Low fibre speed

[#1]

Engineer came this morning and checked the property, said everything looked fine then left to check the cabinet as he said he was detecting a very minor fault there, but didnt hear back from him after that.

Not much changed my end until about 40 minutes ago when my Internet went down and came back up at 18mb which is the highest I've seen it at so far but then 10 minutes later it went down again and came back up at 11Mb and hasnt changed since.

So my question is what can be done, 2 engineer visits now and haven't even got close to the minimum speed we were told we would get.

Edit: just realised my upload speed has dropped from 2mb down to 1.2mb, haven't seen it drop below 2 until now.

[#2]

Product name: Plusnet Hub
3. Firmware version: Software version 4.7.5.1.83.8.237.2.2 Last updated 12/09/17
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 06:26:50
6. Data rate: 1265 / 11330
7. Maximum data rate: 1265 / 9787
8. Noise margin: 5.8 / 4.9
9. Line attenuation: 9.7 / 23.2
10. Signal attenuation: 9.7 / 18.0
11. Data sent/received: 1.2 GB / 25.9 GB
13. 2.4 GHz Wireless network/SSID: [Removed]
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: [Removed]
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Seems to be getting worse, hasn't been this low before...

Moderator's note by Mike (Mav): Personal information removed from a public forum.

[#3]

No changes yet still at 11Mb would really like this sorted.

[#4]

Another day at 11Mb, I really hope this gets sorted, starting to think 27Mb is never gonna be attainable I'd settle for 20 now...

[#5]

So about 20 minutes ago I restarted my router and I noticed it connected at 17mb for a second and dropped then connected at 20mb for a second then dropped and synced at 11Mb, so it's obviously capable of attaining a higher sync but won't, already had 2 engineers out and no fix so what's next? I don't expect a reply over the weekend but if this isn't sorted soon I will be switching providers because this is just getting silly now and I'm no where near the minimum I was guaranteed.

[#6]

When was the last time Plusnet added anything to your ticket?

[#7]

Last real reply was Tuesday morning but had a scripted reply Wednesday after the engineer left saying my ticket was off hold.

[#8]

My speed has also dropped from 77mbit to 20mbit this evening. Is there a wider problem?

[#9]

Not sure I've been around 11mb since I got Internet 4 weeks ago

[#10]

Disconnected and down to 10mb now...

[#11]

Hope today is the day this gets some attention...

[#12]

Is this a new Plusnet policy? Ignore customers asking awkward questions and hope they give up and go away?

@martyn90125 If you use Facebook or Twitter you could try posting on one of those as the more public platform seems to get more prompt attention!

[#13]

I may have to do that, when I first reported the problem I was getting replied to straight away but now I'm on the back burner it seems, might have to look at cancelling and just going with BT as they have a good offer on atm and I may get the problem sorted quicker if I'm with them.

[#14]

I've had abother test done but no followup after the test yet just said further SFI.

[#15]

Apologies for the delayed response.

I can see our Faults team are looking into this.

I'll update the open ticket shortly.