Severe Drop in Download speed.

[#1]

Good Morning.

I've been a plusnet customer for about four years, we've had occasional drop outs in connection over time, but overall the internet service has been fine. Our download speed never really ticked above 4mbps but that wasn't really an issue for me. 

Over the last two days our internet connection has been dropping out constantly, (every fifteen minutes or so) at completely random times. To accompany this, our download speeds have suddenly dropped and i'm struggling to get anything over 1mbps (even on a wired connection). 

Upon looking at my contract, I've just realised that because we hadn't upgraded or renewed our contract, we were running on a by monthly deal (Which is no issue for me, I hadn't minded paying the money for a reliable service when we've had awful experiences with other providers in the past), however noting this I've now come to the realisation that our download speed was about 1/5 of the minimum we should be getting on this deal. With this in mind, I've renewed my contract to a cheaper package that still promises a minimum download speed of double what our best has been on our old contract.

I'm just concerned that these issues with connection speeds will persist. We've tried all of the troubleshooting options with no success. Can anyone offer any insight into these sudden issues?

Thank you.

[#2]

@cg1996 This sounds like a BT/OR network issue.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

[#3]

Hello, sorry for belated reply.

My dial tone is quite crackly but that’s always been the case as it’s an old phone. However, the moment I picked up the phone it knocked out the internet completely.

I’m currently using data on my phone to reply. I’ve tried everything but can’t seem to reconnect the internet. My wife was in a work meeting so I’m in the doghouse now whoops.

Any solutions?

[#4]

Yes - report a PHONE issue via the link I provided.

[#5]

Understood, thank you.

[#6]

Sorry to ping you again Jab1. 

We are still using the Plusnet Hub 1. Could this potentially be the issue for our low speeds? Would upgrading to Hub 2 help us?

[#7]

@cg1996 The Hub you use is irrelevant in your case - the issue is defective Openreach network equipment. Have you reported the phone fault and had a response?

[#8]

Yes, I have. I'm waiting for a family member to drop another land line off to try. I'll try that tonight and if im still out of luck, I will ring the advisor line tomorrow. Thank you for your help

[#9]

Hi there!

I'm really sorry for the bad connection issues you're having.

I see we've arranged an engineer to visit you this afternoon. Let us know what they say.