's machine is connecting at the expected speeds, or am I misreading the response?

John
jwalowe76
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Re: Newly installed FTTP under 1MBPS

Thank you @Dan_the_Van - that was the password I'm trying but it returns the error "

Could not find a PPPoE server for the specified service"

I'm using:

Service name: Plusnet

Account name: my account name @plusdsl.net

Password: my member login password 

jwalowe76
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Re: Newly installed FTTP under 1MBPS

@jab1 Sorry I meant that my laptop, my wife's laptop and the two OR engineer's laptops are all getting the same very slow speeds. 

MisterW
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Re: Newly installed FTTP under 1MBPS

@jwalowe76 a service name shouldn't be needed, try with it blank

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
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Re: Newly installed FTTP under 1MBPS

@jwalowe76 OK, no problem. If the speed at the ONT is OK,  there must be something after that which is wonky, but for the life of me, I can't think what it could be.

John
jwalowe76
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Re: Newly installed FTTP under 1MBPS

@MisterW - thanks. Tried it but got the error "Could not find a PPPoE server."

@jab1 Yes, I'm struggling here too. If there really IS nothing wrong on the supply side from both OR and PN, then it must be the extremely unlikely eventuality that I've had two bum routers/ethernet cables.

 

I've ordered two Cat 8 ethernet cables in exasperation and will let you know what transpires when they arrive tomorrow. I feel the likelihood of two bad ethernet cables is higher than two bad routers but even that seems unlikely. 

 

Again thanks all for your help. I'm off for a drink and will check in again tomorrow.

MisterW
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Re: Newly installed FTTP under 1MBPS

Tried it but got the error "Could not find a PPPoE server."

@jwalowe76 that would indicate it's getting no reply to the PADI request

That would put the fault squarely in Openreach' territory.

But if that's the case then you wouldn't be getting any connection at all with the Plusnet hub

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Dan_the_Van
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Re: Newly installed FTTP under 1MBPS

@jwalowe76 

Don't waste your money on Cat 8 cables, cat 5e or 6 will do.

"Could not find a PPPoE server."

Have you selected the correct network interface?

jwalowe76
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Re: Newly installed FTTP under 1MBPS

Two brand new cat8 Ethernet cables arrived (yes, overkill I know).

Wired speed test results as of around noon:

BT Wholesale Speed test: ping 14ms, 0 download, 0 upload

Ookla: ping 26ms, 0.07Mbps down, 12.66 up

Fast.com: ping 105ms, 0.04Mbps down, 26Mbps up (!)

I'll try PPPoE again in a mo'