Upgraded to Unlimited Fibre speed unchanged.

[#1]

Conected the new router today conected fine with out problems, but the speed has not changed, still at 5Mbps.

Is there anything that we can do to improve the speed? We thought it would work straight away or do we have to wait for it to settle down?

Thanks

[#2]

@Spectacles Welcome to the forums. I assume this is a switch from ADSL to FTTC? Have you been advised that the FTTC connection has been completed?

[#3]

Thanks for the reply.

I cannot see anything in any of the emails about FTTC connection. We were told it would will change over on 29th October 2021, but we only received the router today, do you know how long it takes for the connection to take?

Thanks

Andrew

[#4]

OK. Can you post the 'Help desk' tab from your router please, obscuring any personal details? the picture below should help you find the information requested.

[#5]

Thanks

[#6]

[#7]

According to that, you are still connected on ADSL, and as an aside, your downstream SNR margin is very high.

[#8]

Thank you for that, do I need to ring Plusnet to get it changed over or will they let me know when it has been changed?

Andrew

[#9]

What did the email advising you of the changeover date actually say? It looks like BT/OR have not connected you to the Fibre cab yet?

It is possible a PN staffer will pick this up tomorrow and update you on the situation.

[#10]

We've received your product change request and have now started the process of moving your products to:

• Broadband package: Unlimited Fibre   • Phone package: Evening and Weekends   • Contract: 18 months   • Hardware: Plusnet wireless router

This will change over on 29th October 2021 and your new cost per month will be £26.71.

[#11]

Ah, thanks for that. It looks like they have either forgotten to action this, or there may be a BT/OR engineer problem - they do need to physically go and make changes at the cab, and there is sometimes a shortage of resources.

You could ring them tomorrow, but as I said, the chances are a PN Help Team member will pick this up - sometimes more productive than the first-line phone support.

[#12]

Thanks for all your help, i'll wait to see what happens tomorrow.

Thanks again.

Andrew

[#13]

Hey @Spectacles

Thanks a lot for reaching out and I'm sorry to see the problems you're having here. No need to call in though, I've had a look at the fibre upgrade order and can see that while we requested a completion date of 29/10/2021, Openreach have had to push this back to 08/11/2021 due to fibre engineer availability. No one will need to come to your property, it's just work to be done at the cabinet.

Our billing system knows of this delay, so you won't be getting charged for a fibre service that you don't have. Please feel free to let me know if you have any further questions.

[#14]

Hello

The change over has now taken place, but the speed is only 18Mbps no where near the promised minimum of 30.9Mbps. Will the speed increase, or is there a problem

Andrew

[#15]

Hi Andrew, I've tested your new fibre service and the tests are showing what's known as a bridge tap which is generally a wiring issue. Could you try plugging your router into the test socket explained Here making sure you aren't using extension cabling between the router and the telephone socket? Let me know how it goes.