topic Re: getting ripped off now in Full Fibre

getting ripped off now

blakeydrb — Wed, 06 Apr 2022 20:59:57 GMT

when i first joined plus net would say i had a decent deal this is what i signed up for

At peak times, we estimate that you'll get the following speeds on your line:
Download: 54 - 72Mb
Upload: 16 - 18Mb
Minimum Guaranteed Speed: 49Mb

now the price has gone up i checked what i was getting and this it was it says

Product: Unlimited Fibre Extra
Estimated Download Range: 32 - 36Mbps
Estimated Upload Range: 16 - 18Mbps
Minimum Guaranteed Speed: 29.2Mbps
Current Line Speed (Download): 40.4Mbps

so im clearly paying way to much for a [-Censored-] service as its around £15 for what im getting and im paying double that so there cleary trying to stiff me for not only double what i should be paying but also clearly avoiding there guaranteed speed as its short of my original agreement of 49mb there saying 40mb but most speed tests i have done are alot less but given i have a few devices online there score will be likely right but still lower than what im paying for so my question will they fix it or should i ofgem out of my contract to take a better deal else where.

Re: getting ripped off now

jab1 — Thu, 07 Apr 2022 06:12:16 GMT

@blakeydrb Something doesn't look quite correct there. If you provide the details requested below, maybe we can advise.

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

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

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 phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

Re: getting ripped off now

adam945 — Thu, 07 Apr 2022 13:38:33 GMT

Hey @blakeydrb, thanks a lot for getting in touch and I'm extremely sorry to see how low your speeds are at the moment, especially compared to those which were advertised at the start of your contract.

Testing the line hasn't uncovered any underlying faults with the network, though the line has been artificially banded by Openreach. This is usually the result of errors and retrains, though the line looks fine on my end (RRT) aside from one disconnection late last month.

Going forward, I've raised a DLM reset with our suppliers, so they'll be un-banding the line within the next 3-5 working days. I can also see that you've raised a complaint online, so a member of our Customer Advocates Team will soon be in touch. I've updated the ticket with the actions taken today too.

Re: getting ripped off now

Mav — Thu, 07 Apr 2022 15:06:44 GMT

Moderator's note(s):

Thread moved from My Account/Billing to Fibre Broadband.