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Re: Change of Minimum Guaranteed Speed

Enmity7
Newbie
Posts: 3
Registered: ‎27-12-2022

Re: Change of Minimum Guaranteed Speed

I have the same issue, signed up with a guaranteed 51mb download, my contract has been amended by plusnet, so my account now states 39mb.  Thanks for other replies on this.  Will now try to cancel my contract

7 REPLIES 7
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,450
Thanks: 533
Fixes: 93
Registered: ‎27-11-2020

Re: Change of Minimum Guaranteed Speed

Hey there @Enmity7 and welcome to the forum. Are you sure that the agreed minimum guaranteed speed has changed? It would only change if you agreed to a new contract.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
dvorak
Moderator
Moderator
Posts: 29,456
Thanks: 6,615
Fixes: 1,482
Registered: ‎11-01-2008

Re: Change of Minimum Guaranteed Speed


Moderators Note


This topic has been split from another  for better visibility and to help the poster and staff

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Townman
Superuser
Superuser
Posts: 22,725
Thanks: 9,446
Fixes: 151
Registered: ‎22-08-2007

Re: Change of Minimum Guaranteed Speed

@Enmity7 

A warm welcome to the forums.

First you cannot cancel your contact on MGS grounds until after...

  1. You have cooperated with your ISP to attempt rectification of the issue
  2. You given given the ISP 30 days to seek resolution
  3. BT Openreach have declared that the line will not meet THEIR MGS

A poorly performing line typically has a fault ... which unless investigated ... will still be there after cancellation and similarly blight any alternative ISP.  Line performance has very little to do with the ISP you pay to provide service, but everything to do with the infrastructure provided by BT Openreach used by all of the major ISPs other than Virgin Media.

So what has been done to look into the cause of your slow speeds?

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


 

How is your line performing?

Please post your router stats; for PN routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics, download the .PDF report and post the results here. DO NOT REBOOT the router!

Check the Plusnet user portal for the "Current Line Speed" which is relevant to users with static IP addresses.


 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Enmity7
Newbie
Posts: 3
Registered: ‎27-12-2022

Re: Change of Minimum Guaranteed Speed

Hi, It is different now on my account (through the plusnet website), compared to the contract email that was sent to me.  Originally it was a struggle to get to the min speed, and open reach spent a while and got it to 0.2mb above the minimum, but advised it would likely drop in time as more people got connected

Enmity7
Newbie
Posts: 3
Registered: ‎27-12-2022

Re: Change of Minimum Guaranteed Speed

thanks for the info @Townman , I am getting around 39-40mb, down by about 10mb on what my min should be.  I will talk with plusnet before expecting any cancellation, to see if it can be resolved, but my issue was more the change of guaranteed speed on my account without (a) being informed (b) it going against what I had agreed. 

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,450
Thanks: 533
Fixes: 93
Registered: ‎27-11-2020

Re: Change of Minimum Guaranteed Speed

It's syncing at 54.4 from our side from what I can see, any improvement on your side at the moment? Like I said previously it goes on what you agreed on the contract not what it says on the account Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 22,725
Thanks: 9,446
Fixes: 151
Registered: ‎22-08-2007

Re: Change of Minimum Guaranteed Speed

@Enmity7 

Can you please do what was requested in post #4.

The MGS is sync speed, not data speed.  @willcutforth has reported your sync speed, which is what we need to focus on at the moment.  Unless the sync speed (as reported by the router) is the best that it can be, there is no point worrying about data speed.

The sync speed is larhely impacted by line faults, hence the request to do a QLT.

When it has been shown that the sync speed is as good as it can be, if the data speed is still low, then attention can be turned to those things in your home which might degrade data throughput...

  • Internal wiring
  • Use of powerline adapters
  • WiFi interfernce
  • Electrical equipment interference - for example Christmas lights

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.