Anyone had issues with speed after contract renewal?

[#1]

Hi,

Just rolled over my contract from Fibre Extra (copper wire) to Fibre Extra with no change of product (it's pointless changing to full fibre as it's not heavily used*), and the download speed has dropped precipitously from ~33Mbps down to 7Mbps (5Mbps at peak time).

When I renewed, I got the standard "estimated speed" email which stated these speeds, so I phoned and got a contact from Plusnet stating that was a mistake and I should be getting nearer 65Mbps and I thought it was sorted. Now I'm finally using it, and all speed tests (including the BT Wholesale one from the member centre) show 7Mbps download and the "guaranteed speed" in member centre is still showing 6-7 Mbps (see attachment).

I have contacted Plusnet (via phone) and it is still apparently an error, and should be corrected soon (the guy on the phone actually resubmitted the order to Openreach to improve the speed back to where it should be)

I don't understand how a mistake like this has happened, given that the actual FTTC broadband product being provisioned should be identical to what I had before. The bill has gone up £1 per month to the previous contract, so I'm more than slightly irritated that I'm currently paying c.2007 ADSL Max prices for a c.2007 ADSL Max level of service.

*I pay the bill, but it's at a family member's house who is not a heavy video streamer, so wouldn't really need the extra speed a full fibre connection would give.

[#2]

What actual speed do you get using https://www.speedtest.net/  ?

[#3]

Speedtest.net is currently showing 5.70 Mbps down and 0.62 Mbps up. Earlier today it was more 7.62/0.72

[#4]

OK - either you have a fault on the connection, or someone has provisioned you horribly wrongly. What does your Hubs Technical Log show for 'Data Rate'?

[#5]

I don't have a Hub - as I wasn't switching product I didn't feel the need to change over.

According to who I spoke to, it does sound like a horrendous provisioning error, but I don't know why it was made, when I wasn't changing *anything* to do with the actual product, just the contract (and the cost) was rolling over.

[#6]

OK - I wasn't aware you were using your own kit, and as Plusnet are aware of the failure, I shall refrain from further comment.

[#7]

I was just interested to see if anyone else had had this issue. It's an odd one, certainly. 

[#8]

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@geejaytee wrote:

I don't have a Hub

What do you have ?

You should be able to see from your modem status page, what type of DSL is running, i.e. ADSL, ADSL2, VDSL 17A, etc

Which would help identify a provisioning error

.

[#9]

Good Morning @geejaytee, I can see your speeds have now changed on our side. Can you run a speed test for me please to see if it has improved on your side?

[#10]

Speedtest is still showing 5.82 dl and 0.72 ul:

EDIT: I've rebooted the modem (Technicolor TG582n) and the router - TP-Link Archer C7, and speedtest is still showing around the same values.

I have a couple of open "Questions" but there's no way of replying to them via the Member Centre to find out what is going on.

[#11]

@geejaytee Can you drop me a private message please and I can run some tests on your line and I can see if there is a fault. 

[#12]

@ClaudiaG23 That's a bit vague, a private message saying what exactly? You say you have seen a change in speed in your previous message #9 so presumably you know the account details already. 

 So what info do you want from @geejaytee ?

It does suspiciously look the line has been provisioned on ADSL by mistake.