Broadband speed availability has changed after order

[#1]

Hello,

plusnet had 66-72 available speed on my property, which I switched to (activating on the 21st of August) , due to BT not having that speed. I have spoke to openreach several times and they found an issue which they fixed and said I should be able to get 80mbps now, which I raised to BT and were not able to assist.

While I was very happy with BT for years, their migration to EE's customer service has caused a lot of issues for me in terms of communication and who to speak to.

On plusnet currently, it does not show the speed I ordered available anymore for my property. I am unable to figure out what speed I will be getting once it is live, I don't want to change providers if it is going to stay the same. I've attached the photo of the speed I ordered.

 

[#2]

@MrEkeis Looking at the Availability Checker you posted, it appears your Fibre cabinet has no spare ports - hence the 'Waiting List' comment. but as you already have a fibre connection, your move to PN should still proceed - it merely requires a change (in the cab, I believe) to move you.

[#3]

@jab1 

Hi, thank you for the reply.

Would it be possible to see what speed I will be getting from plusnet? The speed online has changed from the above photo, to the blow.

[#4]

As you will be moving to a SOGEA (no phone component) package, and going on the details in that availability checker, you are extremely close to your cabinet, and should, therefore, get the speeds advised initially, or even better.

The PN 'guess my speed' system appears to have a mind of its own, and gives variations which bear little resemblance to reality. Which Hub/router do you currently have, as information from that may help me (or others) to give you a slightly more sensible answer?

[#5]

@MrEkeis I would get a written confirmation of the higher speeds - if you proceed with a 28.8Mbps guaranteed speed that is all they will guarantee. You might get a faster connection, but if there is a problem in the future that causes it to reduce, as long as the sync speed is >= 28.8Mbps it won't be treated a a fault - and you will be locked into a 24 month contract. 

[#6]

@jab1 I don't believe it is a hardware issue however, I am using a BT Smart Hub 2, main connection, which then goes into a tp-link switch, then 3 wireless extenders tp-link Deco s7. We have a large house and 3-4 people working from home/gaming/house wife, guests.

So while we are getting the guaranteed download/upload at up to 30mbps/7mbps, it is extremely low and open reach have looked into it and "fixed" issues which they promised I'll be able to upgrade, however I cannot find a provider which offers it on their site. I found plusnet, now the offer is gone after my purchase.

@corringham thank you for the reply, will do.

[#7]

@corringham I agree with your suggestion, but given the information on the BTw checker, the OP should be getting close to the max, as shown. I asked for the hub/router data, as that should give us the line attenuation, and therefore an intelligent estimate of their actual achievable speed.

[#8]

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@MrEkeis wrote:

@jab1 I don't believe it is a hardware issue however, I am using a BT Smart Hub 2, main connection, which then goes into a tp-link switch, then 3 wireless extenders tp-link Deco s7. We have a large house and 3-4 people working from home/gaming/house wife, guests.

So while we are getting the guaranteed download/upload at up to 30mbps/7mbps, it is extremely low and open reach have looked into it and "fixed" issues which they promised I'll be able to upgrade, however I cannot find a provider which offers it on their site. I found plusnet, now the offer is gone after my purchase.

@corringham thank you for the reply, will do.

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It isn't a 'hardware' issue, the reason I asked for your hub details was to find out which 'page' on there would give us an idea of your possibilities re speed. As you have a BT SH2, although I have no direct experience of them, but understand they resemble a PN Hub2, is there any chance of you posting a screenshot of the page on there which resembles this:

Please edit your reply to ensure you post no personal details

[#9]

@MrEkeis if you've already placed the order with PLusnet, then you should have received confirmation with the estimated and guaranteed speeds. Is that not the case ?

[#10]

@MisterW You are right, I looked at the emails before and I must have missed it, thank you!

[#11]

@jab1 Yes thank you.

[#12]

@MrEkeis Thank you. I am now going to get my lunch, and then I'll be out for a while, so just a quick comment. The attenuation figures in that screenshot suggest to me that you are further away from your fibre cab than the BTw checker suggests, so I suspect you may have a problem hitting the high values suggested on there.

Maybe @MisterW  or @corringham would like to comment, and correct any misconceptions I may have?

[#13]

That's really not good!

Either there's still a fault present on the line or the BT wholesale estimates are wrong!

The attenuation figures in that screenshot suggest to me that you are further away from your fibre cab than the BTw checker suggests,

Maybe there's some aluminium cables in there...

[#14]

@MisterW Given the DSL uptime, I suspect a fault?

[#15]

Hadn't looked at that, got as far as the speeds and SNR figures. I had expected that if a previous fault had been fixed , that the line may still be banded and thus the SNR would be elevated.

@MrEkeis what type of BT master socket do you have ?

do you have any internal extension wiring ? and is your router connected to the master socket ?