topic Re: Broadband speed slower thanis should be. in Broadband

Broadband speed slower thanis should be.

siewierzan — Mon, 29 Aug 2022 14:37:10 GMT

First of all there was a problem with my order. It took aprox. 2 months to go live and probably only because I asked on forum what is going on.

Now after service is live my broadband speed is not as promised. I'm getting max. 40Mbps download and 15upload. I'm on Unlimited Fibre Extra, so speed should be: 44 - 63Mb. I was always getting aprox. 52Mbps with other providers.

How can we solved that problem?

Thanks

Re: Broadband speed slower thanis should be.

siewierzan — Tue, 30 Aug 2022 20:16:17 GMT

Anybody?

Re: Broadband speed slower thanis should be.

TheMightyAJ — Mon, 05 Sep 2022 11:37:16 GMT

Hey @siewierzan,

I'm really sorry that we haven't been able to get back to you sooner about this. I've had a look into the account today and I can see an investigation has been raised now, with an update due in a couple of days time. Should any issues persist during or after the investigation, just let us know and we'll be happy to assist wherever we can

Re: Broadband speed slower thanis should be.

siewierzan — Mon, 05 Sep 2022 18:25:09 GMT

Thankyou TheMightyAJ

Re: Broadband speed slower thanis should be.

TheMightyAJ — Mon, 05 Sep 2022 19:44:10 GMT

No worries, hopefully we can get this all sorted soon

Re: Broadband speed slower thanis should be.

siewierzan — Sun, 18 Sep 2022 17:22:00 GMT

Hi!
There is still problem with speed after engineer visit. Download speed is slightly higher - before 42 now 45/46Mbps.Upload is just 18Mbps.

On one day there was 59Mbps download (first time ever Im on fibre), but next day dropped to 45Mbps again and stay like this all the time

Re: Broadband speed slower thanis should be.

Gandalf — Sun, 18 Sep 2022 17:30:57 GMT

Hi there,

I'm really sorry to see you're still having speed issues. I've tested your line and the tests aren't showing any issues. Upload speed of 18mbps seems normal as the most which your router can get is 20mbps, and you'll always lose a bit of speed as the signal travels between your router and your devices.

As for the download speed, I agree there's an issue somewhere as our tests are showing your router's getting 50mbps which is below where we'd expect for your line of between 62mbps to 80mbps. These "expectations" are found here on our suppliers broadband availability checker https://www.broadbandchecker.btwholesale.com/

Is your hub plugged into the master socket and what type of socket do you have?

Re: Broadband speed slower thanis should be.

siewierzan — Wed, 21 Sep 2022 20:19:46 GMT

Hi Gandalf
My upload speed was always around 18mbps - max I can have on my line.

I'm pretty shure it's not a problem with socket (it's 5C). Cable from socket to router is aprox. 2m long and than cat5 (or whatever it is )to pc - 1m long. Everything worked fine with previous suppliers (52mbps) and I was getting 59mbps for one day with Plusnet. For last 2 days I'm getting 45mbps - which is lower we should expect

Re: Broadband speed slower thanis should be.

siewierzan — Fri, 23 Sep 2022 06:50:09 GMT

Can I leave plusnet without any penalty fees, if speed is not as promised since the begining of the contract?

Re: Broadband speed slower thanis should be.

Gandalf — Fri, 23 Sep 2022 15:44:20 GMT

Thanks for getting back to me @siewierzan

We'd need a chance to try to fix the issue first before we can look at waiving termination fees. We have a good guide here https://www.plus.net/help/broadband/about-broadband-speeds/ which explains more about that.

Would you be able to unclip the faceplate from the 5C socket and plug the router into the "test socket" that's behind it? Just wanting to make sure there's nothing wrong with the faceplate and/or internal wiring causing the speed drop.

Also is the a 2 metre cable what we've provided? Sounds fairly long to me and in my opinion a long DSL cable is not ideal because it can increase the distance that the broadband signal needs to travel.

It's always better using a longer ethernet cable instead and/or equipment to boost the WiFi signal.

Re: Broadband speed slower thanis should be.

siewierzan — Sat, 24 Sep 2022 17:45:24 GMT

Hi Gandalf

2m cable is one supplied by you - was in hub box. I've connected directly to test socket, but no change with speed (see attachment).

