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Fibre speed issues

FIXED
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Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎19-09-2019

Fibre speed issues

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

17 REPLIES 17
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Plusnet Help Team
Plusnet Help Team
Posts: 7,976
Thanks: 944
Fixes: 387
Registered: ‎01-01-2012

Re: Fibre speed issues

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

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎19-09-2019

Re: Fibre speed issues

@MatthewWheeler Hi - I've replied on the ticket.

 

Thanks

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Plusnet Help Team
Plusnet Help Team
Posts: 7,976
Thanks: 944
Fixes: 387
Registered: ‎01-01-2012

Re: Fibre speed issues

Thanks for getting back to us @1rtomlinson.

We've just provided a further update/

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎19-09-2019

Re: Fibre speed issues

HI @MatthewWheeler - please see my reply,

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Plusnet Help Team
Plusnet Help Team
Posts: 7,976
Thanks: 944
Fixes: 387
Registered: ‎01-01-2012

Re: Fibre speed issues

Thanks for getting back to us @1rtomlinson.

I've just added another update

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎19-09-2019

Re: Fibre speed issues

HI @MatthewWheeler please see my response. 

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Plusnet Help Team
Plusnet Help Team
Posts: 7,976
Thanks: 944
Fixes: 387
Registered: ‎01-01-2012

Re: Fibre speed issues

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎19-09-2019

Re: Fibre speed issues

Hi @MatthewWheeler my issue was fixed for a couple of days however an OpenReach van turned up this afternoon, presumably fixing someone else's issue, and now I have no connection at all! So I'm actually worse off than I was at the beginning of this thread!

Any help would be appreciated.
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: Fibre speed issues

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.

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Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎19-09-2019

Re: Fibre speed issues

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 

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

Re: Fibre speed issues

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Faris
 Plusnet Help Team
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Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎19-09-2019

Re: Fibre speed issues

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 

 

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

Re: Fibre speed issues

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.

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Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎19-09-2019

Re: Fibre speed issues

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