topic Speed Estimate Lying in Plusnet Feedback

Speed Estimate Lying

G_ — Tue, 12 Mar 2013 12:50:52 GMT

I was given an estimate of "53Mb (Accurate to within +/- 1Mbit)", and when my line was connected the speed I was getting was ~56Mb. However, it then dropped off to ~46Mb, so I quite reasonably called and asked if it could be put back up to 56Mb. Instead of trying to facilitate my request, various individuals and emails have attempted to mislead me as to what the estimated line speed was. First, I was told the estimate was only 35Mb, and now I am told the estimate was 8Mb! To think one of the reasons I switched was the supposedly good customer service!! I doubt shall be sticking around after my contract expires.

Re: Speed Estimate Lying

Strat — Tue, 12 Mar 2013 12:56:17 GMT

Welcome to the forum G.
What does BT say here http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Re: Speed Estimate Lying

adamwalker — Wed, 13 Mar 2013 10:26:38 GMT

Hi there G,
I'm sorry if you feel misled. I very much suspect the low 8mb estimate was due to a known issue providing estimates based on the wrong connection technology (i.e ADSL1/IPstream by mistake).
The estimate displayed on your account for the estimate of FTTC downstream is indeed 35mb however we are aware that your connection is operating at speeds above that level.
http://www.dslchecker.bt..../adsl/adslchecker.welcome also seems to reflect that too.
How did we provide you with the estimates which were higher than that?
Adam