topic Re: Help before renewing contract in Broadband

Help before renewing contract

Jcdek — Mon, 03 Oct 2022 19:01:28 GMT

I have been with Plusnet for many years now (Madasafish before that). My downstream connection sits at 3db and has done for a long time. The connection is stable and I never seem to have any problems with it until..........I renew my contract.

I then find my connection goes back to an SNR of 6db, I lose about 20meg download and I have to constantly argue with Plusnet until eventually somebody changes a setting and my speed it restored by a change back to SNR of 3db.

Is there any way I can prevent this from happening as I have grown tired of the fight every time I renew.

Thanks in advance.

Re: Help before renewing contract

Jcdek — Tue, 04 Oct 2022 19:29:52 GMT

Any Plusnet representatives care to comment?

Re: Help before renewing contract

jab1 — Tue, 04 Oct 2022 19:34:21 GMT

It takes - on average - three days before a post is picked up by PN staff - sometimes longer.

Re: Help before renewing contract

Jcdek — Tue, 04 Oct 2022 19:58:49 GMT

Thanks John👍

Re: Help before renewing contract

Gandalf — Wed, 05 Oct 2022 14:06:38 GMT

Renewing a contract on the same package won't make any changes to your service. From what I can see the last time you renewed you upgraded from basic fibre to fibre extra, which would've triggered DLM to set the SNRM target back to 6dB.

It is not possible for anybody to manually change the SNRM target for a FTTC connection. Assuming you don't change package again, then renewing your contract won't make a change to your service.

Re: Help before renewing contract

Jcdek — Wed, 05 Oct 2022 17:46:19 GMT

Thanks for your reply,

I agree this is how it should work but not how it has done. Every time I have renewed my contract the same thing has happened. This is why I upgraded to Fibre Extra last year in the hope my speed wouldn't drop so much.

I should add also, every time the SNRM changed back to 3db I was told it was 'a setting change that needed to be made at Plusnets end' and each time I inquired what the setting was (so I could mention it the following when the same situation would most likely happen again) they wouldn't tell me.

I'll give Plusnet one more chance and renew again this year but if the same thing happens again and my SNRM goes back to 6 then I won't renew next time.

Re: Help before renewing contract

Gandalf — Thu, 06 Oct 2022 13:58:23 GMT

Hi @Jcdek,

Sorry I mean if you recontract on the same package then no changes are made to the service. There is also nothing we can do to manually change the SNRM target of a FTTC connection. We may try but ultimately it'd have no effect for FTTC.

I suspect the dB increased and then dropped out of coincidence rather than anything we've done to renew your contract.

Thanks for renewing! How's your speed today?

Re: Help before renewing contract

Jcdek — Thu, 06 Oct 2022 16:55:51 GMT

Speed still the same at the moment and I hope that doesn't change.

Thanks again for your responses.

Re: Help before renewing contract

Gandalf — Thu, 06 Oct 2022 16:58:20 GMT

Cool. No problem, let me know if there’s anything else you’d need help with