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Drop In Speed

FIXED
spikev2
Hooked
Posts: 6
Registered: ‎16-09-2019

Drop In Speed

Since the last bank holiday my Internet speed has dropped from guaranteed 18mbs to 13 mbs.

Can you please check.

 

Many thanks

9 REPLIES 9
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: Drop In Speed

Thanks for getting in touch @spikev2

I'm sorry to hear that your speeds have dropped recently.

We've tested your line and we can see that the speeds have dropped but our tests aren't showing any cause for this.

So we can look into this further can you raise a fault here and post back here once you've done so?

This will allow us to get that picked up straight away

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
spikev2
Hooked
Posts: 6
Registered: ‎16-09-2019

Re: Drop In Speed

Hi Matthew

Many thanks for your prompt reply.

 

Filled in the form but when I click on submit I receive the following message

 

There's been a problem

We're sorry, but you can't use the Broadband Troubleshooter to report a fault on your service. Please contact our Support Team for help.

 
 
I will try again later.
 
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Drop In Speed

 

Hi @spikev2

 

That's an odd one - there aren't any existing faults on your account (which would normally be the cause of that error).

 

Could you try this again via multiple devices/browsers and let me know if this continues to be an issue?

 

Best wishes

 

Dave

spikev2
Hooked
Posts: 6
Registered: ‎16-09-2019

Re: Drop In Speed

Hi Dave

 

I have tried the following:

 

Windows 7 laptop at work Chrome/Firefox

 

At home:

Windows 10 home Chrome/Edge

Ipad air Safari

Android Phone

 

Same error message after I finish inputting my contact details and clicking submit.

 

Many thanks

RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Drop In Speed

 

Not to worry, @spikev2

 

I've raised this on your behalf here.

 

If you could respond with the information requested we'll get that booked in for you.

 

Best wishes

 

Dave

spikev2
Hooked
Posts: 6
Registered: ‎16-09-2019

Re: Drop In Speed

Hi Dave I would confirm I have amended your response .

 

Regards

 

Eric

OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: Drop In Speed

Fix

Thanks for updating us @spikev2.

 

I've updated the ticket, but for your convenience I can confirm that I've booked in the soonest available appointment.

 

Your appointment is confirmed for Monday 23rd September between 13:00 & 18:00.

 

Please let us all know how it goes and remember that if you need anything else at all in the meantime, we're just a few clicks away from 07:30 - 22:00 daily.

spikev2
Hooked
Posts: 6
Registered: ‎16-09-2019

Re: Drop In Speed

Thanks guys,

 

All sorted, House telephone connections were star wired.

Engineer removed star wiring and ran a data connection to existing socket.

 

Speed is even better than before, 26MB instead of 18MB

 

Cheers all

Beyhive
Plusnet Help Team
Plusnet Help Team
Posts: 722
Thanks: 100
Fixes: 43
Registered: ‎25-02-2019

Re: Drop In Speed

Fantastic @spikev2,

 

Let us know if anything changes in the future please. - Faris

If this post resolved your issue please click the 'This fixed my problem' button
 Faris
 Plusnet Help Team