seriously [-Censored-]ed with speed and customer service

[#1]

Ive been with plusnet for over 4 years now.

When I took my contract out it was the fastest they had. My welcome mail as shown below stated i would get speeds of approximately 69mbs.

I actually ALWAYS got 76mbps until recently...

my speeds have now dropped to between 35 and 43mbps recently.

i phoned them twice today about it and the first guy was incedibly unhelpful after i waited a full 30 minutes in their queue.

the second time i called a woman answered who tried to be a bit more helpful, and she explained since i took out my contract the packages have changed and that I am now capped at 40mbps.

she said she couldnt put me back on what i was on before but she could put me through to retentions who may put me on the higher package so i would get my speeds back and it would actually cost less than i am paying now.

I was quite happy with this idea..

but then when i got put thru to retentions they refused to move me as they couldnt guarantee my speeds.

so well [-Censored-]ed agaiin,

im now paying more than my original contract due to price increases and only getting around half the speed that i was.

I then tried to email them a copy of my original welcome email and guess what the emails bounced.

no customer services emails anymore.

what a joke,

plusnet used to have the best customer service and the best service,

they are no better than any other provider and in my opinion are no better than thieves moving us to capped services from uncapped without telling us.

If you read this then please provide me my MAC so i can find a new provider.

My original welcome email is below it as lost its formatting being pasted here but can still be read easily

Mike Collins

Dear Mr Collins,

Welcome to Plusnet and thank you for choosing us as your fibre broadband and phone provider.

What happens to your order now?

Your fibre broadband service
We'll need you to provide us with a MAC Key so that we can progress your order. Please contact your old provider and ask them for one.

Once you've got your MAC, you can submit it online, or if we have your mobile number, we'll send you a text message that you can reply to. Your fibre broadband should then be switched over in about a week. Your phone service
Once your fibre broadband service has switched, we'll arrange to switch your phone service. This will take 11 working days. Your fibre broadband and phone service should carry on working with your current provider until the switch is completed.

How you'll know your fibre broadband is ready to use

We'll send an email to let you know. If you've given us your mobile number, we'll text you too.

When we've told you you're ready, you can set up your fibre router.

Now you're with us

To help you get started, we've created the Plusnet handbook.

It'll show you how to manage your account and start taking advantage of the features and benefits you'll get now you're with Plusnet.

Using Plusnet Protect powered by McAfee

Your Plusnet Protect service will be available to use shortly after your fibre broadband account becomes active.

We'll send you an email with full details when it's ready.

How you'll know your phone service has switched

We'll email you when we have the date we expect your phone service to switch to us, and again once the switch has completed.

Find information in our support pagesOur support pages contain lots of guides on every aspect of our service: http://support.plus.net/

Here are some of the most useful ones:

Email setup guides - how to set up the most popular email software: http://www.plus.net/support/email/Billing information - find out how to see your invoices and update your payment details: http://www.plus.net/support/customer_service/billing/What to do if you're having problems with your broadband service: http://www.plus.net/support/broadband/bbfaults/

Every support page lets you give us feedback. Tell us if we're missing anything, won't you?

Use the Help Assistant if you have questions

Prefer not to call? Use the Help Assistant and if the answer's already on our website it'll show you exactly where to look or use it to raise a ticket straight to our support team, who'll be in touch when they've answered your query.

http://help.plus.net/

Take control with My Account

Check your bills online, any time you like; see your broadband usage, change your method of payment and more:

http://my.plus.net/

Terms of Service

You can view the terms and conditions, price guide and acceptable usage policy for Plusnet services here:

http://www.plus.net/terms/

Kind regards,

Plusnet Customer Support
http://www.plus.net/
Email ref: E0064F

-- 
Plusnet plc
Registered Office:
The Balance, 2 Pinfold Street,
Sheffield, S1 2GU
Registered in England no: 3279013

Your Account DetailsAccount Username: cr0wman

Use your main account username when logging into the Plusnet website.

Account Password: Supplied by you when ordering

Forgotten your password?

Your Order

Broadband Product:

Plusnet Unlimited Fibre
18 month contract
(Unlimited usage allowance)

Estimated Broadband Speed:

69 Mbps 
Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.

Phone Calling Plan

Plusnet Weekends

Your Costs

Today you've paid:

£40.48

This covers: The first month of your service P&P for your router

Your monthly payment will be: £34.49

[#2]

Why can't they just lift the cap and see what you get?

[#3]

I asked them to do exactly that,

They said they couldnt

[#4]

It seems the easy option to me, lift the cap with no guarantee and see what you get.

It will either work out for you or it won't but at least you will know plusnet have tried for you then.

[#5]

Hi Mike.

Sorry to hear your speeds have dropped.

From what I can see you're still provisioned on the 80/20 product with our suppliers and your account is provisioned on 80,000kbps, so there's no cap there. Testing your line is also confirming as evidenced by the sync speeds and banding.

GEA Test Detail
Circuit ID	NA	Service ID	BBEU00000000

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	48.9 Mbps
Upstream Speed	10.7 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	635.1
Upstream Rate Assessment	Low
Downstream Rate Assessment	Reasonable
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-19M Upstream, Error Protection Off
Time Stamp	2018-08-27T09:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	47.8 Mbps	48.9 Mbps	48.3 Mbps
Up Stream Line Rate	10.3 Mbps	10.6 Mbps	10.4 Mbps
Up Time	854.0 Sec	900.0 Sec	899.9 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-09-09T09:01:39.358+01:00	2018-09-09T09:16:39.358+01:00
Ingress Code Violation	0	7
Egress Code Violation	0	0
Errored Seconds	7	5
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

The connection profile on your account as shown Here is set correctly at 48mbps.

