topic Re: Unannounced/unwarranted change to my broadband package. in My Account/Billing

Unannounced/unwarranted change to my broadband package.

Steeledge — Sat, 01 Oct 2022 08:47:08 GMT

Hi, recently, maybe a week ago, I noticed my internet speed to take a sudden dip in speed, I was getting a consistent 27mbps - 32mbps which was the package I signed up for when I joined, and now all of a sudden it wont even break 10mbps.

I later logged into my account to see if I could get any help with the issue to all of a sudden notice that my package has been reduced to 8mbps. Any reason for the unannounced change to my broadband package? It still says I'm eligible for the 32mbps speed but I can't even alter the package or upgrade in any way.

Any help to solve this issue is welcome, otherwise I'll have to wait until Monday to see if I can contact the helpdesk.

tldr. My broadband package changed without me knowing and I'm now paying for a service I did not sign up for.

Re: Unannounced/unwarranted change to my broadband package.

jab1 — Sat, 01 Oct 2022 08:53:06 GMT

@Steeledge Can you post a screen shot to illustrate this, please?

Re: Unannounced/unwarranted change to my broadband package.

Steeledge — Sat, 01 Oct 2022 09:17:00 GMT

Thank you for replying.

This attachment is my email from them.

Re: Unannounced/unwarranted change to my broadband package.

Steeledge — Sat, 01 Oct 2022 09:17:34 GMT

And this is on my account.

Re: Unannounced/unwarranted change to my broadband package.

Steeledge — Sat, 01 Oct 2022 09:18:32 GMT

Here you can see my line speed is over 30mbps.

Re: Unannounced/unwarranted change to my broadband package.

jab1 — Sat, 01 Oct 2022 09:22:14 GMT

What is on your account does not make any sense. Can you please post a copy of https://www.broadbandchecker.btwholesale.com/#/ADSL , and the results of the Advanced Diagnostics from: https://speedtest.btwholesale.com/

Also, the Helpdesk page from your Hub would be useful.

Re: Unannounced/unwarranted change to my broadband package.

Steeledge — Sat, 01 Oct 2022 09:43:16 GMT

Here is my broadbandchecker

Re: Unannounced/unwarranted change to my broadband package.

Steeledge — Sat, 01 Oct 2022 09:43:53 GMT

And my speedtest

Re: Unannounced/unwarranted change to my broadband package.

Baldrick1 — Sat, 01 Oct 2022 10:54:59 GMT

@Steeledge

There has been no change to yout 'package'. There has been, or still is, a problem on your line that's resulted in this slow down. It might not need anything but a DLM reset.

Have you tried a factory reset of your hub? To do this push a paperclip or similar in the reset hole in the hub. Keep the switch closed for about 30 seconds.

The changes trecorded in your account will be based on the speed that you have been getting recently, not a change to your contract. When you signed up you will have been given a minimum speed guarantee, how does your current speed compare with that?

If the reset doesn't work start by reporting a fault, see https://www.plus.net/help/report-a-problem/

As the problem has probably been around for a bit this might not pick it up. If this is the case you can only wait to see if a Plusnet staffer comes along or ring in.

Re: Unannounced/unwarranted change to my broadband package.

jab1 — Sat, 01 Oct 2022 11:19:13 GMT

@Baldrick1 I tend to agree with what you have said above, but the BTW screenshot appears to be (a) showing incorrect attainable figures in comparison to the OP's message from Plusnet re: attainable connection speed, and also seems to be missing some detail -possibly caused by using the Post Code rather than the telephone number?

My request for the Help Desk data seems to have been ignored.

Re: Unannounced/unwarranted change to my broadband package.

RealAleMadrid — Sat, 01 Oct 2022 11:35:40 GMT

@Steeledge Virtually all the speed information you have supplied are just estimated speeds from Plusnet. Including the confusingly named Current Line Speed, it isn't a speed at all but a legacy Plusnet profile that is only active if you have a static WAN IP address.

The first thing to check when speeds are lower than expected is your router sync speeds which will be found as @jab1 has said on the Hub helpdesk page

Re: Unannounced/unwarranted change to my broadband package.

Baldrick1 — Sat, 01 Oct 2022 11:45:34 GMT

@jab1

I agree that the help desk info (assuming that this is a Hub 1) would perhaps provide clarification , the bottom line is that the contract has a MGAL of 22 Mbps and Plusnet’s records are indicating that the line is delivering 7-8 Mbps. Therefore not withstanding the accuracy of the various estimates @Steeledge might as well just report a fault.

Re: Unannounced/unwarranted change to my broadband package.

jab1 — Sat, 01 Oct 2022 11:50:17 GMT

True, @Baldrick1 .

Re: Unannounced/unwarranted change to my broadband package.

Steeledge — Sat, 01 Oct 2022 23:23:37 GMT

Sorry for the long reply and thank you for trying to help, I work nights so I ended up falling asleep. I can't seem to access my hub from my computer, but that's a firewall issue, I can get on it on my phone but I can't find anything on there that is labelled helpdesk, my hub is hub two so I don't know if anything is different because of that. There's a 'help' tab in the normal menu but that just takes me to the plusnet website, in the advanced menu there's 'Technical log' so I'm wondering if it is that?

I've tried a factory reset and that hasn't changed anything. But it is nice to know my package has not changed and it seems to be a technical fault.

Re: Unannounced/unwarranted change to my broadband package.

jab1 — Sun, 02 Oct 2022 07:10:03 GMT

@Steeledge As you have the problems you mention, my best suggestion is: Check your phone line for noise - dial 17070 from a (preferably corded) phone and select option 2 - after the initial confirmation of your number, the line should be totally silent apart from the regular 'Quiet Line Test' message. Any noise, report a phone fault via: Report your landline problem | Help | Plusnet ,

If the line is clear, then report a Broadband fault via: Report your broadband problem | Help | Plusnet

Let us know the result.

Re: Unannounced/unwarranted change to my broadband package.

Steeledge — Sun, 02 Oct 2022 09:28:55 GMT

@jab1 @Baldrick1 @RealAleMadrid I got an engineer to come out later this week, seems to be a problem with the network.

Thank you all for your replies, it helped sort out a lot of my confusion. I'll update as and when the engineer has seen to it.