Very low speed

[#1]

I'll start by saying that we're not technically minded, and we don't get full fibre in our area.

We've been getting really low speeds, on average 2 Mbps hardwired. Plusnet sent us a new hub, but it hasn't made any difference. We were told that 30 Mbps is going to the router, and after numerous phone conversations, they say that they can't do anything to improve the speed for us.

As a last resort, is there anything fellow Plusnet customers can suggest, please?

[#2]

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@Ian_and_Tricia wrote:

We've been getting really low speeds, on average 2 Mbps hardwired. Plusnet sent us a new hub ...

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Has it always been slow, or did something happen and it suddenly became that slow ?

Have you tried running Plusnet's automated fault detection bot, to see if it can find anything wrong with your connection ?

If it says nothing is wrong, keep replying to it whatever prompt is needed to say that your problem isn't solved.

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@Ian_and_Tricia wrote:

... we don't get full fibre in our area.

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You are probably saying that you can't get BT Openreach full fibre in your area,

but are you aware that in many areas of the country not yet covered by Openreach, that "AltNet" (i.e. non-Openreach) full fibre or fixed-wireless network providers can often install a much faster internet connection than your current FTTC/SOGEA connection.

If you want to tell us your postcode, then I could take a look to see what your non-Openreach options are.

[#3]

@Ian_and_Tricia 

Presumably you don’t have a landline phone? These symptoms are typical of an external fault caused by one of the two cores in the copper line being disconnected. In this state a phone won’t work but broadband still stagger along.

Regarding being told that nothing can be done, presumably your contract includes a minimum speed guarantee?

As advised, try the phone bot.

[#4]

Thanks for replying. No, it hasn't always been slow. It only started a couple of weeks ago.

We've gone through all the bot stages, and eventually I spoke to a call handler. At no time were we told that an engineer could come out, just that they didn't know why we weren't getting higher speeds.

As for full fibre (we get fibre to cabinet), our address is classified as rural, but others with the same postcode as us, but across the road, can get full fibre. Our postcode is DD8 3LU, number <removed>. We did get a Vodafone antenna thing set up via the Scottish Government, but the signal was terrible and kept dropping out, so we signed up to Plusnet earlier this year.

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

[#5]

No, we don't have a landline phone. We were told that we should receive a minimum of 12.4 Mbps, but when speaking on the phone were told that they don't guarantee that, and we have no recourse. 12.4 Mbps seems like a dream right now!

[#6]

@Ian_and_Tricia 

"As for full fibre (we get fibre to cabinet), our address is classified as rural, but others with the same postcode as us, but across the road, can get full fibre. Our postcode is DD8 3LU, number <Removed>."

For No. 30 at DD8 3LU

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

VDSL Range A (Clean) - Downstream Line Rate: High 21.8 Low 15 Mbps - Downstream Handback Threshold: 13.1 Mbps
VDSL Range B (Impacted) - Downstream Line Rate: High 21.1 Low 13.2 Mbps - Downstream Handback Threshold: 10 Mbps

WBC FTTC Availabbility: Unavailable
WBC SOGEA Availability: Available

FTTP Priority Exchange. But: "FTTP is not available."

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

[#7]

Now we just need the downstream data rate from the Hub 2  help desk info. If that's less than the downstream hardback then absolutely Plusnet should be arranging an Openreach engineer

[#8]

@Ian_and_Tricia 

Unfortunately there are no FTTP networks currently available at your address,

however both Openreach and GoFibre are in neighbouring streets.

On this map below,

• green dots show properties where any FTTP is available to order
• blue circles are where Openreach FTTP is installed
• black circles are where GoFibre FTTP is installed

I suggest that you sign up with both Openreach and GoFibre to register your interest in having FTTP installed.

For Openreach -

1. Go to  Openreach - Check fibre availability 
2. Put in your postcode and press <Check postcode>
3. 'Select you address' from the drop down list, and press <Check availability>
4. In the results table, find "Full Fibre Broadband", and press <Keep me updated>
5. On the "Expressing your interest" page, provide all the details, and press <Submit>

For GoFibre -

1. Go to  GoFibre - Full fibre availability in your area 
2. Put in your postcode and press <Check availability>
3. 'Select you address' from the drop down list, and press <Confirm your address>
4. On the "Register interest" page, provide all the details, and press <Go>

I checked for any fixed wireless networks in your area, but couldn't find anything.

If your current speed issues can't be resolved,  consider getting a mobile data plan and a 5G/4G broadband router.

According to the EE mobile coverage checker, you should be able to get "Excellent 5G coverage indoors" at your address -

As a second choice of mobile broadband provider, Three appears to show good 4G coverage at your address -

[#9]

Thank you everybody for your replies. Much appreciated..

We've already signed up to Openreach and GoFibre to be advised when we will be getting access to full fibre.

I've been emailing and on the phone to Plusnet most of the day, and they've eventually arranged for an engineer to come and check things out - on 24th September! Better late than never, I suppose. However, I don't know if it's a coincidence or not, but we're getting 14 Mbps on wi-fi today! Did you hear a loud yippee from where you are?! That was us 😂. I know 14 isn't brilliant, but right now we'll take it, and long may it last.

Thanks for all your help.