topic Re: Contract cancel due to low speeds, instability and continually hanging of service in My Account/Billing

Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 13:02:23 GMT

How do I initiate a contract termination due to the speeds being below what is stated in contract renewal. Service is extremely unstable. I have to do a reset and/or text HELP and REFRESH twice a day to get the service back up and running.

At contract renewal 3 to 5 weeks ago I was told by someone from technical support that the line would be monitored to see if there were any inherent problems. Tried again today to get tech support engaged to look into it but frankly the tools they use to diagnose problems are pitiful. And no it doesn't matter that there are 20 devices connected to the router as half of them are dormant and asleep most of the time

We have now been using hot spots from our phones to drive the TV and other devices as the service is not fit for purpose. This has been ongoing now for about a year. A "fix" is applied but the service, over time, just degrades until it is unusable.

Thanks in advance for any help.

Re: Contract cancel due to low speeds, instability and continually hanging of service

Townman — Thu, 19 Jun 2025 14:26:01 GMT

In order to terminate service due to not receiving the minimum guaranteed speed, you must...

Formally report the issue to the ISP
Cooperate with the ISP to investigate the issue
Allow 30 days for the ISP and their suppliers to attempt resolution

See

https://www.plus.net/help/broadband/fix-broadband-problems/
https://www.plus.net/help/report-a-problem/
https://www.plus.net/help/legal/terms/

5. Speed

5.1. 10 days after your service is up and running you're always getting broadband (references to ‘broadband’ in this section 5 includes broadband, fibre and full fibre services) speeds lower than the estimated speed range we provided when you signed up, we'll try to improve its speed.

5.2. If, after following our instructions to improve your broadband speed, your speed is still regularly lower that the "Minimum Guaranteed Speed" we provided to you'll be entitled to end our agreement for the service without paying early termination charges if the fault can't be resolved within at least 30 days. However, we'll not refund you for your use of our service during the period between the date we got you up and running and you ending our agreement.

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 17:00:19 GMT

Thanks for the reply.

I will progress accordingly.

It took me 2 minutes 35 secs to sign into Plusnet website and then another 45 secs to get into the community.

Last speed test showed 560kbps and then up to 1Mbps.

When trying to carry out the upload test it showed this message.

"Could not reach our servers to perform the test. You may not be connected to the internet"

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Tue, 24 Jun 2025 10:39:56 GMT

Help Assistant

Your questions

Question #248563413 - Your Feedback

< Back

[CSA Removed] - CSC Analyst

9:28am, Thursday 19 Jun 2025

Dear Mr Mavor,

Thanks for your call.

I will give you a call back later on this morning to determine what is causing your connection issues.

Kind regards,

[CSA Removed]

Second attempt to report. First was on the 13th May as noted in the other reply.

I will give Plusnet another 3 working days to respond and resolve and then escalate to next step.

Moderators Note: CSA name removed as per Forum rules

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Tue, 24 Jun 2025 10:41:48 GMT

We've opened a Question on your account

Hello Ken,

Account username:

Our Support Team have opened Question 247871718 to track an issue on your account.



	Dear Mr Mavor, Plusnet: I tried to call you today to check on the connection. If you still experience any issues, give us a call or text us back on 0800 079 0424. Kind regards, [CSA Removed] [Email notification sent to:]

What happens next?


You can follow the progress of this Question online and add information if you need to.

First report on the Tuesday 13th May and was told everything looked fine.

Moderators Note: Personal information removed and CSA name removed as per Forum rules

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 17:10:28 GMT

There is absolutely no way to actually update the fault report online as they suggest.

Re: Contract cancel due to low speeds, instability and continually hanging of service

Windings — Thu, 19 Jun 2025 17:18:53 GMT

@KenMavor Hi there,

Sorry to hear about the slow speeds and intermittent drops you're receiving.

For clarification, no right to leave timer has been started as a fault hasn't been actually opened upon looking at your account and previous calls with advisors.

All in house checks need to be performed over the phone with us and if all checks prove to be unhelpful, we would then open a fault and book an engineer to take a closer look into this for you.

I'm more than happy to pick this up for you and give you a call tomorrow at a time that suits you? I'll go through all the checks with you and if worst comes to worst there's no improvement, ill book the engineer for you and start the right to leave timer.

From what i've seen so far looking at your line, it does seem to drop connection from the router once or twice somedays, and other times it'll stay active for a couple days before eventually dropping connection again.

Either way, lets have a crack at this together tomorrow and try get this sorted!

