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Unlimited Fibre too slow for streaming

nollag2006
Dabbler
Posts: 17
Registered: ‎11-05-2020

Unlimited Fibre too slow for streaming

I am an Unlimited Fibre customer, with 6 months left to run on my contract,

 

My download speed is currently running at 10 - 11 Mb, well below the guaranteed minimum of 13.1 Mb, and it is making watching Apple+, iPlayer, etc impossible.

 

Sky are offering the same deal with much stronger download speed in my postcode for £27 pcm, compared to PlusNet at £52 pcm. 

 

What are my rights in terms of moving from PlusNet, due to the poor service?

 

15 REPLIES 15
Townman
Superuser
Superuser
Posts: 22,773
Thanks: 9,470
Fixes: 154
Registered: ‎22-08-2007

Re: Unlimited Fibre too slow for streaming

If your service is slow, there is most likely a fault somewhere.  What have you done to investigate / rectify it?  Moving from Plusnet is somewhat unlikely to make any difference to your experience as everyone (except Virgin Media) uses the same BT infrastructure between the exchange and your home.

This is not full fibre - Unlimited Fibre is FTTC - I have asked the mods to move the topic to the correct board.

You need to do some of the basics please...

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 phone plugged into the test socket behind the face plate of the master socket (ideally this should be a corded phone). The line 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. NB: You need to put your LANDLINE NUMBER after "PHONE" [missing instruction].


 

How is your line performing?

Please post your router stats (include line speed, SNRM, uptime and if available, error counts); 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.

 

Is the router connected to the master socket ... or is it on the end of a voice grade telephone extension cable?


It also sounds as though you are outside of your contract's minimum term.  I am sure that you can get a better renewal deal from Plusnet that that being offered by Sky.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

  • 0800 013 2632 (from within the UK)
  • +44 330 123 9197 (from abroad)
  • Available...
    • 8am - 8pm Monday to Friday
    • 9am - 7pm Saturday
    • 9am - 6pm Sunday


 

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.

Mr_Paul
Seasoned Pro
Posts: 527
Thanks: 187
Fixes: 10
Registered: ‎07-06-2022

Re: Unlimited Fibre too slow for streaming

@Townman 

"everyone (except Virgin Media) uses the same BT infrastructure between the exchange and your home"

 

Don't forget about the independent FTTP services such as the CityFibre networks that are available in many areas.

dvorak
Moderator
Moderator
Posts: 29,465
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Registered: ‎11-01-2008

Re: Unlimited Fibre too slow for streaming


Moderators Note


This topic has been moved from Full Fibre to Broadband

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Townman
Superuser
Superuser
Posts: 22,773
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Registered: ‎22-08-2007

Re: Unlimited Fibre too slow for streaming

@Mr_Paul 

Indeed for FTTP, but this is FTTC judging by the speeds and product mentioned.

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.

Mr_Paul
Seasoned Pro
Posts: 527
Thanks: 187
Fixes: 10
Registered: ‎07-06-2022

Re: Unlimited Fibre too slow for streaming

@Townman 

OK, but Virgin Media are not strictly FTTC, are they.

Well, I suppose they are: Fibre To The(ir own) Cabinets, then coax for the last part. 😉

Not a definition of FTTC that I have ever come across before. Are Virgin Media's services generally considered to be FTTC?

 

 

Townman
Superuser
Superuser
Posts: 22,773
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Registered: ‎22-08-2007

Re: Unlimited Fibre too slow for streaming

At the risk of going off topic, the point is that the OP's expectation that switching to a different ISP is going to fix their issue is fundamentally flawed, UNLESS they chose a provider (have the option to do so) who does not use BT's last-mile networks.  In such circumstances, "unless you have access to VM" (inferring another cable provider as well) is simple enough to make the point require.  Sky uses the same last-mile as Plusnet, so switching (without addressing the likely faults) is not going to deliver against expectations.

The user would be better placed following the standard fault investigation and rectification processes, aided by both the staff and community members of this forum.  Is the same available from Sky?  (Rhetorical question!).

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.

bmc
Hero
Posts: 3,148
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Registered: ‎28-02-2017

Re: Unlimited Fibre too slow for streaming

@nollag2006 

Have you checked recently what's available to your via the OpenReach network. Use

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

 

Paste a screen image on here if you want advice on what is says - after hiding your personal details.

 

Brian

Mustrum
Community Veteran
Posts: 3,550
Thanks: 1,053
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Registered: ‎13-08-2015

Re: Unlimited Fibre too slow for streaming

The cost comparison is also not like for like. If you are paying PN £52 per month you must also have every call package available. I find it hard to understand why you are paying PN that much.

Townman
Superuser
Superuser
Posts: 22,773
Thanks: 9,470
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Registered: ‎22-08-2007

Re: Unlimited Fibre too slow for streaming

@Mustrum 

Out of minimum term Fibre Extra is £41.75

UK & Mobile anytime is £10.28

Total £52.03

 

Sky pricing is hard to fathom, but it looks like £35 for broadband and £14 for a similar phone plan.  I did not bother to see if 1571 and CLI were included for free.

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.

FlossyThePig
Rising Star
Posts: 54
Thanks: 30
Registered: ‎15-04-2012

Re: Unlimited Fibre too slow for streaming


@nollag2006 wrote:

I am an Unlimited Fibre customer, with 6 months left to run on my contract,

My download speed is currently running at 10 - 11 Mb, well below the guaranteed minimum of 13.1 Mb, and it is making watching Apple+, iPlayer, etc impossible.

Sky are offering the same deal with much stronger download speed in my postcode for £27 pcm, compared to PlusNet at £52 pcm. 


My download speed is an outstanding 8.5 Mb on a good day and have no problems with iPlayer, NetFlix etc. My TV is connected to the router using an ethernet cable. Fine on HD but not with 4K video.


I'm on an Unlimited Fibre inc. Line rental with free Evenings & Weekend calls contract for £21.50 pcm. Before I renewed my contract it was £26.28 pcm. What extras are you paying for?

Townman
Superuser
Superuser
Posts: 22,773
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Registered: ‎22-08-2007

Re: Unlimited Fibre too slow for streaming

@FlossyThePig 

See post #10 - guessing out of minimum term FTTC and full call plan.

But given that the OP has not returned to all of the advice offered during the past 10 days ... we are just guessing here.

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.

nollag2006
Dabbler
Posts: 17
Registered: ‎11-05-2020

Re: Unlimited Fibre too slow for streaming

Thanks all for your comments.

Eventually PlusNet sent out an engineer, who confirmed the problem was with the router. 

I had to call up PN again to request a router, as they dont automatically send it out.

 

New router arrived - and the problem solved. Still paying £52 a month though, and got a paltry £8.40 compo for the downtime over Christmas...

 

Any recommendations for how I can complain?

Townman
Superuser
Superuser
Posts: 22,773
Thanks: 9,470
Fixes: 154
Registered: ‎22-08-2007

Re: Unlimited Fibre too slow for streaming

See "Complaints code of practice" at the foot of every Plusnet web page.

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.

nollag2006
Dabbler
Posts: 17
Registered: ‎11-05-2020

Re: Unlimited Fibre too slow for streaming

Currently locked into this "deal" until July

Unlimited Fibre £18.56
Line Rental £23.19
Unlimited UK & Mobile £10.20

Surely there must be better options than this?