topic Re: Slow Download Speeds - many reports but nothing on Service Status in Plusnet Feedback

Slow Download Speeds - many reports but nothing on Service Status

Oldjim — Sun, 17 Sep 2017 07:26:44 GMT

This is why I am posting here https://www.thinkbroadband.com/news/7825-slow-download-speeds-blighting-plusnet-users-on-saturday

While some may want to describe their individual problems as a national outage with a broadband provider, when we investigated reports of slow speeds for Plusnet broadband customers we were able to see some 5 to 10% that were affected. After pulling back the full dataset for Saturday from 9am to 6pm we have expanded that estimate to say that only 16% of Plusnet customers are testing above 20 Mbps, whereas over the period of a month this is normally 40% of customers, and if you extend down into the ADSL2+ speed region we usually see 60% of users over 10 Mbps at Plusnet but today it is only 20%.

The sympton if you have not already spotted on your Plusnet connection is that the download speed is slower than the upload speed for VDSL2/FTTC customers, this differentiation may not be so clear cut for ADSL2+ customers due to its slow upload speeds. Examples of tests from people affected are 2.8 Mbps down, 5.8 Mbps up and 1.5 Mbps down, 2 Mbps up the person with the 5.8 Mbps upload is probably on an up to 76 Mbps service. There are those who are getting good results e.g. 37 Mbps down and 2 Mbps up so we know its not a total network wide issue.

In terms of locations our initial investigation suggested perhaps a smaller number of postcodes, but looking at the postcode groups from the larger sample a non-exhaustive list seems to be B, BA, CA, CV, E, EX, GL, GU, HP, IG, KY, LA, LL, ME, ML, NN, OX, PA, RG, SA, SK, SP, SS, TQ.

Re: Slow Download Speeds - many reports but nothing on Service Status

chippiearnold — Sun, 17 Sep 2017 07:46:33 GMT

I was having the slow download issue on Saturday 16th, but all appeared to go back to normal at around 7:15pm.

I don't suppose I should hold out much hope of getting an explanation of the issue from Plusnet, seeing as how they didn't even publicly acknowledge the problem in the first place. Would be nice to know though...

Re: Slow Download Speeds - many reports but nothing on Service Status

rongtw — Sun, 17 Sep 2017 08:08:46 GMT

I had it all day yesterday No replies from plusnet here or Twitter or Facebook

and would be a waste of time on the phone

and this morning is still the same .

Re: Slow Download Speeds - many reports but nothing on Service Status

djcjuk — Sun, 17 Sep 2017 08:12:44 GMT

Same problem here. North London exchange down from 77 to 9 Mbps.

Re: Slow Download Speeds - many reports but nothing on Service Status

djcjuk — Sun, 17 Sep 2017 09:48:17 GMT

My Fibre speed is now back to normal North London exchange. 10-30 am 17th Sept 17

Re: Slow Download Speeds - many reports but nothing on Service Status

southerner — Sun, 17 Sep 2017 12:40:10 GMT

That's interesting. Did feel like walking through treacle yesterday. My VPN even felt faster than a direct Plusnet connection but I might have imagined that.

Re: Slow Download Speeds - many reports but nothing on Service Status

rongtw — Sun, 17 Sep 2017 12:57:14 GMT

And Still NO input from Plusnet

Re: Slow Download Speeds - many reports but nothing on Service Status

rongtw — Sun, 17 Sep 2017 13:37:15 GMT

Just had a reply from Plusnet on Bookface

We experienced an issue that affected a small number of customers yesterday which should now be resolved, sorry for any inconvenience. - Adam

?????? 36 hours and they say we had Issue and as per usual its only a small number of customers

But NOWT on service status

Re: Slow Download Speeds - many reports but nothing on Service Status

ReedRichards — Sun, 17 Sep 2017 13:56:19 GMT

The reality is that a large number of customers were affected and, as best as I can tell, not just those of Plusnet. Plusnet need to work out how they can keep customers up to date with wider internet problems - including those that are beyond their control. Go on Plusnet, do us proud.

Re: Slow Download Speeds - many reports but nothing on Service Status

billnotben — Sun, 17 Sep 2017 13:59:11 GMT

Better the customer wastes time chasing faults than the company.

If there is a black book of business mantras I expect that is there somewhere.

Re: Slow Download Speeds - many reports but nothing on Service Status

rongtw — Sun, 17 Sep 2017 14:48:42 GMT

Dont know why they so scared to talk to customers when there is a problem , its the stick your head in the sand attitude

Re: Slow Download Speeds - many reports but nothing on Service Status

rongtw — Sun, 17 Sep 2017 14:52:08 GMT

Ps Plusnet Its Not fixed !!!!!!!! just better

Re: Slow Download Speeds - many reports but nothing on Service Status

ReedRichards — Mon, 18 Sep 2017 07:20:14 GMT

Whilst I was experiencing problems on Saturday afternoon I visited this site http://downdetector.co.uk/problems/plusnet . Their chart showed a rising volume of "outages" during the day. It's a bit feeble if Plusnet profess to be unaware of their difficulties when an external monitoring site can tell.

Re: Slow Download Speeds - many reports but nothing on Service Status

rongtw — Mon, 18 Sep 2017 07:43:38 GMT

@ReedRichards Dont forget they did admit to a SMALL amout of customers affected

Re: Slow Download Speeds - many reports but nothing on Service Status

Oldjim — Mon, 18 Sep 2017 08:10:56 GMT

http://downdetector.co.uk/problems/plusnet/news/158403-problems-at-plusnet-2

Re: Slow Download Speeds - many reports but nothing on Service Status

rongtw — Mon, 18 Sep 2017 08:56:31 GMT

@Oldjim yes its a Small customer map

Re: Slow Download Speeds - many reports but nothing on Service Status

RichardB — Mon, 18 Sep 2017 09:55:10 GMT

The lack of any service status updates from PN during and after this weekends, clearly widespread, issues is concerning.

PN do not seem to grasp that failure to report issues via the PN Service Status results in the customer base not being able to trust the PN Service Status and by implication PN itself.

Richard

Re: Slow Download Speeds - many reports but nothing on Service Status

rongtw — Mon, 18 Sep 2017 11:19:48 GMT

well normal service has not been resumed , i am still lacking a wee bit Down and up

Re: Slow Download Speeds - many reports but nothing on Service Status

ReedRichards — Mon, 18 Sep 2017 12:19:38 GMT

@RichardB wrote:

PN do not seem to grasp that failure to report issues via the PN Service Status results in the customer base not being able to trust the PN Service Status and by implication PN itself.

Failure must surely also result in a greater volume of calls to the Plusnet Tech. Support phone line and these will be calls about which nothing can be done for the individual caller. So it's a waste of Plusnet's own resources.

Re: Slow Download Speeds - many reports but nothing on Service Status

tijara33 — Tue, 19 Sep 2017 14:42:50 GMT

I've now joined the consolidated thread. So despite the 10,000s of affected customers there is still no word from Plusnet. I speak as a victim in SP6.