Lower speed after contract renewal 70/20 to 53/20

[#1]

I would wait to see if the banding reappears (or does not)!

[#2]

Hi Anoush,

I'm in all day so if an engineer comes that's OK.  Just a thought, but if they find no fault do I have to pay a fee?

John

[#3]

@Surreyman 'No Fault Found' charges have been removed for some time, so no, you will not have to pay a fee.

[#4]

Hiya @Surreyman, as @jab1 has mentioned, you won't have to pay a fee if the engineer doesn't find a fault It changed some time ago

[#5]

Hi Lauren and Jab1,  thanks for that.

The engineer came and could find no fault.  The line was capable of 75/25Mbps according to his test gear.  I'm still getting 63/18Mbps so he suggested it might be the HUB1 slowing things down and would put that in his report to Plusnet.

Kind regards,

John

[#6]

Hi John,

Ah cheers for the update. I've arranged to send you a new router now you should get within the next few days.

Let me know how it goes once you've got it setup. 

[#7]

Hi Anoush,

Thanks for that.  I'll be in touch when it's installed.

Kind regards,

John

[#8]

Hi Anoush,

The Hub2 came today, thanks for speedy delivery.  I set it up and gave it half an hour to settle down then tested the speed;  59.89Mbps down, 18.69Mbps up.  An hour later it's 59.44/20.48, so there's still something slowing it down.  To make sure it's not my computer I used another one with the same result.  I don't know if there's any other tests you or I can do.  Please let me know.

Kind regards,

John

[#9]

Thanks for your time on the phone John,

As discussed, your download speed is above the minimum guaranteed, but still slower than our suppliers current estimated speed range for your line of between 67mbps to 80mbps, so I've arranged another engineer visit and I've updated the ticket here > https://www.plus.net/wizard/?p=view_question&id=223966622 with the appointment details. 

I've also escalated this through our suppliers helpdesk to try to ensure a senior engineer's assigned to the job to investigate further. You can keep your new Hub Two and recycle the Hub One or keep it as a spare. If you do want to recycle it, you can either return it to us or find a recycling centre nearby. We go into a little more detail here > https://www.plus.net/help/broadband/returns/ on how to.

I'll call you back afterwards to follow things up with you, but feel free to let me know here with how it goes.

[#10]

Hi Anoush,

The engineer came and detected a poor connection between the cabinet and the house, so he connected me to a different pair in the cable, did a reset and an hour later I'm getting 67/21Mbps, so I'm well pleased.  He said it might go up and down for a few days while it's training, that's what I would expect anyway.

I think we can say case closed and thank you all for your help.

Kind regards,

John

[#11]

Hi John,

Awesome cheers for the update and glad to see the engineer managed to sort things out for you!

I'm about to leave the office now but if you can drop me a reply onto the ticket > https://www.plus.net/wizard/?p=view_question&id=223966622 confirming you're happy for me to close the case, I'll pick it up tomorrow.

Cheers,

Anoush

[#12]

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@Townman wrote:

However a persistent fault on the line, delivering slower speeds might lead to a lower MGS as these are factored on actual speed history.

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The prosecution rests its case m'lud!

@Surreyman and @Gandalf  - great result - unfortunate that the fault was not identified by one of the earlier engineers, but such is the nature of intermittent faults arising from bad / damp joints.