Moved from BT retail to Plusnet - Line reprovisioned to 40/10?!

[#1]

Dear All,

I have moved over to Plusnet today from BT retail and so the physical line is obviously unchanged.  On the "Fibre" product with no landline phone service.

Sync speeds before the move were around ~48000 downstream and ~10000 upstream. With the target noise margins being 3dB downstream and 6dB upstream.

Now sync speeds are 39998 and 9999 which leads me to believe that I have been put on a 40/10 profile with no possibility of ever syncing higher.

Is there anyone who can look into this?

Many Thanks

Bradley

[#2]

@therealbraderz 

Plusnet supply two speed ranges on FTTC. These are:
Fibre, speed 40/10 and

Fibre Extra, speed 80/20

[#3]

@Baldrick1 

Do PN still supply a 40/10 product on FTTC - they don't on Full Fibre.

Brian

[#4]

Out of interest I used the Plusnet website checked an address I know only has ADSL & VDSL.

I was offered "Fibre" and not "Fibre extra" with speeds of 43 Mb to 60 Mb:

So there is scope for confusion!

It maybe that the fibre and fibre extra products been rolled into one product? 

[#5]

I was not offered the option of Fibre Extra when signing up. How much extra would this be in terms of cost?

[#6]

I just want the best speed my line can support - which I know is around 48/10. Every single Mbps is precious you know!

[#7]

Do PN still supply a 40/10 product on FTTC - they don't on Full Fibre.

No, AFAIK on the new Fibre (which is really SoGEA (FTTC with no phone service)  all lines should be provisioned on 80/20 i.e the max they can support.

@therealbraderz I suggest you contact support because it would appear your line hasnt been provisioned correctly

[#8]

Some ISPs are reluctant to provide a faster product if the speed possible is only just above a lower product, as it brings the average achieved speed for the faster product down - and make their products look less competitive in advertising.

[#9]

Agreed, but in this case they would be shooting themselves in the foot by provisioning on 40/10. They only have the one Product , its called Fibre, so restricting the speed would bring the average down for the product...

[#10]

I did wonder about the advertising and average speeds myself. I wonder if there is some way they are breaking it down into two sub-products for advertising purposes?

So I'm unlikely to have this resolved via this thread? I have to raise it with support? What a lot of hassle - I wonder how many people are getting provisioned like this but are none the wiser?

[#11]

@therealbraderz 

Staff members do monitor the forum. If one picks up on this thread then they may well be able to answer your query.

However, the quickest way is to phone support.

Brian

[#12]

I stand corrected, I had not noticed that the new packages had been truncated to a single FTTC offering. I assume that the two are still available for those customers who wish to retain their landline phone for now and want to simply continue with their existing package for a further term? Maybe this is where things have got screwed up.

[#13]

I assume that the two are still available for those customers who wish to retain their landline phone for now and want to simply continue with their existing package for a further term?

Yes and No. Since WLR stop sell, Openreach wont accept an order to regrade an FTTC ( i.e BB & Phone ) account. So whilst customers can ( at the moment ) re-contract, it MUST be on exactly the same product as their current one. This means its purely an administrative action on the PN account and doesnt involve Openreach.  

[#14]

So I spoke to four different people via Plusnet support.

The first said that the maximum speed for the service I signed up for is 40 and that I should speak to the contracts team.

The contracts team could not offer a solution to uncap the speed and sent me through another support person in Doncaster.

The person in Doncaster acknowledged that the speed has been capped at 40 and then discussed it with customer options who then denied that it was capped at all but could not offer any way to have the line functioning as it was with BT.

They said that my options were to accept the connection as it is or leave as I have one day left in the cooling off period. When I said I wanted to leave they declined to cancel the service there and then and suggested that I sign up with another provider. Supposedly when they receive notification from another provider they will honour the cooling off period...... I suspect that will not be the case.

Surely someone can speak sense on this..... What possible motivation is there to keep it capped at 40?

[#15]

@therealbraderz if you log into the account via the main website (plus.net), what’s the name of the package show as under the ‘Your products’ heading in the home tab?