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Fibre broadband dropping or very slow - worsening every day

Appletreegirl
Newbie
Posts: 1
Registered: ‎15-11-2018

Fibre broadband dropping or very slow - worsening every day

Our fibre speeds are getting slower and slower - just did the BT Wholesale test and got 1.33mbps download.  Used to be 35mbps! Sometimes there's no service at all, it is currently unusable.  Currently on hold to PlusNet but recorded message says wait times are circa 40 minutes. I live in the CM6 area - anyone else with a problem?  What can we do if we can't get hold of PlusNet? This is just ridiculous. 

2 REPLIES 2
RichardB
Seasoned Pro
Posts: 513
Thanks: 163
Fixes: 15
Registered: ‎19-11-2008

Re: Fibre broadband dropping or very slow - worsening every day

Hi Appletreegirl,

Currently PN's phone support appears to be overloaded with the number of customers calling with issues :sad:

The phone waiting times appear to have got worse after the introduction of the new billing system at the start of September.

However, as you have some internet access you can raise a fault with PN without having to wait 30+ minutes on the phone.

If you follow the steps in the guide over at -> http://faults.plus.net <- a fault ticket should be raised for you.

The steps in the online faults process may seem overly complicated but the process is designed to avoid BT Openreach charging PN & yourself a fee for a fault with the router or bad telephone extension wiring etc

It is also important to test the internet speeds with a wired connection between the PC and the router rather than WiFi.

WiFi operates on frequencies shared with other users and interference from other users can considerably reduce data speeds.

Regards

Richard

Plusnet Help Team
Plusnet Help Team
Posts: 16,290
Thanks: 5,004
Fixes: 846
Registered: ‎21-04-2017

Re: Fibre broadband dropping or very slow - worsening every day

Hi there.

I'm sorry to hear you're experiencing speed problems.

From what I can see there's a stuck profile on your account limiting your speeds. I've sorted this for you now. If you reboot your router, you should see a much higher speed.

Let us know how it goes.

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