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Line sync speed dropped - Tried calling customer support, didn't help.

gnicholson8
Grafter
Posts: 319
Registered: 06-11-2013

Line sync speed dropped - Tried calling customer support, didn't help.

Right, so when I had the line installed, It's been perfectly fine but my sync speed dropped from 80Mbit/second sync speed (from when the engineer was here) to 72Mbits it is set at now.
I had A LOT of disconnects because I moved, swapped, fitted equipment to the wall and since then my line sync dropped and apparently my IP profile has gone from the amazing 80Mbps I had which equated to a download speed of 70-73Mbps to what I have now which is making it lucky if I hit above 65Mbps on a good day, I know it isn't a lot but I was told the estimate was 76Mbps and I could expect to reach within 1Mbps... (I am running almost 10Mbps slower than estimated.
So I phoned support to see if they can raise my IP profile from what I had but he refuses to do this and apparently I am only guaranteed "his words" anything above 12mpbs (as thats what the BT speedchecker says I can hope to receive) I thought it would be pretty easy to ask them to raise the IP profile speed back up :/
Tbh the guy was a bit cocky too, he said "is my PC connected wireless or ethernet and I'll have a faster speed by hooking the PC direct to the Openreach modem" despite me telling him it was my SYNC speed I was interested in being raise to which he replied "I know what a sync speed is"
11 REPLIES
Community Veteran
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Registered: 10-04-2007

Re: Line sync speed dropped - Tried calling customer support, didn't help.

I suspect that it's not that he refused, more that Plusnet are not given the same control as they are on ADSL. The only way it can be done is by arranging an engineer visit to investigate. When he finds nothing wrong other than you caused the drop yourself by frequent disconnections you'll be charged for the call out. If the line stays stable with no disconnections it should rise again.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
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gnicholson8
Grafter
Posts: 319
Registered: 06-11-2013

Re: Line sync speed dropped - Tried calling customer support, didn't help.

Fair enough, I'll probably leave it then...
adie:quote
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Re: Line sync speed dropped - Tried calling customer support, didn't help.

You could be in for a long wait, you'll need patience Smiley

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Superuser
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Re: Line sync speed dropped - Tried calling customer support, didn't help.

How the speed issue might be resolved is one thing, the conduct of the CS rep (as has been reported) is quite a different matter.  At best he has not explained things as clearly as he might have done.  As I understand matters, one cannot get direct synch stats on fibre, but only imply them through the BT data transfer speed test.
If that is correct, then the connection method might have some bearing on the result of the test.  If not then his answers were wrong and not appropriate.  Hopefully DCT will find time to review the call and if appropriate clarify matters with the individual concerned.
Plusnet Staff
Plusnet Staff
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Registered: 26-11-2011

Re: Line sync speed dropped - Tried calling customer support, didn't help.

Hi gnicholson8,
Really sorry for the conduct of the advisor that you spoke to there, I've got the advisor's name and I've fed this back to their Team Leader.
With regards to FTTC, we don't have any control over the IP Profile, if it drops, it has likely dropped for a reason. To set your expectations correctly, I wouldn't expect your speeds to be within 1Mbps of your speed estimate. Line speeds can vary for many different reasons, one being interference so it wouldn't be something I would guarantee.
Having said that though, if there is a problem with your connection which is out of sorts, we'd happily take a look over that for you.
Chris Pettitt
Cloud Environments Engineer
gnicholson8
Grafter
Posts: 319
Registered: 06-11-2013

Re: Line sync speed dropped - Tried calling customer support, didn't help.

It's fine, I know many factors to cause sync speeds to drop but Is there any indication of why mine has dropped? ie constant disconnects etc (barring the first day my line was installed where I moved everything) as far as I can tell my line hasn't disconnected once, I am just curious as to me a sync of 80/20 did feel very stable my end.
Plusnet Staff
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Registered: 26-11-2011

Re: Line sync speed dropped - Tried calling customer support, didn't help.

It could be something as simple as other users being added to your cabinet, but it's going to be very difficult to find out exactly what has caused the reduction in speed.
Chris Pettitt
Cloud Environments Engineer
gnicholson8
Grafter
Posts: 319
Registered: 06-11-2013

Re: Line sync speed dropped - Tried calling customer support, didn't help.

Thats fine Chris, just a final quick question, I know there is a connection charge that shows connects/disconnects, is this something I have access to in my Member Centre?
Plusnet Staff
Plusnet Staff
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Registered: 26-11-2011

Re: Line sync speed dropped - Tried calling customer support, didn't help.

It's not something that's available, it's just used by our Support Team. If you ever want to see it though, we can certainly provide it for you.
Chris Pettitt
Cloud Environments Engineer
gnicholson8
Grafter
Posts: 319
Registered: 06-11-2013

Re: Line sync speed dropped - Tried calling customer support, didn't help.

Cheers Chris Smiley

If you do get a sec, I would love to see if I am getting any drops.
Plusnet Staff
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Registered: 26-11-2011

Re: Line sync speed dropped - Tried calling customer support, didn't help.

No problem Smiley
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Chris Pettitt
Cloud Environments Engineer