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Has anyone had their 127k download speed fixed? ID 19652074

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Has anyone had their 127k download speed fixed? ID 19652074

I am now on day 14 of very slow downloads, varies between 127k and 130k on the BT tester.

Has anyone who has had this issue been fixed and if so what was wrong and how long did it take to fix?

I need to decide if I am going to give up and go somewhere else!

Thanks in anticipation

Plusnet question ID 19652074
23 REPLIES
IanD
Grafter
Posts: 149
Registered: 01-08-2007

Has anyone had their 127k download speed fixed? ID 19652074

I've been on those sort of speeds for a month now. To be fair to PlusNet, I think it is BT who are making the problem, but PlusNet don't seem to be able or particularly bothered about sorting it out.

It is a problem that most ISP's seem to be having with MaxDSL where previously acceptable lines have now become too noisy to sustain a connection or now provide very slow speeds.

Infuriating thing is that for the first two or three weeks, MaxDSL worked quite well in my case. I'd love PlusNet and BT to actually talk to each other to look at what the settings were then and revert to these.

I wouldn't hold my breath waiting for a resolution - at the moment I'd happily settle for my old 1MB connection until Max is sorted out.
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Has anyone had their 127k download speed fixed? ID 19652074

In May, I was only getting 125kbps for just over a week.. Put a ticket in and within 3 days I had BT at the door doing tests. Fault located at the exchange. I was still getting further problems so BT fault centre said he would get one of their specialist BB engineer's round who eventually did sort it out.. He even attended a day earlier than planned so he could prepare the ground work if need be. Nothing but praise. All dealt within 5 days of putting ticket in. Kept fully informed of the whole process by BT fault HQ/BT Engineers and Plusnet. I was well impressed with all parties.
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Alan
IanD
Grafter
Posts: 149
Registered: 01-08-2007

Has anyone had their 127k download speed fixed? ID 19652074

Alan,

I'd love to have that service. My ticket has been live since the 30th of May and so far the only actions PlusNet have taken are to ask me to try the BT speedtest and to use a master socket (hard as we don't have one as house is 24 years old).

Responses have been dismal and I've been left totally in the dark as to what PlusNet and BT are doing despite asking to be kept informed.

Your response is more like the PlusNet of old and if everyone got this level of service then PlusNet would be back rated as one of the best ISPs again.

Any tips as to how you got them to act so quickly?
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Has anyone had their 127k download speed fixed? ID 19652074

I just went through the automated question thingy and it came up with a confirmed fault either at Plusnet's end or BT. I'm not sure if that made things any quicker.
All I can suggest is drop an email to jbailey@plus.net with your ticket number
and ask him if he can look into for you. He's the comms Team Leader and very good at getting things sorted. I had another problem, dropped him an email and it was sorted in minutes.
Good Luck. I know it can be very frustrating.
What is is your stable rate showing ?
https://portal.plus.net/my.html?action=stable_rate
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Alan
IanD
Grafter
Posts: 149
Registered: 01-08-2007

Has anyone had their 127k download speed fixed? ID 19652074

Stable rate has been everywhere between 1500 to start, then 2000, then 500, then 1000 and back to 500. Sounds a good idea to get in touch with Julian.

I ran things through the PlusNet broadband fault checker but I can't remeber what it said. I'm pretty sure some form of fault did register but it may just have been due to the slow speed.

I'm currently down at 109kbps having been as low as 94kbps.
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Has anyone had their 127k download speed fixed? ID 19652074

Quote


I'm currently down at 109kbps having been as low as 94kbps.
.

That is bad.. From what I understand, as long as you have done the checks
they ask of you. If its below 400 kbps BT will take it on as a fault.

His name is James by the way.
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Alan
IanD
Grafter
Posts: 149
Registered: 01-08-2007

Has anyone had their 127k download speed fixed? ID 19652074

Oops Shockedops:

Was thinking of someone else at the time - sorry James if you read this.
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Has anyone had their 127k download speed fixed? ID 19652074

I have dropped him an e-mail, fingers crossed!
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Has anyone had their 127k download speed fixed? ID 19652074

I've had my question closed!

Wow, fantastic! Still no resolution. They say in 3 days everything will be OK, I expect it won't though.

Have asked for the question to be re-opened.
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Has anyone had their 127k download speed fixed? ID 19652074

Some good news!

They refused to re-open my ticket, but Mand has raised one today stating "Customer has had 127k speeds for 14 days, has completed numerous speedtests and confirmed machine is clean.

Please woosh and raise."

There might be light at the end of the tunnel, thanks Mand!
IanD
Grafter
Posts: 149
Registered: 01-08-2007

Has anyone had their 127k download speed fixed? ID 19652074

Did you ask for your ticket to be closed? Let us know what happens and how quickly it takes place.

Hopefully you'll get good news soon.
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Has anyone had their 127k download speed fixed? ID 19652074

How interesting.

My connection speed has been dropping since the 10th of this month and currently my speed is approx 130Kbs from a high of 1mb+. Have just completed the last of the 3 Speedtests required. Finished filling out the form and have yet to successfully submit it as the response is, cannot complete due to temporary fault. Try again later.

Have put up with it because of the repeated mantra of line re-training, connection speeds variable. This seems to be a whole new can of worms. Hopefully, I will be able to submit the completed form and see what happens from there,
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Has anyone had their 127k download speed fixed? ID 19652074

Update: Looks like the form went through after repeated attempts. Ticket now being actioned and will take up to 72 hours to check fault.
IanD
Grafter
Posts: 149
Registered: 01-08-2007

Has anyone had their 127k download speed fixed? ID 19652074

Quote
Update: Looks like the form went through after repeated attempts. Ticket now being actioned and will take up to 72 hours to check fault.


Then you can join the rest of us who have been waiting for weeks to get the problem resolved. Seems the 72 hours figure then applies to customer support as it takes them at least this long to reply to your update on the ticket.