As this profile is designed to match the IP profile/sync rate of the line, every so often we receive a "delta report" from our suppliers to advise what the sync rate is and we'd automatically update the profile accordingly.

Here's how your line had being doing over the past few years:

	Provisioned			Provided
Date	BT Product	Speed	Contention	Speed	Profile	Event
2018-05-21 03:33:39	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		48000	Generic Speed 48000 No Time Out	Speed update by Delta Report
2018-05-16 18:38:55	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		47400	Generic Speed 47400 No Time Out	Speed update by Delta Report
2018-02-12 18:06:48	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		43000	Generic Speed 43000 No Time Out	Speed update by Delta Report
2018-01-18 21:23:59	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		43600	Generic Speed 43600 No Time Out	Speed update by Delta Report
2017-08-12 20:11:08	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		54600	Generic Speed 54600 No Time Out	Speed update by Delta Report
2017-05-27 15:51:13	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		55600	Generic Speed 55600 No Time Out	Speed update by Delta Report
2017-05-14 16:20:43	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		60200	Generic Speed 60200 No Time Out	Speed update by Delta Report
2017-03-23 03:59:13	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		56400	Generic Speed 56400 No Time Out	Speed update by Delta Report
2017-03-02 09:07:58	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		69400	Generic Speed 69400 No Time Out	Speed update by Delta Report
2016-12-13 04:47:21	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		58000	Generic Speed 58000 No Time Out	Speed update by Delta Report
2016-11-28 16:52:40	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		58200	Generic Speed 58200 No Time Out	Speed update by Delta Report
2016-11-04 07:06:39	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		50600	Generic Speed 50600 No Time Out	Speed update by Delta Report
2016-10-27 21:44:57	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		45800	Generic Speed 45800 No Time Out	Speed update by Delta Report
2016-10-08 03:11:20	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		45200	Generic Speed 45200 No Time Out	Speed update by Delta Report
2016-10-07 19:10:23	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		49200	Generic Speed 49200 No Time Out	Speed update by Delta Report
2016-08-02 11:06:13	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		59600	Generic Speed 59600 No Time Out	Speed update by Delta Report
2016-07-14 05:40:24	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		56600	Generic Speed 56600 No Time Out	Speed update by Delta Report
2016-06-28 21:55:58	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		59000	Generic Speed 59000 No Time Out	Speed update by Delta Report
2016-06-08 17:58:17	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		58400	Generic Speed 58400 No Time Out	Speed update by Delta Report
2016-04-17 05:11:29	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		59800	Generic Speed 59800 No Time Out	Speed update by Delta Report
2016-04-02 22:15:59	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		62200	Generic Speed 62200 No Time Out	Speed update by Delta Report
2016-02-10 04:44:16	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		60200	Generic Speed 60200 No Time Out	Speed update by Delta Report
2016-01-16 14:47:24	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		58400	Generic Speed 58400 No Time Out	Speed update by Delta Report
2015-09-24 17:23:05	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		58600	Generic Speed 58600 No Time Out	Speed update by Delta Report
2015-06-09 07:20:31	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		53000	Generic Speed 53000 No Time Out	Speed update by Delta Report
2015-05-06 02:56:31	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		60000	Generic Speed 60000 No Time Out	Speed update by Delta Report
2015-02-09 03:34:56	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		61600	Generic Speed 61600 No Time Out	Speed update by Delta Report
2014-10-22 13:08:41	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		68000	Generic Speed 68000 No Time Out	Speed update by Delta Report
2014-10-14 00:26:03	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		69600	Generic Speed 69600 No Time Out	Speed update by Delta Report
2014-10-12 16:09:43	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		68200	Generic Speed 68200 No Time Out	Speed update by Delta Report
2014-06-20 11:02:22	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		N/A	N/A	Manual Change
2014-04-17 07:03:58	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Stable, Elevated	80000		N/A	N/A	Provisioned
2014-04-07 20:26:20	WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability	80000		N/A	N/A	Provisioned

While I appreciate your speeds started off at around 69mbps, this didn't last long and your speeds since then have settled around the level that they are now.

Unfortunately as they're within the speed estimates and expectations of your line and we're not finding any problems from our tests and your connection is very stable, there's not much we can do to investigate further, because our suppliers wouldn't accept this as a fault.

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)
	High	Low	High	Low
VDSL Range A (Clean)	64.6	44	17	11

It may be worth trying the steps Here to try to eliminate the possibility of any internal wiring affecting your speeds.

If you would like to move to another provider, you don't need a MAC code anymore. If I recall correctly this changed mid-2015 to the Gaining Provider Led process.

This means all you'll need to do is place an order with another provider which uses the Openreach network and in roughly 10 working days your service will leave us and we'll close your account.

That said, it's unlikely that another provider that uses the Openreach network will be able to provide you with much more speeds than what you're currently receiving. 

It's possible that your speeds are on the low end of the estimates and have dropped over the years due to cross talk which is essentially interference from other connections in the cabinet as others in your neighbourhood go onto fibre.

If you would like a new deal recommend calling our customer options guys on 0800 013 2632 as we can either recontract you on the same 80/20 product making no changes to your speeds giving you a cheaper deal, or we can move you down to the 40/10 product generally on an even cheaper deal.

I hope this helps clarify things.

[#6]

well it now seems to be getting worse

today im down to 32 -34mbps

this is getting beyond a joke now

[#7]

Hi there, 

Have you been able to follow the checks that @Gandalf linked to in his reply?