Speed / Contract issue any advice?

[#1]

I’m a bit stuck on what to do.

After the email about EE, I called Plusnet and agreed a new broadband-only contract (no phone line). It updated a few days later (7th), but at the same time my speed dropped from around 47–50 Mbps to 37 Mbps.

I then contacted support, who said there were no issues and that 37 Mbps was the speed I should expect. Because of that, I signed up with EE within my 14-day cooling-off period (they offered 45 min. Unfortunately, Openreach didn’t turn up so now have 3 days left of the Plusnet cooling off period, so cancelled EE and called to close my Plusnet broadband so I didn’t get stuck on 37 for 2 years.

I’m not really sure what to do now, especially as the Plusnet website now says my guaranteed minimum speed is 44.6 Mbps. Just so weird, been with plusnet since the aol days.

[#2]

@Cutterschoice Why would you need Openreach to turn up if you were merely moving from PN  FTTC  to EE FTTC - all you needed was the EE router instead of the PN one.

If you have also cancelled the PN  service, you will have no connection at all when they complete the cancellation.

[#3]

This is pretty much where I’m at, so EE sent me a message saying an engineer would sort the change over last Friday and Plusnet would stop working plug the EE one in job done.

I cancelled EE and plusnet purely because plusnet said the 37 speed was correct now, and the 14 day cooling off period with plusnet was going to end on the 21st, I couldn’t sort EE by then and got worried I’d be stuck in a contract for 2 years on 37. I know 37 to the 45-50 I got a couple of weeks ago isn’t much but was to me.

[#4]

I would love to know what the engineer was supposed to do - a change from PN to EE merely means swapping routers, and an engineer wouldn't be sent out for that. Something is missing from this, but I don't know what.

[#5]

Now I think about it, does seem weird I assumed they would swap something at the exchange that part I’m clueless. If not then what ever happened Friday didn’t work, then got a text after I asked what happened on the phone saying they’ll sort it within 8 working days which would exceed the cool off period for PN.

[#6]

Was the message about the engineer by text or email, do you still have it?

[#7]

Nothing written, was actually a customer service rep that said they would contact them to chase what happened, then a text saying sorry for the delay we’re working on getting you up and running and will be in touch within 8 working days.

[#8]

In that case, I'm very sorry, but I can help no further. It sounds very much like you have fallen into what I am now going to call the 'switch black hole' created by BT/PN/EE, who between them seem to delight in making a complete mess of this situation.

Unfortunately, you are no the first this has happened to, and I very much doubt you will be the last.

[#9]

@Cutterschoice what does the router broadband stats page say for current speed and max speed?

[#10]

Thank you @jab1 was nice to just talk about the situation, had a similar issue maybe 8 years ago when I moved to the house. Wish I just let it roll over to EE now.

@cpc6128 I don’t use the Plusnet stuff, however current speed with WiFi switched off and wired connection is 36.4Mbps/9.28Mbps was getting around 48/11 give or take just before the contract change with PN on the 7th.

Think I’m just going to have to take this one, give it a few days and sign back up to EE and see what the speed is like, want to stay with Plusnet but maybe in 2 years can come back.

[#11]

@Cutterschoice 

I think you are fooling yourself if you think an EE service on the same copper line will be any faster.

When you re-contracted with Plusnet, the connection dropped and re-established and at that point the Openreach systems decided that the speed you have is what the line can support.

Why you had a higher speed previously isn't something I can explain but unless the physical line conditions change, it will be just the same with EE.

You might find that after a period of stability the Openreach systems decide that the line can take a higher speed, you might not. That will happen (or not) with either Plusnet or EE.

That's one reason behind the full fibre roll out.

[#12]

@Cutterschoice I was wondering if you had been put on a 40/10 profile due to your speed being close to that and the speed information in the broadband stats on the router can show that. It has happened before. It is possible if you go to another Openreach provider they would put you on 80/10 and you'd get close to the speed you saw before. I assuming that you don't have a fault that needs resolving.

[#13]

That's a good suggestion.

While (I think) Plusnet don't sell the slower speed, it's possible that the Openreach provisioning has selected that profile for the line.

It would be worth phoning up and checking, although how much the people on the phone can see I don't know.

[#14]

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@Cutterschoice wrote:
…..so cancelled EE and called to close my Plusnet broadband so I didn’t get stuck on 37 for 2 years.

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This reads like you have got yourself into a right pickle and have multiple cancellations pending on both Plusnet and EE accounts.

It is unfortunate that you did not come here earlier for advice, as @jab1 writes, this can cause total confusion and you are likely to end up with no broadband from either unless you take action.

Regarding your speed reduction, I would assume that you have been provisioned on the SoGEA 40/10 service due to your line only being capable of slightly more and you want to return to the 80/20 option. This can be resolved by ringing customer services in the hope of speaking to an Agent who understands the difference or, if necessary, by raising a formal complaint.

If you wish to stay with Plusnet then ring them and hope that you can sort it out.

[#15]

Thanks everyone, I’m hoping it’s all sorted now. I spoke to a really helpful lady at Plusnet this morning who basically confirmed what you’d all said about the profile @Baldrick1. She also confirmed my line should comfortably support speeds in the mid 40 Mbps range, which is what I’ve always had.

I’ve signed back up with Plusnet, so now I just need to wait until the end of the month while the new account is set up.

In the meantime, my neighbour has kindly let me use their Wi-Fi. I’m really glad I called back I probably should have asked for a second opinion from support sooner. Hopefully once everything is up and running again, it’ll all be back to normal.