Unlimited Fibre Extra upgrade stuck in limbo

[#1]

Hi,

A fortnight ago I accepted an upgrade to Unlimited Fibre Extra. A confirmation email on the 9th September stated that this would change over on the 10th September.

However, this has not taken place: I'm still connected at Unlimited Fibre speeds. (First world problems, eh? ;))

The "Broadband" and "Offers and Upgrades" screens on the dashboard claim I'm on the faster package, but the "Home" screen states "Unlimited Fibre", with a contract end date of 1st Jan 1970.

I'm also presented with the following error message:

An error has occurred

There's currently an issue with your account, meaning you can't make any changes to your services. Give us a call on 0800 432 0200 and we'll see if we can help.

I did give the team a call last week, and was reassured everything was fine, but I can't help but feel like something's gone wrong.

Cheers,

Dan

[#2]

The error seems a common one for quite a few people, as for the upgrade - post the results after putting your number in the BTW DSL Checker.

Make sure you hide your phone number as it is a public forum.

Could you also post the router Help Desk tab, found by logging in to it and going to Advanced/Troubleshooting/Help Desk - hiding your username.

[#3]

Moderators Note

This topic has been moved from Fibre to My Order

[#4]

Hi @dan_m,

I'm sorry to hear that you're experiencing issues with your speeds following the upgrade. I've tested your line this morning and whilst I can see there's been a slight improvement since the upgrade completed, the speeds haven't reached the full potential the line can offer. With that having been said, I'm also not detecting any interference or other external factors that would explain why the speeds haven't steadily improved, meaning we may need to get an engineer out to have a closer look at things. Before we do that however, please could you try setting your router up in the test socket in the property and report back once you've done so? For reference, we have a guide on how to do this here.

[#5]

Hi TheMightyAJ,

Thanks for bearing with me: I had to find an opportunity to do this that wouldn't be too disruptive.

I'm plugged into the test socket, and I'm connected at 44 Mbps down, and 13 Mbps up. I agree that this is faster than I had before, but yeah: not quite what that Openreach tool suggests is available.

Per user Mustrum, here's the output from the Helpdesk screen:

1. Product name:	Plusnet Hub
2. Serial number:
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 12/03/20
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:07:54
6. Data rate:	13872 / 44134
7. Maximum data rate:	13872 / 46644
8. Noise margin:	5.8 / 6.1
9. Line attenuation:	20.0 / 18.8
10. Signal attenuation:	19.7 / 18.8
11. Data sent/received:	2.0 MB / 10.4 MB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

[#6]

Edit: Duplicate of above output

[#7]

@TheMightyAJ 

My Helpdesk output appears to being marked as "Spam", so this is attempt #3 at replying to you:

I'm connected via the test socket. 44 Mbps down; 13 Mbps up. Router Helpdesk suggests max on the line is 46.

Cheers.

[#8]

Moderators Note

Posts released from the spam filter.

[#9]

Hello @dan_m

Thanks a lot for reaching out and I'm sorry to hear that you're having problems with your service. I've run some tests on the line that's showing sync speeds of around 42Mbps, far lower than those expected. While we can't find any underlying issues on the line, what we call a Bridge Tap has been detected on our KBD.

A Bridge Tap is usually detected when there are defects with the internal wiring / set up, or with the wiring around the perimeter..

Going forward, please have a read through our Troubleshooting Guide to see if you're able to resolve the issue sooner. When testing, please remove the faceplate from your Master Socket, and connect your router directly into the test socket which lies behind it. Avoid using any extension cables / sockets too if possible.

Troubleshooting Guide - https://www.plus.net/help/broadband/connection-troubleshooting/

See how you get on, and if the problem persists, head across to faults.plus.net and raise this issue with our Technical Support Team. In the Additional Information section, pop in some dates and times that you'd be available for an engineer visit, our Technical Support Team will then be in touch, though feel free to reach out when you've done it and I'll be happy to get the fault raised with our suppliers.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	43.7 Mbps
Upstream Speed	13.5 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Detected
Estimated Line Length In Metres	531.4
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-09-15T15:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	44.9 Mbps	45.4 Mbps	45.2 Mbps
Up Stream Line Rate	13.1 Mbps	13.6 Mbps	13.3 Mbps
Up Time	2.0 Sec	900.0 Sec	890.4 Sec
Retrains	0.0	1.0	0.0

[#10]

Hi @adam945 ,

Removed the faceplate from the master socket and connected into the test socket: same result.

I'll contact the Technical Support Team. I live in a building converted to apartments, and judging by the rest of the build quality, I can well imagine the wiring is a mess.

[#11]

@dan_m  How did you test when in the test socket?

You probably won't see a difference from a speed test, but from the Help Desk tab has the sync and attainable speeds changed? 

[#12]

@Mustrum From the Helpdesk. My first post from yesterday shows the output.

[#13]

Thanks a lot for getting back to me @dan_m

Yeah if Troubleshooting has not helped, head over to faults.plus.net - raise the fault and let me know, I'll then send it across to our suppliers if I can't spot anything new.