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Slow Broadband speed

wywong
Hooked
Posts: 5
Registered: 28-08-2016

Slow Broadband speed

I had been with TalkTalk and Sky for years and their speed was always around 6-8 mbps. However, since I joined the Plusnet the speed is always under 4mbps, most of the time is about 3.2. Every time I spoke to the help line and the answer is always the line is normal.  I don't know if Plusnet cannot match other suppliers in my area. Very disappointed.  

6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,553
Thanks: 250
Fixes: 111
Registered: 01-01-2012

Re: Slow Broadband speed

Sorry to hear that.

Our tests aren't showing any obvious issues.

Can you go through the steps here and let us know how you get on?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
wywong
Hooked
Posts: 5
Registered: 28-08-2016

Re: Slow Broadband speed

It is amazing that the download speed increasing to 5.69 with upload to 0.78 the moment after your testing yesterday and today, but it won't last more than 10 mins. It drops to 3.4 mbps with upload varies from 00.00 to 0.73.  I do want to know the real upload speed can be got in my area. Will it be improved if I change the modem? Open Reach had come to inspect my line and change the white board the first week I connected to you.

teddysmum
Grafter
Posts: 27
Thanks: 3
Registered: 31-10-2016

Re: Slow Broadband speed

I left Sky for PlusNet, last September and had speed dropout problems for ages (speed nearly 2mbps less than Sky's). I got a new router and things settled in that it was a little faster, but nowhere near as good as Sky, though still with at least one drop per day .

This week  slow speeds and constant dropouts are back and the customer service person  (after 35 minutes wait)I spoke to said he could see a problem and asked me to leave the phone unplugged over night, so they could rule out a phone interference problem.

No drop out that I noticed yesterday and I got an email saying that they had done something.

Tonight we are back to massive speed  and ping variations and not even able to run two laptops just reading news. The queue is a ridiculous 45 minutes. This is certainly not doing anyone proud.

 

I NEVER  had these problems with Sky and can't wait to go back. My son is moving house soon and I know which company I'll tell him to avoid.

 

 

 

 

 

 

 

teddysmum
Grafter
Posts: 27
Thanks: 3
Registered: 31-10-2016

Re: Slow Broadband speed

Just to add : The problem is not our computers as the fault affects both. I had a replacement modem and filter. I am running from the test socket and have been since before Christmas.

 

PlusNet can 'see' a problem, but aren't doing anything concrete about it.

wywong
Hooked
Posts: 5
Registered: 28-08-2016

Re: Slow Broadband speed

It seems that we are on the same boat.  I left Sky because WHICH magazine said Plusnet is more reliable than Sky and  TalkTalk. In fact, Sky had never dropped below 6 mbps and most the time was about 7 mbps.  I did not get new router from Plusnet, but I can't expect too much from a new router. Fortunately my son chose Sky a few months ago when he moved out near by and got 10 mbps from Sky.

teddysmum
Grafter
Posts: 27
Thanks: 3
Registered: 31-10-2016

Re: Slow Broadband speed

We rarely went below 6 with Sky but Plusnet dropped out  and crawled constantly at first. After tech contact I got a new router and filter and things settled to an average one drop per day, but this last week has been terrible, with drops and speeds as low as 0.24 down or too slow to use Ookla. They now admit after two waits of 30 and 45 minutes, that there is a fault and it's being investigated.

 

I complained about long queues, saying they don't do us proud and need more staff; the young lady said that they are recruiting and she is new.

When you ring Sky and ask for tech help, you get to speak with a tech, but with PlusNet you just get general customer service (a Sky tech told me to always ask for a specialist in tech, as others can only go by a script).