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Extremely slow internet since contract renewal

Sandralita
Newbie
Posts: 3
Registered: ‎12-04-2023

Extremely slow internet since contract renewal

Since I renewed my contract a few weeks ago, the internet speed decreased significantly and seems to be getting worse every day. According to the contract details, it was to stay the same as before. It says on my PlusNet account page that my speed is 11.2Mbps but my internet is so slow it struggles to email one small photo, and all my Zoom meetings are complaining about how much I am breaking up. It wasn't an issue before renewal. 

6 REPLIES 6
jab1
Legend
Posts: 17,428
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Extremely slow internet since contract renewal

@Sandralita Are you on ADSL or FTTC? I am suspecting ADSL, given you speeds, but I could be wrong.

John
Sandralita
Newbie
Posts: 3
Registered: ‎12-04-2023

Re: Extremely slow internet since contract renewal

ADSL

I only discovered the text 'HELP' to PlusNet feature after I posted the above. They have since found a fault and an engineer might be required. Just waiting for another text reply from them now. 

jab1
Legend
Posts: 17,428
Thanks: 5,669
Fixes: 260
Registered: ‎24-02-2012

Re: Extremely slow internet since contract renewal

Good you found the auto-BOT, and that they have found a problem - saves me some typing 😉 . Let us know what happens.

John
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,891
Thanks: 885
Fixes: 221
Registered: ‎27-04-2007

Re: Extremely slow internet since contract renewal

Hi @Sandralita 

 

I've just been looking into this for you and tests are showing there's a line fault. We'd need to book a visit from an Openreach engineer to get it fixed. Can you let mw know your availability in these times please?

 

Monday to Friday 

 

AM = 08:00 to 13:00

PM = 13:00 to 18:00

 

Adam 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Sandralita
Newbie
Posts: 3
Registered: ‎12-04-2023

Re: Extremely slow internet since contract renewal

I am available at AM on Mon - Wed + Fri, and at PM on Thursdays.

Thank you!

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,891
Thanks: 885
Fixes: 221
Registered: ‎27-04-2007

Re: Extremely slow internet since contract renewal

Thanks a lot, I've got that booked in now for you and have popped a confirmation on your account here: https://www.plus.net/wizard/?p=view_question&id=233015512

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team