topic Re: Unlimited Fibre Broadband Speed Massive Drop in Broadband

Unlimited Fibre Broadband Speed Massive Drop

tweedsolutions — Tue, 04 Oct 2022 16:23:05 GMT

I signed up to Plusnet Unlimited Fibre at the beginning of June this year. About 3 or 4 weeks later I received an email from plusnet telling me that my "Minimal Guaranteed Speed" was 14.6Gb. See below...

I ran a number of speed tests and I'm now struggling to get even 4Gb

Now when I loginto my account it tells me that my "Estimated Download Speed" is only 4Gb. This is no use at all for streaming tv services.

Can someone please get in touch with me as this is complately unacceptable.

Estimated peak time speeds:

Download: 16 - 18Mb
Upload: 8 - 10Mb

These are the speeds your line is capable of at peak times.

Current line speed: 15.9Mb

This is a measure of the actual line speed you are now receiving based on the product you have taken.

Minimum Guaranteed Speed: 14.6Mb

This is the minimum speed you should expect to achieve on your line.

Re: Unlimited Fibre Broadband Speed Massive Drop

jab1 — Tue, 04 Oct 2022 16:33:18 GMT

@tweedsolutions

It sounds very much like you have a problem - most likely not in your home/office environment, but more likely in the BT/OR network.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

Re: Unlimited Fibre Broadband Speed Massive Drop

adamwalker — Thu, 06 Oct 2022 12:12:22 GMT

Hi @tweedsolutions, I'm sorry about the issue with your connection speeds, I've just checked over your account and can see we've got an engineer coming out to see you tomorrow so I hope that gets it resolved for you.

Re: Unlimited Fibre Broadband Speed Massive Drop

tweedsolutions — Thu, 06 Oct 2022 12:34:04 GMT

It had better get fixed tomorrow as this is totally unnacceptable. My upload speed is faster than my download speed.

I've just tested it again..,

Download - 3.9Mbps

Upload - 7.1 Mbps

Ping time - 42ms

Re: Unlimited Fibre Broadband Speed Massive Drop

adamwalker — Thu, 06 Oct 2022 12:49:03 GMT

I'm sure we'll get it sorted for you as it's definitely not the experience we want you to have.

I'm sorry for the hassle in the meantime and do shout up if there's anything else I can help with.

Re: Unlimited Fibre Broadband Speed Massive Drop

tweedsolutions — Wed, 12 Oct 2022 08:59:21 GMT

So the Openreach engineer was here last Friday and claimed to have fixed the fault. It is definitely NOT fixed.

This is totally unacceptable. My broadband has disconnected 4 times already this morning and I am now gettting speeds way below what you orignially commited to me. I would like to cancel my broadband and phone line package with you. Please arrange this and I do not expect any cancellation charges.

Thanks

Re: Unlimited Fibre Broadband Speed Massive Drop

jab1 — Wed, 12 Oct 2022 09:39:53 GMT

@tweedsolutions Unfortunately, that is not how it works. If the engineers efforts failed - did he not test before he left? - then Openreach will have to return and rectify.

The chances are the problem will follow you to another ISP.

Re: Unlimited Fibre Broadband Speed Massive Drop

tweedsolutions — Wed, 12 Oct 2022 09:44:18 GMT

No they won't because I'm going to switch over to 4G as this is totally unusable.

Re: Unlimited Fibre Broadband Speed Massive Drop

jab1 — Wed, 12 Oct 2022 09:45:51 GMT

OK, but you will still be subject to cancellation charges.

Re: Unlimited Fibre Broadband Speed Massive Drop

Gandalf — Wed, 12 Oct 2022 09:54:08 GMT

Hi there,

I'm really sorry to see you're having a lot of connection issues and you're wanting to leave. I'm afraid that I wouldn't at this stage be able to look at waiving cancellation charges as we'd need more of an opportunity to try to fix. If we're provided with 30 days to investigate and we can't fix then we can arrange to let you cancel without penalty.

I've tested your line and something's definitely wrong because following signing up to us, the estimated speed range of your line has been updated to between 70mbps to 80mbps. Additionally testing your line is showing the length to be only 334 metres which is backs this up as that's really short in comparison.

I would like to arrange another engineer visit with you to investigate further. If you're happy with this, when could you be available? As you may know, the engineers work weekdays (and occasionally Saturday's) 8am to 1pm or 1pm to 6pm.

Re: Unlimited Fibre Broadband Speed Massive Drop

tweedsolutions — Wed, 12 Oct 2022 10:02:56 GMT

Since my post this morning the broadband has gone off a further 4 times in the space of about 40 minutes. This is totally unacceptable. I work full time and cannot afford to take another day off work unpaid. Especially in these current tight financial times.

Re: Unlimited Fibre Broadband Speed Massive Drop

jab1 — Wed, 12 Oct 2022 10:10:53 GMT

Unless you either (a) Work from home full time, or (b) are on holiday, how do you know your home connection is failing today?

Re: Unlimited Fibre Broadband Speed Massive Drop

Gandalf — Wed, 12 Oct 2022 10:10:45 GMT

I do understand you're experiencing a fault with your service and I'm really sorry again for this. Due to the nature of the service, things can go wrong and we need a chance to fix before we can let you leave without a cancellation fee.

Trying to think outside of the box... rather than take time off work unpaid, is it possible to take annual leave? Alternatively is there anyone else (over 18) who can be home for an engineer?

Re: Unlimited Fibre Broadband Speed Massive Drop

tweedsolutions — Wed, 12 Oct 2022 10:12:19 GMT

Don't try to be funny. My son is currently at home today as he has a dental appontment.

Re: Unlimited Fibre Broadband Speed Massive Drop

tweedsolutions — Wed, 12 Oct 2022 10:14:16 GMT

The fact that jab 1 questioned my honesty and THEN you liked his post is very offputting in a customer facing role.

Re: Unlimited Fibre Broadband Speed Massive Drop

jab1 — Wed, 12 Oct 2022 10:15:02 GMT

If that was aimed at me, I wasn't trying to be funny. As you don't answer questions, it is difficult to know what is happening.

Re: Unlimited Fibre Broadband Speed Massive Drop

Gandalf — Wed, 12 Oct 2022 10:18:01 GMT

Is it possible to arrange an engineer visit for a day when your son's home? Assuming he's over 18 that is.

Apologies, admittedly I clicked the like button by accident while scrolling through. ‌

Re: Unlimited Fibre Broadband Speed Massive Drop

tweedsolutions — Wed, 12 Oct 2022 10:19:17 GMT

please cancel my account and let me know what the early cancellation fee is.

Re: Unlimited Fibre Broadband Speed Massive Drop

Gandalf — Wed, 12 Oct 2022 10:21:50 GMT

I'm afraid we can't cancel accounts online so you'll need to call my colleagues in the cancellations team on 0800 013 2632. We have more detail here https://www.plus.net/help/legal/cancellation-policy/ on our cancellation process.

Let me know however if there's any way I can arrange another engineer visit as I'd love to get this fixed for you.