Old topic - new problems

dc8 — Tue, 04 Jul 2023 13:10:21 GMT

Speeds dropping again so used SMS and got a call from Plusnet - good service.

However, during the call my guaranteed speed was mentioned and this is where I have a slight issue...........

In my initial fault report (early June) I received the following in a reply

"Line is banded at 30 but sync is 26, less then MGS at 29. Taking customer though ODC's. Kind regards, James Freer"

Now, however I see this on my account page

Would anyone like to explain WHY there is such a difference between "then" and "now" on my Minimum Guaranteed Speed ?

Re: Old topic - new problems

MatthewWheeler — Thu, 06 Jul 2023 11:36:06 GMT

Sorry to hear your speeds have dropped again @dc8

The speeds shown on the portal can change as they're based on the observed speeds you're currently getting.

We'd always use the minimum guaranteed speed given at the time you signed up or took out a new deal when investigating these issues