Internet speed slower after contract renewal. not hitting minimum speeds

[#1]

Not sure whats happened by the last few weeks my internet has been a lot slower than it used to be.

Used to be able to run a game and watch youtube, now trying to do both lags the game and makes youtube buffer or lower quality to compensate. even running just one isnt a perfect fit.

running speed checks when this is happening brings back results of 10-15mbps, compared to the 30 minimum i should be getting and i think getting close to 50 before.

Only thing thats changed has been i renewed my existing contract but i dont see how that would cause such a change if it should be continue as before.

[#2]

Have you a wired or wifi connection? Your new contract should not make the slightest difference but some say wifi is the work of the devil and can change itself at will. First and essential step is to test speed with a wired connection direct to your router, if speed OK then try bringing your wifi device close to the router and gradually move it elsewhere to see if you can eliminate possible causes such as a new electrical appliance, new furniture which may contain some form of metallic screening etc.

If your wired connection speed is down then ring Plusnet who can run tests of their own. Perhaps other forum members can suggest further measures.

[#3]

@Benjack 

Report a fault using the phone bot. See: https://www.plus.net/help/legal/complaints-code-of-practice/

If you take a 24 month contract as an example, statistically, 1 in 24 of random faults will occur within the month following contract renewal. 

[#4]

I did use the phone bot, it didnt find anything. said it would refresh something but hasnt progressed from that yet

why would a contract renewal suddenly cause errors. everything with the past contract has been fine for the last 2 years or so

[#5]

@Longliner currently wireless as it was before the contract renewal. will try to find my ethernet cable to try a wired connection.

its just weird that everything is the same as before but now isnt.

unfortunately wont be able to move my device to the router as its a tower pc, but try clearing some of the space around it.

[#6]

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@Benjack wrote:

I did use the phone bot, it didnt find anything. said it would refresh something but hasnt progressed from that yet

why would a contract renewal suddenly cause errors. everything with the past contract has been fine for the last 2 years or so

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Depending on the fault - if there is one - the automatic testing the bot uses doesn't always find a fault. Can you attach a screenshot of your Technical Log - Information page from your router, obscuring your user name, please. 

[#7]

sure, how do i get the technical log?

[#8]

Assuming you have a Plusnet Hub2, log into it and navigate to the page in the screenshot attached.

[#9]

hopefully thats what you were looking for

[#10]

The first screenshot tells me all I need to know, thanks. You have been banded, presumably due to previous faults. I suggest you contact PN by phone, and request an engineer visit to investigate. You may well find  you have to push hard for it, though - Openreach are reluctant to send engineers out if 'the computer says 'everything is OK - which in your case it clearly isn't.

[#11]

so my connections being throttled? great

connection isnt full fibre, still copper from cabinet to house. could this be a way to push me to full fibre by the end of the year when it gets discontinued by making my current set up worse? id like to get a full fibre just having issues getting the necessary permissions to do so

[#12]

Your connection is banded due to a fault, it is nothing to do with 'a way to push me to full fibre'.

[#13]

fair enough.

so probably easier to keep chasing people to get full fibre and hope issue goes away

[#14 · Accepted solution]

If you can persuade your landlord to allow Full Fibre, yes the problem will 'go away', but I would still get the fault looked at  - you don't know how long you will have to wait.

[#15]

ok, thanks for the help