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288/1152 sync speed - Plusnet 1mb config?

Rolo0207
Dabbler
Posts: 14
Fixes: 1
Registered: 15-12-2016

288/1152 sync speed - Plusnet 1mb config?

Been having issues with new plusnet line which is configured as fixed 1mb, but plusnet telephone support would not do anything whilst in 10days settling period. Surely this should be obvious on their system? Worst it was that they seemed to not understand that I would not pay for a substandard line speed, quoting that line speeds are only an estimate. Plusnet have not put me on the service that I was contracted to. Any thoughts?
8 REPLIES
caravanj
Aspiring Pro
Posts: 218
Thanks: 37
Fixes: 2
Registered: 31-07-2014

Re: 288/1152 sync speed - Plusnet 1mb config?

Rolo0207
Dabbler
Posts: 14
Fixes: 1
Registered: 15-12-2016

Re: 288/1152 sync speed - Plusnet 1mb config?

Thanks for the link, it doesn't look promising as I can't see that the person in the link actually had their problem resolved! I f it doesn't get resolved I will just move to a different provider I suppose.
caravanj
Aspiring Pro
Posts: 218
Thanks: 37
Fixes: 2
Registered: 31-07-2014

Re: 288/1152 sync speed - Plusnet 1mb config?

@Rolo0207

I'm working on the basis that it got fixed as there were no more posts from the complainant.

The link below is more or less the same problem but with BT so it seems that it's a case of an ISP putting users on the wrong service & it should be a simple matter of putting you onto ADSL Max.

I assume you aren't in a fibre area yet.

http://forum.kitz.co.uk/index.php?topic=449.0

Rolo0207
Dabbler
Posts: 14
Fixes: 1
Registered: 15-12-2016

Re: 288/1152 sync speed - Plusnet 1mb config?

I have just come from a fibre connection but no fibre here yet. Annoyingly the exchange is enabled, but not to our house cabinet yet, most of the village can get it. Hopefully someone from plusnet will see the mistake and fix it, I have a bad feeling that they will force me to wait out my 10days settling period before admitting to a mistake though. The whole process of moving house with plusnet is something I want to put behind me though as they cancelled my first order without telling me so I was online a week later than originally told, and now at a very low speed. It doesn't help that everytime I try and call them there is a monumental waiting time on the phone and for very little actual help. Anyway, rant over! Thanks for your help!
caravanj
Aspiring Pro
Posts: 218
Thanks: 37
Fixes: 2
Registered: 31-07-2014

Re: 288/1152 sync speed - Plusnet 1mb config?

@Rolo0207

Ooh, I feel your pain!!

In 2014 we moved from a Virgin cable 100 Mbps connection to around a 3 Mbps ADSL connection but we got an FTTC connection in May 2015 & we're now on a 50 Mbps connection.

HM  Government should stop sending billions to Africa, Syria & God knows where else & spend it on fixing our infrastructures.

It seemed the longest year ever.

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: 288/1152 sync speed - Plusnet 1mb config?

Hello @Rolo0207

 

Massive apologies for the slow speed and for the advice given over the phone yesterday.

 

Looking into the account I can see the order was incorrectly provisioned on wholesale product of Home/Office 1000 which essentially capped at sync 1152.

 

I can see that one of my colleagues has picked up your fault ticket and is in the process of modifying the service to change the speed. This order will go through by Monday.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Rolo0207
Dabbler
Posts: 14
Fixes: 1
Registered: 15-12-2016

Re: 288/1152 sync speed - Plusnet 1mb config?

Thanks! Fingers crossed it will corrected early next week. Thanks for taking my issue seriously and actually looking in more detail at this.
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: 288/1152 sync speed - Plusnet 1mb config?

No problem.

 

I'd be surprised if the speed didn't increase come Monday, but feel free to let me know if you have any problems.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support