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minimum guaranteed speed

sylvia2256
Dabbler
Posts: 18
Thanks: 2
Registered: ‎25-07-2020

minimum guaranteed speed

I took out a contract with plusnet a year ago for fibre broadband, i was guaranteed a speed of 9.7mb, i was quite happy with this so took out the contract, then it was changed in my account to 6.5mb now it is changed again to 2.5mb, at this point it is nearly going backwards, when i go on the net to look for another provider they have better speeds and even plusnet comes up with minimum guaranteed speed of 10mb, so how could they give you that speed when i am only getting 2.5, seriously considering leaving as fed up of speeds always going down, i have been with plusnet a number of years and thought loyal customers would be treated better, my contract ends in august and doubt very much i will be staying if i wait that long

14 REPLIES 14
jab1
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Registered: ‎24-02-2012

Re: minimum guaranteed speed

@sylvia2256 What actual speed is reported by https://speedtest.btwholesale.com/ ?

The MGS you see is a 'mythical' figure dreamt up by the BT algorithms, and I suspect, especially on ADSL  connections such as yours, n attempt to get you to move to more modern options.

John
sylvia2256
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Posts: 18
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Registered: ‎25-07-2020

Re: minimum guaranteed speed

i am supposed to have fibre broadband, the speed i am getting just now is 1.81 download and 0.74 upload, in this day and age that is terrible i think

jab1
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Re: minimum guaranteed speed

Are you sure you have fibre broadband - I am assuming you mean Fibre To The Cabinet (FTTC)? If so, something is horribly wrong. Can you post the result from: https://www.broadbandchecker.btwholesale.com/#/ADSL hiding your phone number, and also the output from your Hubs 'Technical Details' page?

Which Hub do you have? If you need help, please ask.

John
sylvia2256
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Posts: 18
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Registered: ‎25-07-2020

Re: minimum guaranteed speed

hub is hub 2 it is also how can they go into my account and change the minimum guaranteed speed without me knowing about it

jab1
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Registered: ‎24-02-2012

Re: minimum guaranteed speed

OK. From that shot, you are clearly a long, long way from the street cab which serves you, and will never get fast speeds. However, the speed you quote is still way too low. Can you please post these two pages from the Hub?

3.Hub2 broadband.png5.Hub2 technical.png

John
Mustrum
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Re: minimum guaranteed speed

@sylvia2256   the way the speeds are shown on your account is a bit of a fudge, and are based on your sync speeds, rather than your MGS. So if your line develops a fault, they rely on you reporting a fault to work out the issue and get it fixed.

The cause of many faults is noise on the line and can often be heard when making a call or you can also check by dialling 17070 option 2 the quiet line test.

Other times a loose wire somewhere causes the same slowdown in speed - again any ISP relies on customers to report a fault.

 

HTH

jab1
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Re: minimum guaranteed speed

@Mustrum Agreed. In the absence of the info I requested above, I suggest @sylvia2256 follows the below, although it won't be looked at before tomorrow morning, now:

 

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

John
sylvia2256
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Registered: ‎25-07-2020

Re: minimum guaranteed speed

sorry jab1 for not getting back sooner but i am not sure how to get the pages you asked for downloaded onto here not very computer savvy im afrais

jab1
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Re: minimum guaranteed speed

OK @sylvia2256 . Just follow my post above yours -it should kick-start PN into investigating your obvious problem/issue.

John
sylvia2256
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Registered: ‎25-07-2020

Re: minimum guaranteed speed

dont know if this file uploads ok for you jab1

jab1
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Re: minimum guaranteed speed

Thanks, Sylvia - it does. Based on that, I would suggest yo do as I said above - run the phone and broadband checks as advised in post #8.

John
sylvia2256
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Registered: ‎25-07-2020

Re: minimum guaranteed speed

will get on to it tomorrow john thank you very much for your help

jab1
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Re: minimum guaranteed speed

No problem, Sylvia. If you need help, just shout.

John
sylvia2256
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Posts: 18
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Registered: ‎25-07-2020

Re: minimum guaranteed speed

thank you much appreciated