Not getting guaranteed minimum speed and no help from plusnet

[#1]

After finally switching to fibre extra in December (after many problems with the order not being processed correctly etc.)  I was told the guaranteed minimum speed was 52.1. I have never in the intervening two months managed more than around 35/36. I wanted to raise this as an issue and hopefully get a reason for this - simple you would think!

I have found no means of getting to speak to anyone who will help despite hours spent trying. All roads seem to lead to nowhere once I mention what the problem is ie with the guaranteed minimum speed. I thought I had it cracked yesterday as I got to speak to someone who raised a question and said they’d get back to me. When I reviewed the question via the email any mention of the guaranteed speed was not there. I added it as clarification of the issue since the question just referred to speed drops - it isn’t dropping, it’s never been there. Surprise, surprise the person never got back to me as promised.

How does anyone raise this issue? In fact given you have to raise it weeks before you can go to Ofcom by ignoring the issue Plusnet ensures you can’t even escalate it. I don’t want to leave - although that is looking more attractive by the hour - but I do want someone to actually communicate with me over this. How can I get this? 

[#2]

When you say you get 35/36 is that a speed test result or the line's sync speed?

The minimum speed guarantee refers to the sync speed, and speed tests will always be less than that (due to the overheads associated with the way broadband works). However, even the minimum guaranteed speed of 52Mbps should give a speed test result in the high 40s.

If the sync speed is less than the guaranteed speed then it should be possible to get Plusnet to investigate.  

On the other hand if the sync speed is at least the guaranteed speed they will say t here isn't a problem - even if your speed test is less than it should be for that sync speed as the problem is likely to be in your equipment.

Others here will no doubt ask for BT/Openreach's expectations for your line - you can find that at broadbandchecker.btwholesale.com 

[#3]

Sorry, not sure what a sync speed is - my readings are from the BT speed checker. Haven’t managed to get 40 let alone high forties.

How is sync speed ascertained? 

[#4]

Your router stats will show the sync speed.

The BT checker in the link in my previous reply will also show the maximum observed download speed that BT have seen - which is the the sync speed.

[#5]

[#6]

Hope those images make sense to you. Thanks.

[#7]

@silver They make sense - and the last 'observed spedd' which is to the test socket of your master socket, on 09/12/22 was 66.5Mb/s, so your speedtests should be retuning figures in the high 50's - 55mb/s ish.

What router are you using, please?

[#8]

The Plusnet Hub Two

[#9]

Thanks. Can you post a screenshot of your broadband and technical log from there please, ensuring you obscure any personal details?

[#10]

Sorry, that makes no sense to me. Can you phrase it in very simple terms..

[#11]

Hi all! 

I've been checking over the line because I found it really strange that you were getting such low speeds for Fibre Extra. In short, the speeds are not correct and need modifying so you can achieve you minimum guaranteed, currently you won't achieve above 40Mbps.

I have updated the ticket just to give your more of an idea what's happening now. I am really sorry about this, it should've been right the first time round, 

[#12]

OK - go into your Hub, and navigate from the home screen until you see the screens that resemble those below, then post pictures, as you have done for the BTw report earlier.

[#13]

@csmith94  - so this is due to a 'technical hiccup at PN Towers. Was there any reason it had to be put on a ticket, like account specific information?

[#14]

@jab1 pretty much yeah, someone hasn't put in the right speeds when placing the original order. I've put it on a ticket just because I have to, on Tuesday the speeds will increase and then we should be seeing the speeds hitting above minimum guaranteed. 

[#15]

@csmith94 Thank you so much for looking in to it. I’m assuming you will leave the ticket open and confirm when the issue is sorted so I can check the speed again. 

So much of this new contract ‘should have been right first time round’! I know it’s not your personal fault but it is so frustrating not being able to get help on an issue and dealing with the consequences of things that have been done incorrectly or simply not done. Thank heavens for the people in this community.  Thanks everyone.