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ADSL broadband test results being ignored by CS Staff - Please help

Fibred_Off
Newbie
Posts: 1
Registered: ‎01-08-2019

ADSL broadband test results being ignored by CS Staff - Please help

Please can someone at PlusNet ensure my issue is being dealt with?

 

 - CSC - CS Escalations
11:14am, Tuesday 30 Jul 2019
Dear Mrs ,

##internal##



speed test conducted for customer. result was 3.6 mbps. within range. line dropped, called customer back left voice mail advising of results.



Kind regards,

[CSA Removed]

[Email notification sent to: **************@gmail.com]
Your Response
4:20pm, Tuesday 30 Jul 2019
Hello,

Still receiving very low speeds, performed further tests on http://speedtest.btwholesale.com/

Download Speed (Mbps): 0.56
Upload Speed (Mbps) : 0.51
Ping Latency (ms): 1306

Reset router and ran test again.

Download speedachieved during the test was - 0.56 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.25 Mbps

Further investigation required.
Your Response
10:20am, Wednesday 31 Jul 2019
Ran a further speedtest this morning.

Download Speed (Mbps): 0.08
Upload Speed (Mbps) : 0.54
Ping Latency (ms): 1174
Your Response
2:21pm, Wednesday 31 Jul 2019
And this afternoon.

Download Speed (Mbps): 0.48
Upload Speed (Mbps) : 0.54
Ping Latency (ms): 1165

Further Diagnostics - The browser session has timed out.
Your Response
10:21am, Thursday 1 Aug 2019
This mornings speed test results.

Download Speed (Mbps): 0.72
Upload Speed (Mbps) : 0.46
Ping Latency (ms): 1325

Download speedachieved during the test was - 0.72 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.18 Mbps

Upload speed achieved during the test was - 0.46Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

IT APPEARS I AM THE ONLY PERSON DOING ANYTHING ABOUT MY ONGOING LACK OF BROADBAND & SERVICE. PLEASE ESC ALATE THIS FAULT FOR A RESOLVE. ALTERNATIVELY, REMOVE MY CONTRACT DATE SO I CAN CHANGE PROVIDER TO A COMPANY THAT CAN PROVIDE BOTH BROADBAND & SERVICE THAT IS FIT FOR PURPOSE.

THIS IS A SHAMBLES
Your Response
9:24am, Friday 2 Aug 2019
Download Speed (Mbps): 0.56
Upload Speed (Mbps) : 0.55
Ping Latency (ms): 1132

Download speedachieved during the test was - 0.56 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.18 Mbps

Upload speed achieved during the test was - 0.55Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
 

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

1 REPLY 1
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Plusnet Help Team
Plusnet Help Team
Posts: 459
Thanks: 54
Fixes: 18
Registered: ‎06-08-2018

Re: ADSL broadband test results being ignored by CS Staff - Please help

Hi there,

 

Thanks for getting in touch.

 

I'm sorry that your broadband speed is not as expected, I appreciate you have run a few tests there to indicate this.

 

I have looked into the speed and have responded here with some advice on troubleshooting, you can also find this here:

 

If you continue to experience problems after this, please come back to us via the ticket and let us know when you've done so.


Thanks – LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team