topic Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks. in Full Fibre

Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

Youngsie97 — Wed, 22 Sep 2021 15:01:35 GMT

My connection has been having faults for about three weeks now I was really busy so didn't have time to deal with it but I now have spare time and it is clearly not getting any better.

I have provided an image of the vdsl status as provided by my draytek vigor 130 modem.

I believe the faults to be caused by roadworks in the area and that they will require an OR engineer to be sent out.

Thank you for your time.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

Mustrum — Wed, 22 Sep 2021 15:47:13 GMT

Then why not report a fault?

faults.plus.net or give them a call.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

Youngsie97 — Wed, 22 Sep 2021 15:52:44 GMT

I will raise a fault via the url provided thank you.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

TheMightyAJ — Thu, 23 Sep 2021 11:15:59 GMT

Hi @Youngsie97,

I'm sorry to hear that you're experiencing issues with your connection. I've reviewed the account and upon testing the line we've discovered an external landline fault, which I've logged onto the Fault Ticket you've raised here.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

Youngsie97 — Thu, 30 Sep 2021 18:47:45 GMT

My connection was fixed and appears to be stable now.

I commented on the ticket I would like to discuss compensation but have not received a response.

I believe I should be owed compensation as least for the week it took to solve the issue if not for the three weeks I have evidence of way bellow minimum speeds.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

adam945 — Fri, 01 Oct 2021 08:00:33 GMT

Thanks for reaching out @Youngsie97

I've just popped a note on the open Ticket if you'd like to have a look. Let me know on here once you've responded to it and I'll pop back into the account to have a look.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

Youngsie97 — Fri, 01 Oct 2021 22:00:22 GMT

You have offered me compensation for broadband but are claiming you wont credit me anything for line rental as there was no fault with the phone line however if you read a post above last you will see acknowledgement that there's an external line-fault that needed to be fixed and I saw open reach working on my connection and spoke to them, so how can there exist no issues with the phone line?.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

BD — Sat, 02 Oct 2021 14:04:14 GMT

Hi @Youngsie97, thanks for getting back to us. I can see the reply you've sent through on the fault ticket and I have updated this further for you which can be seen here:
https://www.plus.net/wizard/?p=view_question&id=218155594

Please give us a nudge on here after replying to the ticket as we'll happily pick this up and progress it further for you.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

Youngsie97 — Sat, 02 Oct 2021 15:00:29 GMT

Hi ben I appreciate you replying on the weekend, I have sent a response.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

BD — Sat, 02 Oct 2021 18:15:05 GMT

Hi @Youngsie97, you're very welcome and thanks for getting back to me on here. I've seen your reply on the ticket and have commented on this further.
https://www.plus.net/wizard/?p=view_question&id=218155594
Feel free to drop me a message on here further after replying to the ticket and we'll look to pick up and progress this further for you.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

Youngsie97 — Sun, 03 Oct 2021 14:18:34 GMT

My problem has been resolved thank you for your help.

Re: Connection has been unstable and delivering 1/3 of my contracted speeds for weeks.

BD — Sun, 03 Oct 2021 17:05:39 GMT

That's great to hear @Youngsie97. If there's anything we can help you with moving forwards then please don't hesitate getting back in touch.