topic Re: Not getting guaranteed minimum speed and no help from plusnet in Broadband

Not getting guaranteed minimum speed and no help from plusnet

silver — Fri, 03 Feb 2023 17:06:49 GMT

After finally switching to fibre extra in December (after many problems with the order not being processed correctly etc.) I was told the guaranteed minimum speed was 52.1. I have never in the intervening two months managed more than around 35/36. I wanted to raise this as an issue and hopefully get a reason for this - simple you would think!

I have found no means of getting to speak to anyone who will help despite hours spent trying. All roads seem to lead to nowhere once I mention what the problem is ie with the guaranteed minimum speed. I thought I had it cracked yesterday as I got to speak to someone who raised a question and said they’d get back to me. When I reviewed the question via the email any mention of the guaranteed speed was not there. I added it as clarification of the issue since the question just referred to speed drops - it isn’t dropping, it’s never been there. Surprise, surprise the person never got back to me as promised.

How does anyone raise this issue? In fact given you have to raise it weeks before you can go to Ofcom by ignoring the issue Plusnet ensures you can’t even escalate it. I don’t want to leave - although that is looking more attractive by the hour - but I do want someone to actually communicate with me over this. How can I get this?

Re: Not getting guaranteed minimum speed and no help from plusnet

corringham — Fri, 03 Feb 2023 17:56:50 GMT

When you say you get 35/36 is that a speed test result or the line's sync speed?

The minimum speed guarantee refers to the sync speed, and speed tests will always be less than that (due to the overheads associated with the way broadband works). However, even the minimum guaranteed speed of 52Mbps should give a speed test result in the high 40s.

If the sync speed is less than the guaranteed speed then it should be possible to get Plusnet to investigate.

On the other hand if the sync speed is at least the guaranteed speed they will say t here isn't a problem - even if your speed test is less than it should be for that sync speed as the problem is likely to be in your equipment.

Others here will no doubt ask for BT/Openreach's expectations for your line - you can find that at broadbandchecker.btwholesale.com

Re: Not getting guaranteed minimum speed and no help from plusnet

silver — Fri, 03 Feb 2023 18:04:43 GMT

Sorry, not sure what a sync speed is - my readings are from the BT speed checker. Haven’t managed to get 40 let alone high forties.

How is sync speed ascertained?

Re: Not getting guaranteed minimum speed and no help from plusnet

corringham — Fri, 03 Feb 2023 18:07:49 GMT

Your router stats will show the sync speed.

The BT checker in the link in my previous reply will also show the maximum observed download speed that BT have seen - which is the the sync speed.

Re: Not getting guaranteed minimum speed and no help from plusnet

silver — Fri, 03 Feb 2023 18:08:28 GMT

Re: Not getting guaranteed minimum speed and no help from plusnet

silver — Fri, 03 Feb 2023 18:10:07 GMT

Hope those images make sense to you. Thanks.

Re: Not getting guaranteed minimum speed and no help from plusnet

jab1 — Fri, 03 Feb 2023 19:03:02 GMT

@silver They make sense - and the last 'observed spedd' which is to the test socket of your master socket, on 09/12/22 was 66.5Mb/s, so your speedtests should be retuning figures in the high 50's - 55mb/s ish.

What router are you using, please?

Re: Not getting guaranteed minimum speed and no help from plusnet

silver — Fri, 03 Feb 2023 19:07:17 GMT

The Plusnet Hub Two

Re: Not getting guaranteed minimum speed and no help from plusnet

jab1 — Fri, 03 Feb 2023 19:10:06 GMT

Thanks. Can you post a screenshot of your broadband and technical log from there please, ensuring you obscure any personal details?

Re: Not getting guaranteed minimum speed and no help from plusnet

silver — Fri, 03 Feb 2023 19:11:07 GMT

Sorry, that makes no sense to me. Can you phrase it in very simple terms..

Re: Not getting guaranteed minimum speed and no help from plusnet

csmith94 — Fri, 03 Feb 2023 19:22:51 GMT

Hi all!

