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Broadband speed slower thanis should be.

siewierzan
Dabbler
Posts: 16
Thanks: 4
Registered: ‎09-08-2022

Re: Broadband speed slower thanis should be.

Hi 

How can I cancel contract?

Sorry to say, but there're trouble from the begining with my order and speed, so I would rather try diffrent company. 

Community help here is great, but overall, i'm not happy with service. 

 

Thankyou.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,924
Thanks: 862
Fixes: 223
Registered: ‎27-04-2007

Re: Broadband speed slower thanis should be.

Hi there, I'm sorry you want to cancel, you've got to do what you feel is right for you. 

 

You can either cancel by placing an order with a new provider and that will cancel the account with us in turn or you can contact our customer options team as per the details here: https://www.plus.net/help/legal/cancellation-policy/

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
siewierzan
Dabbler
Posts: 16
Thanks: 4
Registered: ‎09-08-2022

Re: Broadband speed slower thanis should be.

Hi 

Sorry to resurect this again. 
I called customer service to tell them I want to leave. Guy on a phone told me that I can't do it because I didn't let  them know that fault is still there. 

Another enginer visit has been booked to come to the house and check is everything OK with wires etc. 

He had a look, check the boxes, swap some wires at master socket and told us that he can't do anything else end it's all fine here. 

Now - PING is higer , download and upload speed are lower (42 and 15) - not the best experience to say at least - see attachment.

Do I need to call customer service and tell them that problem is still here? 

Cheers.

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Broadband speed slower thanis should be.

Hi @siewierzan,

I'm sorry to hear that you've experienced lower speeds following the recent engineer visit. When you've tested the speeds following this visit, have you been connected via Wi-Fi or Ethernet cable? You had also mentioned the engineer swapped out some wires - do you know which ones these were? For example, were they the Ethernet cables, the wires between the router and the master socket, etc.?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
siewierzan
Dabbler
Posts: 16
Thanks: 4
Registered: ‎09-08-2022

Re: Broadband speed slower thanis should be.

Hi Smiley

All conected with ethernet cable.

It was at master socket. Not shure that he swapped them just: "shuffled".

He did conect hub to master socket (I did as well sometime ago), but there was no change in speed etc.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,623
Thanks: 10,186
Fixes: 1,606
Registered: ‎21-04-2017

Re: Broadband speed slower thanis should be.

Hiya, 

I'm sorry to see you're still having issues. 

I've tested your line and the tests are showing a fault which's likely to be why your speed's not quite where we'd expect.

I've reported the fault to our suppliers and an engineer should be investigating this within the next 3 working days.

We'll let you know as soon as we know more but feel free to post back with how things go. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
siewierzan
Dabbler
Posts: 16
Thanks: 4
Registered: ‎09-08-2022

Re: Broadband speed slower thanis should be.

Hi 

thankyou very much. I also received text message about fault - great communication Smiley

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,623
Thanks: 10,186
Fixes: 1,606
Registered: ‎21-04-2017

Re: Broadband speed slower thanis should be.

Hi @siewierzan,

Cheers, no problem Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
siewierzan
Dabbler
Posts: 16
Thanks: 4
Registered: ‎09-08-2022

Re: Broadband speed slower thanis should be.

Hi

Me again. After having 2 engineers checking everything to fix the fault that is still there, I've been told that now case is closed - just like that. Apparantely my speed is over 51Mbps, so above minimum.

Problem is that speed is excatly the same as it was around - 46Mbps - see attachment.

Case was closed and I was just fobbed off. Is this the way to deal with customers?

Only reason I can think about that Plusnet did that is - time was coming to an end of 30 days to repair the fault and obviously you don't want me to leave. 

I'm shure that when I call you again to report problem you will start 30 days repair time again. 

Any ideas how to sort it out  in civilized way?

Thanks

jab1
Legend
Posts: 18,645
Thanks: 6,072
Fixes: 281
Registered: ‎24-02-2012

Re: Broadband speed slower thanis should be.

@siewierzan If you see and answer this in the next ten minutes or so - can you post the detail from: BT Broadband  -obscuring your phone number?

John
TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Broadband speed slower thanis should be.

Hi @siewierzan,

I'm sorry to hear that you're experiencing slow speeds on your end. I've run some tests on your line this morning and I can see that it's currently syncing at 50.1Mbps, which is below the estimated line speeds, but at the minimum guaranteed rate. Do you have a landline phone setup within the property and If you do, can you hear any sort of background noise on the line? The reason I ask is that I can see part of this investigation had been logged as a landline fault - though that has since been resolved, our testing isn't picking up any obvious reasons for a lower speed, so I just want to make sure we're checking everything we can before proceeding at this stage.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
bobbob455
Hooked
Posts: 5
Registered: ‎14-11-2022

Re: Broadband speed slower thanis should be.

I'm having exactly the same issue, i was getting slow speeds after switching from Sky to Plusnet. Plusnet said there was a fault in my house, they came out & disconnected an extension socket (without my permission or knowledge), & fitted a new master socket. I got the same message as you, that my speeds are now over their minimum of 53.5 & they're closing the matter, using the BT speed checker that they recommend im getting 44-46. I guess they don't want repeat business, as i will be changing to a different provider when my contract expires.

jab1
Legend
Posts: 18,645
Thanks: 6,072
Fixes: 281
Registered: ‎24-02-2012

Re: Broadband speed slower thanis should be.

@bobbob455 Piggy-backing on another posters topic is not helpful and bad forum etiquette. If you want help, please start your own.

Welcome to the forums, BTW.

John
bobbob455
Hooked
Posts: 5
Registered: ‎14-11-2022

Re: Broadband speed slower thanis should be.

What? I thought the purpose of a forum was to comment on peoples posts? Especially if I'm having the same experience as the IP. Personally I see it as very helpful & certainly not bad forum etiquette. You need to understand the purpose of a forum.

jab1
Legend
Posts: 18,645
Thanks: 6,072
Fixes: 281
Registered: ‎24-02-2012

Re: Broadband speed slower thanis should be.

At the risk of derailing this topic (sorry, @siewierzan ), you possibly need to understand that on here, it is not good form to insert what looks like a request for help - as I said, if you want help, start your own topic, or leave the topic alone - extraneous comments don't help the OP, or those trying to solve the issue.

BTW - I do understand the purpose of a forum, I've been on quite a few in my life.

John