Like I've mentioned before. There was no problem with speed with previous providers. Speed dropped after I've join plusnet. I've tried diffrent cables and filter - no luck

What concern me is - how is it possible that one day there was 59mbps and then dropped back to 46mbps.

Also I've received an email from Plusnet Support:

"During the investigation of your reported fault we asked you to complete some steps to help us diagnose the problem. You have reported that you are unable to do so.

As such, we're unable to continue the investigation so have had to close the query.

This also means you will not have the right to leave your contract without paying any cancellation fees at the end of the 30 day period from the date you raised the fault, or the date we have set out in previous emails."

You do realise that people going throught lots of problems at the minute and sometimes They don't have time to respond to emails etc.

Not shure what else can we do to try or to sort out the problem with speed.

Cheers

Re: Broadband speed slower thanis should be.

adamwalker — Tue, 27 Sep 2022 11:08:21 GMT

Thanks for getting back to us and I'm really sorry that's continuing to be a problem. Do you have any other sockets in the property at all that may be extensions from the master socket?

Re: Broadband speed slower thanis should be.

siewierzan — Wed, 28 Sep 2022 19:52:00 GMT

Hi adamwalker

No other sockets in house.

I've just done another speed test and it's getting better - NOT.

You can see time in a corner so it's not a one off.

Re: Broadband speed slower thanis should be.

siewierzan — Fri, 30 Sep 2022 10:03:08 GMT

I will ask again:

Can I leave plusnet without any penalty fees, if speed is not as promised since the begining of the contract?

Cheers

Re: Broadband speed slower thanis should be.

adamwalker — Sat, 01 Oct 2022 13:34:40 GMT

Hi there, thanks for getting back to us and I'm sorry to see that's still an issue, due to the timescales between this being reported with us and it still being unresolved you have the option to cancel without penalty. As tests are still picking up on the same issue there is a chance it could still be there with another provider.

If you'd like us to press on and look into it further we can arrange for another engineer visit to look into the issue further so please let me know if you'd like us to arrange that.

Adam

Re: Broadband speed slower thanis should be.

siewierzan — Tue, 04 Oct 2022 17:39:14 GMT

Hi adamwalker

How can I cancel contract?

Sorry to say, but there're trouble from the begining with my order and speed, so I would rather try diffrent company.

Community help here is great, but overall, i'm not happy with service.

Thankyou.

Re: Broadband speed slower thanis should be.

adamwalker — Tue, 04 Oct 2022 17:46:04 GMT

Hi there, I'm sorry you want to cancel, you've got to do what you feel is right for you.

You can either cancel by placing an order with a new provider and that will cancel the account with us in turn or you can contact our customer options team as per the details here: https://www.plus.net/help/legal/cancellation-policy/

Re: Broadband speed slower thanis should be.

siewierzan — Tue, 18 Oct 2022 05:54:30 GMT

Sorry to resurect this again.
I called customer service to tell them I want to leave. Guy on a phone told me that I can't do it because I didn't let them know that fault is still there.

Another enginer visit has been booked to come to the house and check is everything OK with wires etc.

He had a look, check the boxes, swap some wires at master socket and told us that he can't do anything else end it's all fine here.

Now - PING is higer , download and upload speed are lower (42 and 15) - not the best experience to say at least - see attachment.

Do I need to call customer service and tell them that problem is still here?

Cheers.

Re: Broadband speed slower thanis should be.

TheMightyAJ — Tue, 18 Oct 2022 12:11:57 GMT

Hi @siewierzan,

I'm sorry to hear that you've experienced lower speeds following the recent engineer visit. When you've tested the speeds following this visit, have you been connected via Wi-Fi or Ethernet cable? You had also mentioned the engineer swapped out some wires - do you know which ones these were? For example, were they the Ethernet cables, the wires between the router and the master socket, etc.?

Re: Broadband speed slower thanis should be.

siewierzan — Tue, 18 Oct 2022 16:45:52 GMT

All conected with ethernet cable.

It was at master socket. Not shure that he swapped them just: "shuffled".

He did conect hub to master socket (I did as well sometime ago), but there was no change in speed etc.