Fibre speed issues
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- Re: Fibre speed issues
19-09-2019 11:02 AM
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Hi All
I'm looking for some help with my fibre speed. When i first joined PlusNet and previously with BT I was getting 70mbps and above however now i'm getting low 40s. I've tried using the BT test socket and even another router without success. I do have a fault open however there doesn't appear to be much progress being made. According to the DSL check this has been going on for some time probably over a month.
Any help would be appreciated.
Thanks
Fixed! Go to the fix.
Re: Fibre speed issues
19-09-2019 2:50 PM
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Thanks for getting in touch @1rtomlinson
I'm sorry to hear that you're having issues with your speeds.
We've tested your line and updated the open fault with the next steps.
If you can respond to the text or the ticket and then post back here once you've done so we'll get that picked up for you
Re: Fibre speed issues
19-09-2019 3:45 PM
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Re: Fibre speed issues
19-09-2019 4:50 PM
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Thanks for getting back to us @1rtomlinson.
We've just provided a further update/
Re: Fibre speed issues
20-09-2019 1:32 PM
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HI @MatthewWheeler - please see my reply,
Re: Fibre speed issues
20-09-2019 2:11 PM
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Thanks for getting back to us @1rtomlinson.
I've just added another update
Re: Fibre speed issues
20-09-2019 3:05 PM
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HI @MatthewWheeler please see my response.
Re: Fibre speed issues
20-09-2019 3:48 PM
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Thanks for getting back to me @1rtomlinson.
I've booked the appointment for you and sent confirmation via e-mail and text.
Let us know how you get on after the visit
Re: Fibre speed issues
26-09-2019 7:39 PM
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Any help would be appreciated.
Re: Fibre speed issues
26-09-2019 9:52 PM
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Thanks for your post, @1rtomlinson.
We're sorry to hear of this.
On checking the account, we understand that a phone fault has now been located with an estimated response time of by 23:59 on Monday 30/09.
Please let us know if for any reason the service is not back up and running by Tuesday.
Re: Fibre speed issues
27-09-2019 12:39 PM
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Hi @OskarPapa and @MatthewWheeler I've also got to phone line either so this is quite urgent. Also how do I go about being reimbursed for this loss of service?
Thanks
Re: Fibre speed issues
27-09-2019 2:15 PM
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Hi @1rtomlinson,
I am sorry to hear this and completely understand your frustration. Once the issue has been resolve, we will calculate a refund/credit for the downtime of your service. Please let us know once you have all of tour service back working so we can go ahead and with refund/credit.
Re: Fibre speed issues
30-09-2019 9:17 AM
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Hi
@OskarPapa, @MatthewWheeler, @beyhive
OpenReach have confirmed there should be an update re this - can you let me know what's happening please?
I believe there should be a resolution today?
Thanks
Re: Fibre speed issues
30-09-2019 1:42 PM
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Thanks for your post @1rtomlinson.
On checking the Openreach fault, we're still showing an estimated response time of by 23:59 this evening and so as yet, have no further update to give you aside from that they're currently implementing a solution.
We're sorry for the continued inconvenience.
Re: Fibre speed issues
30-09-2019 2:30 PM - edited 30-09-2019 2:32 PM
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Hi @OskarPapa @Beyhive @MatthewWheeler
It actually says today at 7am on the ticket..
"This Question is now on hold until Monday 30th September at 7:00am."
Please see attached message from OpenReach Twitter help team sent today.
"Thanks Ross, I can see that your provider have been given an update on your fault today and they're now aware of what's happening going forward. If you speak with them, they'll be able to advise further on this. ^Frazer"
Can you confirm that I will be due £8 a day will be paid to me as per the Ofcom automatic compensation scheme?
Thanks
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