Broadband server advice

[dr fox]

Our property has only a few houses in the street and built around 42 years ago. 

When we moved here 12 years ago we tried to transfer our internet provider who were Virgin Media although we were unable to do so because there was no cable in the street according to them.  So we went with BT .  We used the internet for browsing the internet although we now have teenagers who are into gaming so speeds etc.. meant nothing,  and I actually still haven't got a clue !!

 

The reason that there was no cable was due to an old neighbour at the bottom who refused (Private Road).

 

We changed to Plusnet  around 4 years ago and been having issues with the internet for a while now. 

We have ran a speed checker  now and again over the past 4 weeks and we are always getting download speeds between 10 - 15Mbs although Plusnet have estimated between 20.5 and 35Mbs on our Contract.

 

We have Unlimited Fibre with them.  Decided to do an online chat and this is a copy and paste of some of the chat:

Have deleted our names. 

 

Are you able to advise if we have fibre  in our street as we were guaranteed that we did by plusnet 

Plusnet: you do have fibre to the cabinet: 

Plusnet: as your line is fibre enabled

Ok thanks. does that mean that the fibre is not in our street ?
Plusnet: no its to the green box

Plusnet: for it to be on the street it would be Fibre to the Property

 Plusnet: but hardly any houses have this available as it is still a new product

 

We tried to change today to another provider today and they confirmed it was fibre but only up to exchange and it will be via telephone wires from exchange to your house.

 

So wondering if anyone could shed a light on this being the correct product we have been paying £35 per month for (Plus phone)

ie.  Should we be paying for fibre when it stops at the exchange which is 1.3 miles away from our house or should it be broadband if there is still such a thing.  

 

Thanks

 

 

 

 

[fkofilee]

Arhhhhh this is my domain as a Telco Engineer... 

 

FTTP is a very rare product at the moment. FTTC is an interim product in its current capacity until the UK is full Fibre and is actually to the PCP (Cabinet) more than likely at the end of your street. 

Fibre connectivity on FTTC is either 40/10 or 80/20 

 

You are paying for FTTC which is the correct prices. Sound like you have a fault.

If you have a landline, dial 17070 and get your Telephone number and press Op 2 for a QLT (Quiet Line Test) Do you hear Crackling etc? 

 

[dx100uk]

sounds like they are direct to exchange FKO.

 

so if they are they aint doing bad getting upto 15MBs for that copper distance.

[fkofilee]

FTTC is to the Cab only. Fibre to the Exchange doesnt work ^_^

You cant get 35 MBPS on a ADSL2+ its limited to 24 MBPS per Sec Down and 1.3 MBPS Per second up. The speed estimate would be correct for FTTC. Fibre is served to Every Exchange  - Thats how they move traffic along their networks. 

 

Also Plusnet wouldn't be able to provision or bill Fibre if they were on ADSL. 

 

[fkofilee]

Sorry OP didnt mean to get technical but seems like you need some help.

 

Due to the age of the connection - Do you have one of these in your house?

 

[BazzaS]

Agree with fkofilee

 

if you think Plusnet are fibbing, put your details in on BT’s broadband website.

See what it offers you.

 

Are your speed tests done by wi-fi connection to your router, or direct wired connection?

[dr fox]

Lol.....yep going to have to read all posts again and slowly......Will reply in a bit

[fkofilee]

Okay OP - We will stop posting for now - Come back in a bit when youve checked everything and let us know the results.

[dr fox]

12 minutes ago, fkofilee said:

Sorry OP didnt mean to get technical but seems like you need some help.

 

Due to the age of the connection - Do you have one of these in your house?

 

We did have one like that 2 years ago although there was a fault so they sent out a new one .  Ive done the phone test and no Crackling .

 

 

[dr fox]

15 minutes ago, BazzaS said:

 

 

Are your speed tests done by wi-fi connection to your router, or direct wired connection?

Connected to router via cable

[fkofilee]

Do you still have one now?

[dr fox]

I have this

[fkofilee]

Does that plusnet router connect into the BT Socket directly or through another box?

[dr fox]

yep into bt socket

 

sorry we have a filter adsl ??

[fkofilee]

Okay Cool  Does the socket have a dangly thing connected to it or are there 2 ports on the BT Socket?

 

[BazzaS]

Or only one socket and no ‘dangly thing’?

 

(missing micro filter, and not plugged into master socket is a possibility...... *editdd to add * but have just seen there is a “filter adsl”)

Edited September 19, 2019 by BazzaS

[fkofilee]

You have a Microfilter - Do you have a spare you can swap it out with? 

Also consider testing plugged directly into the router. Google Speedtest. 

 

Also remember that speeds drop at Peak Times like now - This is because more people use the Network. 

 

If you cant figure it out... Speak to Plusnet and ask them to run some line tests. PSTN and TAM Testing. That way the can detect for a variety of things. 

 

HR Joints, Dis in Networks, Battery Con Faults, Crossed Lines, Voltage Impurities... 

 

 Dont worry - you dont need to understand all of the above... Plusnet should do though... And site of the above means BT. 

But be warned, if BT come out and find its your kit then you risk £160 + VAT as a charge if its an SFI Engineer (Broadband - Youre reporting slow speeds)

 

Examples of Sockets and Filters below;

 

This is a filtered faceplate... No need for a Microfilter  Plusnet router will connect to the left socket... The rest you get the idea...

 

 

Filter with faceplate is below

 

 

[dr fox]

Yep we have a spare micro filter.   Off work tomorrow so will give it a bash in the morning and see if theres a difference.

 

Much obliged for the help. 

[fkofilee]

YW

[dr fox]

update:  Tried with new micro filter and still no difference in the speeds.  Called plusnet and they sent this  although looks like there was interference in the line which i never picked up 

 

Edited September 20, 2019 by dr fox

[fkofilee]

Standard BTW response for stuff. 

Get the Voice Fault looked at - Did they arrange for Openreach to investigate already?

 

[dr fox]

Update:

Engineer came out and showed us the distance from the cabinet to our home and the speeds that we were given were not achievable,  There is a problem with the router as well and plusnet wanted  £106  to replace because we were out of contract.  Their attitude over the phone was shocking and the guy was very sharp and cutting.  We usually found them to be very helpful so sounds as though this guy has had a bad day

So we cancelled 

[fkofilee]

Bad CS means people will leave... 

Why did you cancel? Who are you going with? 

 

[dr fox]

1 hour ago, fkofilee said:

Bad CS means people will leave... 

Why did you cancel? Who are you going with? 

 

Dont know who we are going with yet,   going to have a look online tonight.  I run a small business so going to have a look at business deals as well.

 

The reasons we left were mainly because of the way we were spoken to.  They were not very helpful with regards to the replacement router ,  and then when we got transferred to the cancellation department they were willing to wave the charge so why not just do that in the first place. I know thats standard practice so you dont leave with any company but that really irritates me. 

 

Then theres the speeds that they have admitted were below their estimated speeds.  

 

Yes its business and all about making money but we have been customers for years and our full family also have our mobiles with them as well.  

[fkofilee]

Don't cancel then... Get a replacement router and raise a formal complaint accordingly

If you cancel, you'll be without broadband and potentially need to pay £99 for a new install / line restart

 

You can transfer your service under OFCOMs rules.