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

[#1]

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).

[#2]

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