Fibre upload speed only 2Mbit
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- Re: Fibre upload speed only 2Mbit
Fibre upload speed only 2Mbit
23-09-2015 7:14 PM
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My deal as in the members login (as of 23/9/15 when it went live)
THIS IS YOUR CURRENT BROADBAND PACKAGE
Unlimited Fibre (Without Phone)£17.49
per month
Unlimited Usage Allowance
40Mb download speed (estimated)
13.9Mb upload speed (estimated)
You've 17 months left of your 18 contract
On 7 Sept 2015 I decided to upgrade my Plusnet ADSL to fibre broadband. I am particularly interested in the improved upload speed as sometimes I need to upload very large files for work. So, I logged into "MyAccount" selected "change product" and was presented with the options - I went for the unlimited fibre package, this showed my estimated download speed as 40M and upload of 13.5M (These were the figures shown when I logged into my account) so I clicked to order this. It was installed on the 23 Sept 2015, and the BT engineer said download would be 40 and upload 2Mbit. He said that normally the upload for my line would be around 10M.. So I logged into my plusnet account where it states that upload estimate is 13.5M. (as of 23/9/2015)
I'm not at all happy with this situation, the upload speed is nowhere near the estimate shown in my account on line. I have rung customer services, but it is clear they don't accept that the upload speed advertised in the members login is 13.5. They say they cant access my members account and refuse to do anything other than put me through to the cancellations department. I don't want to cancel, I want what I signed up for, and indeed the speeds shown in the members login.
Any one else had this problem?
Re: Fibre upload speed only 2Mbit
24-09-2015 2:00 AM
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Re: Fibre upload speed only 2Mbit
24-09-2015 7:16 AM
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Unlimited Usage Allowance
40Mb download speed (estimated)
9.9Mb upload speed (estimated)
You've 23 months left of your 24 contract
Designed for demanding users
can it be altered?
Re: Fibre upload speed only 2Mbit
24-09-2015 8:14 AM
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In order to increase your upload rate you'll need to upgrade to the 'Unlimited Extra' 80/20 product and accept that you're not going to get anywhere near 80Mpbs download. By default PN do not offer this product for lines that can't support much above 40Mbps down so manual intervention is required to push the upgrade through.
This is an increasingly common complaint by the way...
Re: Fibre upload speed only 2Mbit
24-09-2015 8:44 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Fibre upload speed only 2Mbit
24-09-2015 9:38 AM
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DSL checker have my upload at between 8 and 12 mpbs and plusnet want to cap it at 1.5mpbs, which seems nonsensical.
I am currently seeing if I can get them to upgrade the profile. Not sure if there will be additional cost for this.
I've been a customer for 7 years and this last few months is the first time I've really not been happy with the service.
Re: Fibre upload speed only 2Mbit
24-09-2015 1:25 PM
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Just a couple of points, I have taken a screen grab !
PN told me that the 2Mbit upload cap was introduced on 7th August 2015 and before that it was higher.
The thing for me is that selecting "change product" in My Account showed an upload of 13.5M when I signed up, (that was the only spec I saw on the web site and took it at face value) and still does today - this seems to me to be miss describing the product.
I would like to hear what PN have to say about this.
warpkid, I agree about the service, customer services just brick walled me over this, refusing to acknowledge what their web site stated in My Account . Please post as to how you progress.
I think just offering a cancellation with penalties for virtually the full 18 month contract term is not acceptable. Please can PN supply the upload rate that was shown on the web site when I signed up.
Plusnet, please will you give your views on this
Re: Fibre upload speed only 2Mbit
24-09-2015 2:14 PM
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Re: Fibre upload speed only 2Mbit
25-09-2015 10:12 AM
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The page I used was
https://portal.plus.net/apps/account/change/xxxxxxx/Broadband (the xxxxxxx is to obscure my account number)
Try logging in to your account, there is no ? mark here, only the estimated speeds for the customers specific line for each broadband package available.
I've been mis led
Re: Fibre upload speed only 2Mbit
25-09-2015 10:27 AM
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Quote I've been mis led
I'm sure PN's view is Caveat Emptor
Re: Fibre upload speed only 2Mbit
25-09-2015 10:47 AM
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Caveat Emptor, if a company mis describes a product, how does that work, this isn't a second hand car !
But you are right, PN dont want to know.
Why did you leave?
Re: Fibre upload speed only 2Mbit
25-09-2015 1:27 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
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