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Fibre speeds dropped dramatically

danludlow
Rising Star
Posts: 439
Thanks: 26
Fixes: 1
Registered: ‎03-12-2014

Re: Fibre speeds dropped dramatically

I think you're right, there used to be more PlusNet staff input here, I've requested a line check some days ago (over a week) earlier this year that would have been picked up and responded to sometimes within the hour, certainly that day. I used bold type because an earlier request had faded to obscurity without result. A moderator responded at once because there's a rule apparently that upper case headings are taboo, she changed the heading to lower case.
Having done so my request was ignored by PlusNet.
A shame, because I've long respected PlusNet as being better than average, now I wonder. Cutting cost to keep pace with low cost competitors perhaps?
SpendLessTime
Aspiring Hero
Posts: 2,847
Thanks: 847
Fixes: 82
Registered: ‎21-09-2009

Re: Fibre speeds dropped dramatically

The Plusnet staff have been saying for a while now, that if you have a problem then it must be logged in a fault or nothing will happen. This forum is a mutual self help by customers only now so if you need staff help then a fault is the only way forward.
Just look at the threads for the past month in here, and see the majority have had zero staff input especially where the poster hasn't logged a fault and mentioned the ticket number in the post/title.
Plusnet is not the same company it was 12 months ago, never mind all those years ago when I joined. it is now a bargain ISP trying to take customers away from Sky and TalkTalk so the service is now reflected in the price.
If you want help from staff, then phone or try Twitter (that seems to have a better response as all the tweets are public and more people are looking at Twitter these days than will ever look at this forum)
mojorisin
Grafter
Posts: 111
Registered: ‎31-07-2007

Re: Fibre speeds dropped dramatically

Are they really that much cheaper than the competition now though ?
The twitter feed just looks like its used for advertising and nothing else
ticket has been raised just trying to get a response of some sort to it now although with it being the weekend nothing will happen now i presume
I have been with Plusnet over 10 years and have been happy with the service any time there is a problem its usually at the Exchange so i just wish that would be  the first place that's checked rather than send an engineer
But having to constantly chase to get any replies does get frustraing
danludlow
Rising Star
Posts: 439
Thanks: 26
Fixes: 1
Registered: ‎03-12-2014

Re: Fibre speeds dropped dramatically

@georgelnx @mojorisin  In a world where all offer the same, what stands out? Surely there's a place for quality, as within many industries, there's invariably a "Rolls-Royce" with a reputation for being the best. There ought to perhaps be room for a Premium Service Broadband Package within PlusNet's offering?
I'd be willing to pay a bit more to have a premium service, which would be as fast as my line could manage down and up. That might even mean falling below the magical speeds where now Extra is not available but it would allow maximum up instead of the new limit of 2mbps Up if you take out standard. I am on Orignal Standard 40/20, I could in theory return to Extra which PlusNet took me off earlier this year when 33-35Mbps seemed to be the new maximum (now back up to 45.4Mbps), but doing so, I could end up with having to revert to 2Mbps Up, which is useless for online backups or uploading digital art.
If we're being sold broadband like Baseball caps "One Size Fits All" , it will become almost like buying energy, find the cheapest with the tariff that best suits using the exact same equipment. Almost, since you have to connect to individual Servers.
mojorisin
Grafter
Posts: 111
Registered: ‎31-07-2007

Re: Fibre speeds dropped dramatically

BT Engineered turned up at the house today with no description on his job sheet as to what the issue he was required to look at
I was at work when he came so had to pass the message over the phone to him that the speed was down and Plusnet said it required an engineer visit
He reset the profile something that doesn't require an engineer visit and now my profile is showing as 63mb
Download speed is showing as 20mb still slow might need to reboot router ??  upload is back to normal at 16mb +
seems like a communication breakdown somewhere
UPDATE : rebooted the router and much better now
<a href="http://www.speedtest.net/my-result/4909824618"><img src="http://www.speedtest.net/result/4909824618.png" /></a>

Community Gaffer
Community Gaffer
Posts: 17,713
Thanks: 702
Fixes: 167
Registered: ‎05-04-2007

Re: Fibre speeds dropped dramatically

Quote
He reset the profile something that doesn't require an engineer visit and now my profile is showing as 63mb

Unfortunately this isn't something that can be performed by us remotely on fibre connections, it does require an engineer to request this to happen.
Sorry for the delays in updating you and getting this resolved.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
mojorisin
Grafter
Posts: 111
Registered: ‎31-07-2007

Re: Fibre speeds dropped dramatically

looks like the problem could be coming back again random DNS resolving issues again which usually leads to the connection dropping
had to reboot the router and now speeds have dropped dramatically again from 60+ down to 37mb down
<a href="http://www.speedtest.net/my-result/4950313718"><img src="http://www.speedtest.net/result/4950313718.png" /></a>
mojorisin
Grafter
Posts: 111
Registered: ‎31-07-2007

Re: Fibre speeds dropped dramatically

Engineer booked for Wednesday for the below problem lets hope it gets fixed
Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report
mojorisin
Grafter
Posts: 111
Registered: ‎31-07-2007

Re: Fibre speeds dropped dramatically

It seems trying to get an update to a ticket is as hard as trying to get and update on the forums now  Undecided