topic Re: well below minimum guaranteed speed in Full Fibre

well below minimum guaranteed speed

welshy666 — Mon, 01 Nov 2021 16:29:12 GMT

Hi,

I have lots of connection problems lately and my speed was 70mbps but now is 17.9mbps.

the last 3 days have had no connection drops so restarted the router but speed is still stuck at 17.9mbps.

all checks at my end have found no problems, can any plusnet person help with this issue?

Thanks in advance.

Re: well below minimum guaranteed speed

rw1 — Mon, 01 Nov 2021 21:23:12 GMT

Hi,

I had a similar issue recently and it turned out to be some sort of “cap” at the local exchange. I submitted a support ticket via my account online at plus.net.

Hope that helps in some way.

Richie

Re: well below minimum guaranteed speed

rw1 — Mon, 01 Nov 2021 21:24:00 GMT

Sorry, forgot to mention I’m now at 29mbps instead of 16-19.

Thanks

Re: well below minimum guaranteed speed

dvorak — Tue, 02 Nov 2021 13:39:37 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: well below minimum guaranteed speed

LaurenB — Tue, 02 Nov 2021 13:42:34 GMT

Good Afternoon, thanks for getting in touch @welshy666, I'm really sorry for the delay in getting back to you.

I'm really sorry that you're experiencing issues with your service and for the inconvenience caused.

I have tested your line and this is detected a fault so have logged a new fault with our suppliers and we will need to look at sending an engineer.

I have updated your fault ticket here: https://www.plus.net/wizard/?p=view_question&id=218614575 please just reply on the ticket with the requested information and once done, we can pick this up for you.

Re: well below minimum guaranteed speed

LaurenB — Tue, 02 Nov 2021 13:47:28 GMT

Hiya @rw1, I am really sorry that you too have recently had some issues but pleased to hear your speed has now gone back up again.

Is everything now sorted, or do you need any further assistance at all? Just let us know if you do and we are happy to help!

Re: well below minimum guaranteed speed

rw1 — Tue, 02 Nov 2021 13:55:16 GMT

Hi,

Thanks for replying. I’ve had issues with the fibre broadband pretty much since day 1 and am now well out of the cooling off period. I believe Bob Pullen is dealing with firmware upgrades on the router and has been busy dealing with a lot of people. I’m hoping that sorts out my issues otherwise I’ll have to bite the bullet and pay an early termination charge, which in itself is ridiculous as I’ve had issues since day 1..

Fingers crossed.

Thanks,
Richie

Re: well below minimum guaranteed speed

welshy666 — Tue, 02 Nov 2021 15:59:00 GMT

Hi LaurenB and Thanks, will reply to the ticket now.

Re: well below minimum guaranteed speed

BD — Wed, 03 Nov 2021 11:08:12 GMT

Hi @welshy666, thanks for getting back to us and confirming you've updated the ticket further. I can see an engineer has now been arranged to come out and investigate for tomorrow afternoon. Please do let us know how the visit goes and should issues persist there after.

Re: well below minimum guaranteed speed

welshy666 — Thu, 04 Nov 2021 15:51:27 GMT

update

TWO BT men came to the premises today and found the 5C master socket was faulty which they then changed for a

new one and speed is back up to over 70mbps.

Re: well below minimum guaranteed speed

Gandalf — Thu, 04 Nov 2021 18:45:25 GMT

Excellent! Let us know if you have further issues or there's anything else you'd need help with.