All the best

Re: Contract cancel due to low speeds, instability and continually hanging of service

jab1 — Thu, 19 Jun 2025 17:25:51 GMT

@KenMavor Not trying to tread on @Windings (or anyone else’s) toes, but which router/service do you have?

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 17:35:52 GMT

Hiya.

Plusnet Hub 2.

Unlimited Fibre inc. Line rental

But there is either a 2 to 3km piece of copper wire between us and the fibre box in the nearest village OR it's 6 to 8km copper wire to the nearest exchange.

I would love to know which one it is.

Re: Contract cancel due to low speeds, instability and continually hanging of service

bmc — Thu, 19 Jun 2025 17:46:09 GMT

@KenMavor

If you put your number in the following it'll tell you the cabinet you're connected to on which Exchange. It'll also tell you your expected speeds. I doubt it's there but does WBC FTT appear in the left hand column?

https://www.broadbandchecker.btwholesale.com/#/ADSL

Brian

Re: Contract cancel due to low speeds, instability and continually hanging of service

jab1 — Thu, 19 Jun 2025 17:52:18 GMT

If you are on FTTC - which you are, it is the 2-3km connection to the cab that counts. As you have a Hub2, is it possible to post the Technical Log - obscuring personal details, and attach a .csv version of your Error Log?

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 18:05:03 GMT

At any moment in time the speed could be 15Mbps or 0Mbps.

It is that unstable. After 8pmish most days it's unusable.

First thing in the morning it's also unuseable.

I have to reset regularly to get any sort of service.

Three photos showing the tests in the late afternoon and early evening.

I also have a video as I tried to sign into the Plusnet website....took 2 mins 35 seconds. A lot of that was doing nothing.

Re: Contract cancel due to low speeds, instability and continually hanging of service

jab1 — Thu, 19 Jun 2025 18:10:56 GMT

@KenMavor The information I and @bmc requested would be very helpful.

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 18:13:37 GMT

Tried what you suggested on the website.

Does nothing.

Type in phone number and goes nowhere. Looking for either the Access Line Id or the URPN.

Re: Contract cancel due to low speeds, instability and continually hanging of service

bmc — Thu, 19 Jun 2025 18:16:05 GMT

@KenMavor

Try the address version. Enter your post code and select your address from the drop down list.

Brian

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 18:18:47 GMT

Two files attached.

Technical log and information log.

Will go look for the error log as well.

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 18:31:30 GMT

Website doesn't like Google Chrome.

Tried Firefox and works fine. Go figure.

No FTTP it seems so I suspect I am not connected to the local fibre cabinet in the village but still through the copper acble to the Westhill exchange some 6 to 7kms away.

Screenshot attached.

Re: Contract cancel due to low speeds, instability and continually hanging of service

jab1 — Thu, 19 Jun 2025 18:37:52 GMT

@KenMavor You are connected to your 'local' FTTC cab, but it is long way away. However, the event log you provided earlier looks horrendous, the number of DSL drops, and your SNR figures indicate a major issue with your connection.

Re: Contract cancel due to low speeds, instability and continually hanging of service

KenMavor — Thu, 19 Jun 2025 18:48:31 GMT

Thank you for confirming my sanity.

Every time I contacted Plusnet everyone said the tests were all fine, speeds were good, no errors seen.

Thanks and goodbye. Contact us if the problem comes back. It's never gone away!!!

I'm also concerned that the twice I have had a fault logged there seems to be no fault logged. Worrying.

"a long way away"....is that a Father Ted reference.

There is a fibre cabinet 2kms away in the nearest village.

The main exchange is at westhill which is about 7kms away.

I think we are still running service through the copper cable to the Westhill exchange which is 7kms away.

The annoying thing is that at each end of our road there is fibre which serves all locations on those roads but it doesn't come along our road.

I think it's time to have a look at Starlink regardless of the numpty who runs it.

Service is just unusable and unacceptable from Plusnet I'm afraid.

Re: Contract cancel due to low speeds, instability and continually hanging of service

corringham — Thu, 19 Jun 2025 19:07:13 GMT

But the connection is shown as 18Mbps down in both the settings and the logs which doesn't tally with the speed tests. It does match the BT speed estimates, and at that speed the connection should be usable.
Are the speed tests done using an ethernet connected computer or over WiFi?

The 18Mbps is above the handback threshold, so Plusnet won't treat this as a speed problem.

topic Re: Contract cancel due to low speeds, instability and continually hanging of service in My Account/Billing

Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

5. Speed

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Help Assistant

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Question #248563413 - Your Feedback

Re: Contract cancel due to low speeds, instability and continually hanging of service

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Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service

Re: Contract cancel due to low speeds, instability and continually hanging of service