topic Re: Unreliable Internet and cancellations without fees in Broadband

Unreliable Internet and cancellation without fees

alan1993 — Thu, 10 Oct 2024 14:29:03 GMT

I'm currently on month 5 of my 24-month broadband contract, and I would like to leave Plusnet. My internet connection is unreliable and keeps disconnecting frequently. The router often switches to red, indicating no connection at all, which makes it very frustrating, especially as someone who works from home.

Additionally, the internet speed is unacceptably slow. In my contract the upload speed is specified as 1Mbps, which is already quite low, but in reality, it is always below that. When I try to upload even small attachments to emails, it takes an incredibly long time, and during that time, I cannot browse any websites or use the internet for anything else.

In 2024, this kind of performance is simply not acceptable. I rely on a stable and fast connection for my work, but the service I'm receiving from is preventing me from being able to work effectively. It's severely impacting my productivity.

Can anyone support please what steps I can take to get this resolved?

Re: Unreliable Internet and cancellations without fees

jab1 — Thu, 10 Oct 2024 14:31:03 GMT

Your description seems to indicate that there are problems, most likely between the OpenReach network and you. What product are you on - FTTC?

Re: Unreliable Internet and cancellations without fees

alan1993 — Thu, 10 Oct 2024 14:38:58 GMT

Hi John,

Not sure what FTTC is, but according to my online account is "Unlimited Broadband inc. Line rental". Thanks!

Re: Unreliable Internet and cancellations without fees

jab1 — Thu, 10 Oct 2024 14:44:33 GMT

OK - you are on FTTC. Please try and follow the below, and then we (the Community) may be able to advise.

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. - if it will run. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Unreliable Internet and cancellations without fees

MisterW — Thu, 10 Oct 2024 14:55:32 GMT

Unlimited Broadband inc. Line rental

@jab1 I think that's actually ADSL

That would explain the 1Mb max upstream speed and it may possibly be capped at lower.

If that's the case then uploading any amount will saturate the upstream bandwidth and thus affect downloading.

Re: Unreliable Internet and cancellations without fees

jab1 — Thu, 10 Oct 2024 14:58:32 GMT

Ooops, my error, @MisterW , sincere apologies. The info I requested though would still be helpful?

Re: Unreliable Internet and cancellations without fees

MisterW — Thu, 10 Oct 2024 15:16:49 GMT

The info I requested though would still be helpful?

It would. It will show if the upstream is capped

Re: Unreliable Internet and cancellations without fees

jab1 — Thu, 10 Oct 2024 15:23:34 GMT

And hopefully, if there are connection issues.

Re: Unreliable Internet and cancellations without fees

alan1993 — Thu, 10 Oct 2024 15:35:56 GMT

Thanks for the support! Just had a call with the customer service and according the them upload speed of 0.1-1mbs is "normal". They clearly don't care that the connection is not existent and they advised my that there is nothing they can do and I should make a peace with that. Anyways the only solution would be paying extreme cancellation fee.

Re: Unreliable Internet and cancellations without fees

jab1 — Thu, 10 Oct 2024 15:40:07 GMT

@alan1993 As @MisterW pointed out, I misread your 'package' - sorrty, but if you could provide the information requested, there are those on here who can give you somewhat less 'take it or leave it' advice, which is effectively what CS are saying.

Re: Unreliable Internet and cancellations without fees

markhawkin — Thu, 10 Oct 2024 20:27:16 GMT

@alan1993

If you were released from your Plusnet contract what would you do instead for Internet access?

Other suppliers using the Openreach (phone) network would have the same problem as it sounds like you are on a long copper line some miles from the serving exchange with no fibre to the cabinet or full fibre option.

Does someone else (Virgin Media perhaps) offer an alternative?

Is mobile phone network based data a possibility?

If it comes to it Starlink might be worth considering.

I assume you have recently moved to this location.

What options do you get for your postcode from https://bidb.uk/ ?

Re: Unreliable Internet and cancellations without fees

alan1993 — Fri, 11 Oct 2024 08:14:15 GMT

Hi there, thanks for your reply. So just briefly answering your question - I moved to the building about 5 months ago and upon checking with different providers Plusnet was only option. With that said, as I'm working from home I didn't have much choice, so I went for it. (if I knew back then how bad the connection would be I would probably go with some mobile broadband option - I had in the past and it was much better than what I have now.)

I was keep checking for alternatives and find out that about a month ago Virgin started to offer Fibre Brodband in my building with the speed hundreds times better compared to Plusnet. I checked with Plusnet if they could possibly upgrade my connection (I'm willing to pay more, just to have reliable connection), unfortunately they said that the deal I have it's the best option in my area.

I checked the link you provided and indeed I could possibly go with Virgin Mobile or Community Fibre.

Re: Unreliable Internet and cancellation without fees

SammyM — Fri, 11 Oct 2024 10:37:48 GMT

Hiya @alan1993

I can see you called yesterday after your post and an agent helped with this.

Please let us know if you need anything else.

Re: Unreliable Internet and cancellations without fees

markhawkin — Fri, 11 Oct 2024 13:24:50 GMT

@alan1993

On the assumption that Openreach full fibre isn't available (and won't be shortly), of the two options you list, personally I would recommend Community Fibre.

It doesn't sould like you are in a rural area on a long line, so ADSL being your only choice with a low speed is a bit of a puzzle.

For working at home more or less any Community Fibre package would suffice (there are some "secret" low speed packages on 12 month contracts that don't appear on their front page) and if they offer service I might take it whether or not you can end the Plusnet 1Mb/s line.

Re: Unreliable Internet and cancellations without fees

bmc — Fri, 11 Oct 2024 13:28:50 GMT

@alan1993

As previously requested if you provide a screen image from the following (after hiding your details) then we can advise on what's available via the OpenReach network.

https://www.broadbandchecker.btwholesale.com/#/ADSL

You could also look at the OR website to see if there are any plans for FTTP in your area - www.openreach.com

Brian

Re: Unreliable Internet and cancellations without fees

alan1993 — Fri, 11 Oct 2024 13:46:05 GMT

Hi there,

Please see the screenshoot below -

Re: Unreliable Internet and cancellations without fees

markhawkin — Fri, 11 Oct 2024 15:16:39 GMT

@alan1993

I had an ADSL service (with slightly better performance than yours) up to about 9 years ago and it was very frustrating.

Anything that filled up the upload capacity made the downstream (which would do perhaps 10Mb/s) unusable.

It seems that Openreach haven't made VDSL (or Full Fibre) available and it's very hard to tell when Openreach will be putting full fibre in (most places just say by 2026).

It's not Plusnet's fault as they provide service over Openreach's network (even though BT own both companies). The maximum observed is good for ADSL but would still be limiting.

I can't see why you wouldn't be delighted by even Community Fibre's cheapest offerings in comparison.

Re: Unreliable Internet and cancellations without fees

markhawkin — Sat, 12 Oct 2024 14:02:33 GMT

One other thing.

The screenshot says "Bridge Tap - Y". It has a recent test date.

This suggests that the router isn't plugged into the Openreach master socket or the filtering of any extension wiring could be better.

That would be worth investigating.