Upgrade error

[#1]

@Baldrick1 You could be correct, although I am reading those figures slightly different, as in they are based on an 80/20 Fibre Extra supply. AIUI, the OP is on 40/10, and a distance from the fibre cab.

[#2]

@Warey  Yes I agree with @Baldrick1. Your speed is way below expectations, and looks suspiciously like the line has been banded (capped) at 25Mbps. With the estimates from the checker showing around 60Mbps you should certainly be getting a sync speed of 40Mbps on Unlimited fibre.

Could you post your router stats, obscuring your username and any other personal info from the router Help desk page or advanced diagnostics depending on the type, I can't give you more details as I don't use ISP supplied routers but there is more info on the Help and Support pages on the member centre website.

You need to get this low speed issue fixed first, there is no reason why you shouldn't be able to upgrade to Fibre extra.

Edit  @jab1  Just seen your post, the checker result is line based, and knows nothing about the service on it, so a 40/10 service should be syncing at full speed. Fibre extra should go considerably faster.

[#3]

@RealAleMadrid I totally agree we need the Help Desk page from the OPs Hub, but my reading of that BTw screenshot is that they are a considerable distance from the fibre cab, and given the 80/20 expectations on there I don't think the current 40/10 figure is that far out.

[#4]

@jab1 Not sure why you think the OP is a long distance from the cab, did you actually read the edit in my previous post? As @Baldrick1 mentioned the OP's speed is below the Handback Threshold which is a fault condition. The checker speeds apply to any service on the line, obviously a 40/10 service can only sync up to those maximum speeds which the OP's line isn't doing but should be. As I said it looks like a banded line.

I believe you are interpreting the checker result incorrectly, the 40/10 service speeds are not some proportion of the checker estimated speeds. 

[#5]

@RealAleMadrid Sorry, we appear to be at cross-purposes here. The figures quoted in the BTw checker are clearly based on an 80/20 provision and the copper length has clearly been taken into account there - otherwise why would it give such low estimates? The handback is similarly based on an 80/20, not 40/10 provision. Unfortunately, the checker these days only  seems to quote 80/20 expectations, which doesn't help on a 40/10 connection. IIRC, at least when I was switching ISPs, it also quoted the equivalent 40/10 figures.

In any case, unless the OP explicitly tags me on here, I'll leave the topic alone.

[#6]

@jab1 The DSL checker used to give clean and impacted estimates. it has never given 80/20 & 40/10 estimates.

eta: it still does clean and impacted estmates.

[#7]

@Browni It still does. 😉 in that case, maybe I'm remembering something else, but no matter.

[#8]

see my edit

[#9]

@jab1 Sorry I've got better things to do than argue over this but as far as I am concerned the checker has never given different estimates for the 80/20 & 40/10 services and it is giving estimates based on the line length and other factors which apply to all services on the line. The estimates are in no way based on 80/20 provision, I have no idea where you have got that from. The OP's line is capable of around 60Mbps which I would say is quite a high speed not a low estimate, so unlikely to be a long line.

Sorry to say it but your post (msg#20) is in my opinion totally incorrect.

[#10]

I see both sides of the debate. The checker provides speed estimates based on the line length, which can only be fully achieved if the fibre product is 80/20.

As the estimates are 44mbps to 61.7mbps, there’s no guarantee the line will be able to reach the top end. 

Doesn’t look like it’s the shortest line, but definitely not the longest either. 

In any case @Warey if you’re only getting 20mbps, it may be worth raising a fault at https://www.plus.net/help/report-a-problem/broadband/

[#11]

Hi, router info attached, not sure what router info is relevant. 

[#12]

@Warey Thanks for that - taking the shots in order (1) you appear to have only been connected just over 1 day, which suggest you are having xDSL disconnections - not good. (2) you appear to have been connected for 39.1/2 days, which is better - but does not correspond with (1) above - Imust be missing something @RealAleMadrid  /  @Baldrick1  / @Gandalf ?

We would be very interested in the result from the 'Troubleshooting' tab, please.

[#13]

@jab1  It tells me two things.

1. There is a slow connection that, as previously stated, needs reporting as a fault. I see little advantage in considering the two secreen shots, presumably they were captured some time apart.

2. @Warey has connected another router (Archer C60) to the hub  presumably to improve wireless. Unless the Archer is connected in bridge mode then this will introduce double NATing and potentially another unrelated problem.

[#14]

@jab1 Slightly off topic; from my observations.

Internet Connection Configuration >Connection Time - this is the time the broadband user has been logged in. This will be the Network uptime.

DSL Line Status >Connection Time - this is the time the Hub One first detected a cable with a DSL signal connected. This will be the System uptime.

If the Hub One detects a WAN connection then DSL Line Status is replaced with WAN Status.

So your observation is correct there was a DSL disconnect 1 day 8:52:29

Dan

[#15]

@Dan_the_Van 

Thanks for that. Every day is a school day.

@Warey 

When you renew your contract ask for a Hub 2. When you get it, set that up in bridge mode and it will remove the double NAT whilst giving you the full functioality of the Archer router.