I've been checking over the line because I found it really strange that you were getting such low speeds for Fibre Extra. In short, the speeds are not correct and need modifying so you can achieve you minimum guaranteed, currently you won't achieve above 40Mbps.

I have updated the ticket just to give your more of an idea what's happening now. I am really sorry about this, it should've been right the first time round,

Re: Not getting guaranteed minimum speed and no help from plusnet

jab1 — Fri, 03 Feb 2023 19:25:06 GMT

OK - go into your Hub, and navigate from the home screen until you see the screens that resemble those below, then post pictures, as you have done for the BTw report earlier.

Re: Not getting guaranteed minimum speed and no help from plusnet

jab1 — Fri, 03 Feb 2023 19:27:16 GMT

@csmith94 - so this is due to a 'technical hiccup at PN Towers. Was there any reason it had to be put on a ticket, like account specific information?

Re: Not getting guaranteed minimum speed and no help from plusnet

csmith94 — Fri, 03 Feb 2023 19:38:36 GMT

@jab1 pretty much yeah, someone hasn't put in the right speeds when placing the original order. I've put it on a ticket just because I have to, on Tuesday the speeds will increase and then we should be seeing the speeds hitting above minimum guaranteed.

Re: Not getting guaranteed minimum speed and no help from plusnet

silver — Fri, 03 Feb 2023 19:41:11 GMT

@csmith94 Thank you so much for looking in to it. I’m assuming you will leave the ticket open and confirm when the issue is sorted so I can check the speed again.

So much of this new contract ‘should have been right first time round’! I know it’s not your personal fault but it is so frustrating not being able to get help on an issue and dealing with the consequences of things that have been done incorrectly or simply not done. Thank heavens for the people in this community. Thanks everyone.

Re: Not getting guaranteed minimum speed and no help from plusnet

jab1 — Fri, 03 Feb 2023 19:41:33 GMT

@csmith94 OK Curtis, I wasn't getting at you personally, I am aware that sometime last year you were all trained into the 'BT' way of doing things, so you have to hide mistakes.

Re: Not getting guaranteed minimum speed and no help from plusnet

MisterW — Fri, 03 Feb 2023 19:47:01 GMT

@csmith94 If its that simple, i hope those staff previously involved will get some retraining.

I'm not sure if you've been around for long enough to remember Mand and her bat! All I can say is its lucky that she's no longer around otherwise there'd be some people in support with bad headaches!

Re: Not getting guaranteed minimum speed and no help from plusnet

jab1 — Fri, 03 Feb 2023 19:53:05 GMT

@MisterW Oh for the good old days, eh - Mand was on her way out when I joined, I think, but I remember mentions of her and her bat. 😀

Re: Not getting guaranteed minimum speed and no help from plusnet

csmith94 — Fri, 03 Feb 2023 19:55:48 GMT

@silver - I do get how frustrating it is now to getting answers, you've always got the guys here in the forum if you need any help. If you want to speak to us directly about a Tech issue, then you can report a problem here - https://www.plus.net/help/report-a-problem/broadband/. You just need to drop us a text and one of our advisers will give you a call back if no fault is found on the line. It's the quickest and easiest way to report problems to us. I'll also touch base with you on Tuesday, as long as the order completes before half 4, I'll be able to let you know when it's complete.

@jab1 - Yeah I understand you weren't We just have to make sure everything is noted up on accounts now, that's all it is really.

@MisterW - I do not remember that, sounds absolutely terrifying to be fair. I have looked to see who it is and sent back to their departments because I can't do with such simple mistakes being made.

Re: Not getting guaranteed minimum speed and no help from plusnet

jab1 — Fri, 03 Feb 2023 20:01:15 GMT

@csmith94 wrote:

@jab1 - Yeah I understand you weren't We just have to make sure everything is noted up on accounts now, that's all it is really.

I understand - as I said, I am aware the 'BT' way is now standard at PN, but it is frustrating for those of us Community members who try to help to be left in the dark as to the reasons - it makes it difficult for us to answer similar questions, and alleviate the load on the support staff.