topic Re: Another Complaint about Plusnet . . . in Plusnet Feedback

Another Complaint about Plusnet . . .

richald — Mon, 20 Jul 2015 15:31:17 GMT

my broadband has been slowing down over the last 10 months or so . . . and it wasn't brilliant to start with!
Test_Date Download
Mbps
23 Sept 2014 3.48
23 Sept 2014 3.49
23 Sept 2014 3.48
02 June 2015 2.84
28 June 2015 2.90
03 July 2015 2.52
03 July 2015 2.52
09 July 2015 1.83
09 July 2015 1.84
09 July 2015 1.84
17 July 2015 1.59
17 July 2015 1.62
thing is
a) can't get through to customer support to pass this info on
tried live chat - got dumped on raising a fault page - after 2 or 3 increasingly irrelevant and pointless questions I just shut the page down
rang 0800 number, sat for a while listening to inane and annoying music so rang off
b) I've just signed up for fibre (engineer due in 3 days time!)- promised speed is 40Mbps but question is will that speed
sink slowly in the west like my ADSL speeds
I am really link:censored OFF with Plusnet at the moment!
adie:red removed avoidance of swear filter as per link:rules]

Re: Another Complaint about Plusnet . . .

adamwalker — Mon, 20 Jul 2015 16:23:46 GMT

Hi richald,
Sorry about the long waits.
FYI for future reference you can raise faults online without needing to call first at http://faults.plus.net
I've just performed some diagnostic tests which didn't show anything obvious but bear with us and our faults team will reply back to your ticket over the next few days.

Re: Another Complaint about Plusnet . . .

Estragon — Mon, 20 Jul 2015 17:24:29 GMT

I don't want to sound rude, but is signing up for 18 months to a more expensive product when you have a problem with your existing connection and difficulty contacting anyone about it a wise move?

Re: Another Complaint about Plusnet . . .

Chris — Tue, 21 Jul 2015 08:32:08 GMT

The line doesn't look particularly unstable:

Just running some more tests now.

Re: Another Complaint about Plusnet . . .

Chris — Tue, 21 Jul 2015 08:40:19 GMT

WBC 160K - 24M No delay (INP 0) 15dB Downstream, 448 No delay (INP 0) 6dB Upstream (ADSL2+)
The bit in bold is the key, your target SNR has slowly been increasing. Each increase of 3db will knock your speed down slightly. I've reset that and you should see an improvement in speed.
I've also noticed that the upload is capped, however as there is an order going through for Fibre I can't place another order to remove that cap.

Re: Another Complaint about Plusnet . . .

Townman — Wed, 22 Jul 2015 11:05:58 GMT

Hi Richard,
A warm welcome to the forums.
First for clarity, line speed has nothing to do with the ISP, but rather everything to do with the quality of the BT Openreach line, your internal wiring and if connected over wifi the local performance of wifi.
The information posted by Chris is disconcerting, it suggests that there could be an issue with your connection. If that is in the d-side or your internal wiring it is likely to impact the fibre performance as well. Given there is an order on the line, nothing can be done now until the fibre is delivered. The good news is that the BTOR engineer (you can hope that you do not get a sub contractor) should fit a new faceplate / filter and hopefully double check the d-side. With a bit of luck if there us a fault there he might fix it.