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Slow download speed

samuria
Grafter
Posts: 1,581
Thanks: 3
Registered: ‎13-04-2007

Slow download speed

My contract says average speed is 66 mbs  My line is monitiored 24/7/365 by Samknows shows only 43 mbs at all times. Raised a ticket and they logged onto my router and changed wireless channel which was a con as I use cable. They refuse to do anything as I get the min speed at peak times but Samknows shows it never goes up

My contract says Here's all the speed details you need to know.

Unlimited Fibre Extra has an average speed of 66Mb download and 18Mb upload.

At peak times, we estimate that you'll get the following speeds on your line:
Download: 39 - 44Mb
Upload: 16 - 18Mb

Minimum Guaranteed Speed: 35.7Mb.

It’s worth keeping in mind your broadband consumer rights. If your connection is significantly slower than your quoted speed, the Consumer Rights Act states that goods must match any provided description – meaning suppliers are obliged to take action and put things right.

 

They are clearley not supplying to the cotract but will do nothing so it seems you have to take the to court or Ofcom

7 REPLIES 7
jab1
Legend
Posts: 17,810
Thanks: 5,792
Fixes: 268
Registered: ‎24-02-2012

Re: Slow download speed

@samuria That 66Mb/s average is just that - an average over all connections in your area - some will get less,some more.

 

The figures you need to concentrate on are the ones lower down - 'At peak times we estimate.....'

A screenshot of the output from BT Broadband , obscuring your phone number, would be useful.

John
ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 361
Thanks: 156
Fixes: 25
Registered: ‎02-05-2023

Re: Slow download speed

Hi @samuria I'm sorry you're not getting the speeds you're expecting. I've run a test and I can see your download is 48.9Mb and your upload is 20Mb. This download speed is above the minimum and also above the speed that is estimated at peak times.

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
samuria
Grafter
Posts: 1,581
Thanks: 3
Registered: ‎13-04-2007

Re: Slow download speed

People keep saying about the low speed. In LAW Plusnet signed a contract to provide 66mbs download and arnt supplying this or anywere near it They must provide what I am paying for.

As its monitiored 24/7/365 by samknows I can take their report to court as evidence of not providing correct service at no time does the speed vary its the same at peak times and 2 am

Staff should be trained on the law and not try to hud wink customers its covered by offcom and other laws.

If you bought a gallon of petrol bt only got half you would complain

jab1
Legend
Posts: 17,810
Thanks: 5,792
Fixes: 268
Registered: ‎24-02-2012

Re: Slow download speed

@samuria Sorry, but you are misreading the figures. This is what Plusnet say your line is capable of:-

At peak times, we estimate that you'll get the following speeds on your line:
Download: 39 - 44Mb
Upload: 16 - 18Mb

Minimum Guaranteed Speed: 35.7Mb. - taken from your initial post.

John
Mustrum
Community Veteran
Posts: 3,612
Thanks: 1,091
Fixes: 77
Registered: ‎13-08-2015

Re: Slow download speed

@samuria   you are choosing to totally misinterpret the description of the package you are on. Why not read the detail, and concentrate on the actual speeds you are being provided.

 

Fibre broadband speed is described as 'average download speed of 66Mb' and 'average upload speed of 18Mb' on Unlimited Fibre Extra. 'Average download speed of 36Mb' and 'average upload speed of 9Mb' on Unlimited Fibre and 'average download speed of 50Mb' and 'average upload speed of 9Mb' on Fibre. It is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, broadband line, home wiring, Wi-Fi connection and time of day. Find out why speeds vary(opens new tab or window). Check your speed and products available at your location via 'check availability' on our home page.  

 

This is nothing to do with LAW. No one promised you 66Mbps, and have always said it will depend on simple physics, ie how far you are from the cabinet, and the condition of the wiring to and in your property.

samuria
Grafter
Posts: 1,581
Thanks: 3
Registered: ‎13-04-2007

Re: Slow download speed

After weks of stupid people on PLus net telling me rubbish and not knowing the law. I may be 75 years old but I have worked on networks for Barclays bank and ICI so staff shouldnt treat you like an idiot.chaging wifi channel isnt going to make any difference to cable.

At last BT came out when I showed him Samknows data that was exact day in and out at any time the same to .5 meg he check the line and been capped at 43.5 megs. He put a new box on etc and reset the cap and bang 69 meg download 20 upload. He check line and it shows on test it can reach 80 meg so the [-Censored-] I have been told its to far away 43 meg is best you get is rubbish.

How many others are getting half what they pay for because its been capped it should take weeks and hours on the phone to get things sorted plusnet advetize exerlant customer service but it rubbish

Mustrum
Community Veteran
Posts: 3,612
Thanks: 1,091
Fixes: 77
Registered: ‎13-08-2015

Re: Slow download speed

@samuria   again. nothing to do with Law. However had you showed the results of the BTW DSL checker and your original or latest contractual document it would have shown you your minimum guaranteed speed (MGS). This may well have been the 66Mbps you were quoting, but you were using the wrong terminology.

 

Glad you are now sorted and back up to your full speeds.

https://www.broadbandchecker.btwholesale.com/#/ADSL 

 

PS Am interested in your work claim, which part of the country, presumably prior to Y2K?