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Fibre Upload speed changed from 20 to 2

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BigDaz
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Registered: ‎15-08-2007

Fibre Upload speed changed from 20 to 2

I had a Fibre Unlimited contract package which had 40mb download speed and 20mb upload speed.

My contracts run out but from what I can gather my speed should remain at 40/20 indefinitely. 

It's dropped to 40/2 recently. I just want to check it should still be 20 before I raise a fault.

Thanks.

 

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8 REPLIES
SpendLessTime
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Re: Fibre Upload speed changed from 20 to 2

If you haven't asked Plusnet for a new deal (.i.e cheaper deal) then the end of the 18 month contract period should not change your line speeds. You're just on a month by month contract with zero changes to the terms.

BigDaz
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Registered: ‎15-08-2007

Re: Fibre Upload speed changed from 20 to 2

 

Hmm. Plusnet support says they don't supply 40/20 anymore so everyone's been downgraded to 40/2.

 
SpendLessTime
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Re: Fibre Upload speed changed from 20 to 2

I would start a formal complaint as that is rubbish. Plusnet no longer take new orders for 40/20 but they cannot unilaterally change the contract WITHOUT notice and your contract is for 40/20.

 

There are several threads on this forum were Plusnet forum staff have re-instated people to 40/20 fibre where it was removed by other Plusnet staff.

  

Complaints procedure is here

 

Edit:to clarify 40/20 and 40/2 FTTC orders.

Terranova667
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Re: Fibre Upload speed changed from 20 to 2

As mentioned you should remain on 40/20 it's new 40Mb contracts that get put on 40/2 or if you downgrade from 80/20 to the 40Mb package NOT if your contract is up or you renew.

I'm sure one of the Plusnet help staff will able to sort it out for you no real need to do a complaint at this stage, but they really need to get on to phone / chat support about false info it's been long enough now. 

 

Community Gaffer
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Re: Fibre Upload speed changed from 20 to 2


BigDaz wrote:

Hmm. Plusnet support says they don't supply 40/20 anymore so everyone's been downgraded to 40/2.

That's not true, and I've had a word with the individual you spoke to, to ensure they don't make the same mistake again.

Anyway, your circuit is still provisioned on 80/20 (capped to 40), however your upload sync is a paltry 2.7Mbps at present.

I'd suggest raising a fault rather than a complaint Wink

Give me a nudge should you encounter any resistance.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

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Community Gaffer
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Registered: ‎05-04-2007

Re: Fibre Upload speed changed from 20 to 2

Your line has NOT been downgraded to a 40/2 circuit. That can be seen as you're syncing above 2Mbs, although only slightly at the moment.

Here's what I get when checking your line:

 

Description Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report
Main Fault Location LN
Sync Status In Sync
Downstream Speed 46.9 Mbps
Upstream Speed 2.7 Mbps
Profile Name 0.128M-74M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off

 

I'd advise getting a fault opened at https://faults.plus.net

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
SpendLessTime
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Re: Fibre Upload speed changed from 20 to 2

Thank you Bob for checking for the OP and for having words with the staff member. It is a real shame that these things happen and I hope the OP does log a fault tonight to get the issue with the line sync sorted.

 

Given what the errant support member said, I still feel my initial advice to formally complain was valid in those circumstance as a breach of contract is grounds for a complaint. However as the OP has a fault (as diagnosed by yourself and Chris), then the complaint is no longer required.

BigDaz
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Registered: ‎15-08-2007

Re: Fibre Upload speed changed from 20 to 2

Fix

Thanks lads, I've gone ahead and raised a fault now.