topic Re: Any chance of knowing when I can expect to receive the service I'm paying for? in Plusnet Feedback

Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Mon, 08 Sep 2014 14:45:15 GMT

I've had a horrendous speed of around 3mbps since early July. It's now been two months and absolutely nothing's been solved. The BT engineer fiasco resulted in the most recent one being cancelled due to the fault miraculously now no longer requiring him to visit, and since then there's been nothing. I'm paying £20 full price for a pittance of a speed and I'm just completely fed up now, especially since the slower F/O speed is £3.99 and still way higher than what I'm currently getting.
Ideally what I'd like is to have my contract transferred down onto the 38mbps package (since I'm fast coming to the conclusion that me getting a fast F/O speed is an impossibility) with the six months at £3.99 introductory rate as a way of an apology for this entire ordeal. But I doubt that's ever going to happen.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

AndyH — Tue, 09 Sep 2014 07:52:11 GMT

What are your speed estimates here http://www.dslchecker.bt.com/ ?

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Tue, 09 Sep 2014 07:56:58 GMT

I'll check it tonight when I get home from work, but yesterday I did an Ookla speed test and it came back with 2.9mbps. It's pathetic and nothing is being done about it.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

jelv — Tue, 09 Sep 2014 07:58:37 GMT

You can run that tool from anywhere - you enter the phone number you want check.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Tue, 09 Sep 2014 08:02:40 GMT

Ah, okay. Just checked my number and this is what it's saying.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

jelv — Tue, 09 Sep 2014 08:06:50 GMT

Can you confirm that you are seeing the slow speeds when using a wired connection to the router and it's not just a wireless issue?

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Tue, 09 Sep 2014 08:19:18 GMT

It's wired to my PC. I just use wireless for PS3 and on my tablet.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

jelv — Tue, 09 Sep 2014 08:22:01 GMT

When you get home run through and post all the requested information listed in this post please: http://community.plus.net/forum/index.php/topic,96155.0.html

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Tue, 09 Sep 2014 08:25:05 GMT

Will do.
This all started early July and initially it was diagnosed as a fault that required a BT engineer. First one never bothered to turn up when he was meant to, instead deciding to turn up early next morning instead while I was in the shower getting ready for work. The second one turned up a week early after I specifically phoned up to cancel and rearrange the visit and the third cancelled on the morning he was due to arrive after BT discovered that the fault didn't actually require a home visit after all. Now my fault is stated as being on hold until the end of September...

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

AndyH — Tue, 09 Sep 2014 08:28:19 GMT

I'm wondering if your line is banded due to the line fault and DLM intervention.
When someone has a fault that affects their FTTC and the cause if the Openreach network, they should reset the DLM on your line.
Can you run the BT Speed Test (http://speedtest.btwholesale.com/) from your current location and run the Further Diagnostics with your home details? I'm just interested in the downstream IP Profile.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Tue, 09 Sep 2014 08:41:17 GMT

K, added my home details to further diagnostics and this is what came back to me.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Tue, 09 Sep 2014 16:55:51 GMT

Okay, can't do the ADSL test as I'm FTTC / Fibre optic.
BT Wholesale Diagnostics test comes back with:
1. Best Effort Test: Download Speed : 2.6 Mbps
2. Upstream Test: Upload Speed : 0.59 Mbps
---
BT Wholesale Broadband Performance Test comes back with:
Download Speed (Mbps): 2.89
Upload Speed (Mbps): 0.72
Ping Latency (ms): 64.38
--
BT Wholesale Speed Test comes back with:
Download speedachieved during the test was - 2.67 Mbps
For your connection, the acceptable range of speedsis 2.1 Mbps-3 Mbps .
Additional Information:
IP Profile for your line is - 3 Mbps
Upload speed achieved during the test was - 0.59Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
--
Plus.net Current Line Speed Check comes back with:
Estimated line speed: There's no speed estimate currently held on your account.
Current line speed: 2.9 Mb
--
My IP Profile is 3 mbps.
The BT Broadband Availability Checker is saying I should have a speed of 27mbps FTTC impacted, which is the speed quote I was given when I signed up months ago and is the speed I initially started with. Why, then, does it appear that I've been capped for the last 2 months at 3mbps!?

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

jelv — Tue, 09 Sep 2014 17:58:37 GMT

Is your fault ticket still open?

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Tue, 09 Sep 2014 18:03:07 GMT

Yep, the one I opened back on July 13th regarding this is still open and is currently on hold until Friday 26th September.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Wed, 10 Sep 2014 11:04:40 GMT

Thanks to everybody so far who have helped, showing where to go to get speed checks done and whathaveyou. 😃
Would anybody at PlusNet like to chip in...?

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MattyC — Wed, 10 Sep 2014 11:33:03 GMT

Hi MykeUK
I've been looking into this for you.
I will make sure you get some form of ticket update today as the wait time has been very unreasonable.
Matty

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Fri, 12 Sep 2014 14:59:40 GMT

Right, it's been two months since I first opened up the ticket and nothing has been sorted. The fiasco of BT engineers was a nightmare and this isn't the first time my speed has just plummeted to a snail pace, but this is the first time nothing's been done to correct the problem. There's also a horrible crackle on the line that seems to start at every phonecall and makes it very difficult to hear the person on the other end.
The update I was promised was basically 'Openreach are still investigating, come back later' and I'm getting to the point where I don't think this problem is ever going to get sorted. Last time I spoke about leaving the response was "you'll still have the problem but with another provider" but I doubt they'd take this long to sort it out.
I'm also still waiting to see if my request to be moved down to the slower unlimited fibre optic package with the introductory rate as way of an apology for this entire fiasco would be considered.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

Townman — Fri, 12 Sep 2014 17:38:12 GMT

Quote from: MykeUK
There's also a horrible crackle on the line that seems to start at every phonecall and makes it very difficult to hear the person on the other end.

Who is your phone provider? Until the voice line noise issue is addressed, you will not make any progress in trying to address a broadband issue.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

MykeUK — Fri, 12 Sep 2014 17:41:31 GMT

Everything is with Plusnet. It's a line rental and fibre optic package I have with them.

Re: Any chance of knowing when I can expect to receive the service I'm paying for?

Townman — Fri, 12 Sep 2014 17:44:11 GMT

That makes life easier, there is only one provider and therefore no chance for a voice - broadband Ping-Pong game.
Other than the bit of the post I highlighted, are PlusNet clearly aware of the voice line noise?