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Lower speeds after Contract Renewal 80/20 down to almost 40/20

majikaz
Grafter
Posts: 26
Registered: 23-05-2013

Lower speeds after Contract Renewal 80/20 down to almost 40/20

What will Plusnet do to help its "Loyal" customers remain with them and rectify this issue.

Hi,
I have come here as a last resort to get some answers to my ongoing problems and overall concerns about Plusnet behaviour and poor taste in cheating its (Loyal) customers.
I have attempted to resolve this with Plusnet *multiple times* on multiple separate occasions BUT I have got nowhere.
My line speed has seen a consistent drop off in DS since I renewed my 18 Unlimited Extra FTTC package for the second time. I am mid way through my second 18mo. contract for the 80/20 package (76/1Cool
When I first jumped on the FTTC offering from PN when FTTC came to my area I was ecstatic with its performance and as I came to the end of my contract
I decided to Renew another 18mo. term with PN PROVIDED there would be NO changes to my speeds / connection. This was agreed to during the
point of sale and again shortly after.
Unfortunately ever since the start of the second 18mo. contract began I started to notice a gradual but noticeable degradation in line stats and performance.
Original IP Profile Range Speed Checker Results 21-03-2015

IP Profile Fault Speed Checker Results 06-04-2015

Current Speed Checker Results 06-11-2015

As you can clearly see there has been several issues with my package.

All of which I have attempted to follow up and get resolved only to be fobbed off by Plusnet staff in various ways with various kind of reasons/speeches
which attempt to justify PN and this dramatic change in my package performance
Which I should add was supposed to remain unchanged!.

I see this whole matter as falling into these brackets :-
1) Overpaying for a substandard product
2) Plusnets attempts to save money by cheating their customers in an attempts to save money
3) Blatant lies in an attempt to cover up its wrongdoing.

Look forward to hearing back from Plusnet on this matter.
As at the moment this is a PR disaster. I feel lied to and cheated out of money for my family.!
FYI: http://forums.thinkbroadband.com/plusnet/4435893-plusnet-lying-to-customers-when-offering-new-contra...
44 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

The 3rd screenshot is the key here.
You are not being limited or restricted by us, your line *sync* speed has dropped, this in turn means the DLM alters the profile speed that you can see on the speed test. This type of issue can be caused by a number of reasons varying from faults, to increased takeup on your cabinet causing crosstalk. This is completely different circumstances to the thread you've linked to and is not at all related to any re-contracting on your account.
The estimates for your line are ranged between 49.9 and 69.8Mb/s and your line is currently in sync at 50.2Mb/s. Due to this we'd not be able to raise this as a fault as the speeds are classed as within the estimates for your line.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
elfish
Grafter
Posts: 235
Registered: 22-02-2009

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

I am having a hard time reading the writing on those screen shots.
What are your line stats? Sync speeds etc. As a major part of slower speeds is down to the connection between yourself and the cabinet. In this case PN can do little to help but report a fault to Openareach if deem abled for them to investigate.
One thing that is becoming more problematic, is crosstalk/interference, due to more people going on to the VDSL2 service, this is affecting a lot of people, and the fix is in the form of Vectoring which is yet to be rolled out by Openreach.
Chris beat me to it.
But I can understand your frustration in that you are paying for the extra package and not receiving the speeds that you originally had, there are plenty in the same boat.
majikaz
Grafter
Posts: 26
Registered: 23-05-2013

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

Hi elfish/chris.
here are the high res ones.
46.81mbps
http://i.imgur.com/Ufg6Vak.png
http://i.imgur.com/r7jE714.png
http://i.imgur.com/bM1LyZ3.png
Quote from: elfish
But I can understand your frustration in that you are paying for the extra package and not receiving the speeds that you originally had, there are plenty in the same boat

Missing the point. Everything was fine until the renewal of contract.. was it not? It seems PN being devious and not doing everything in its power to resolve.  Furthermore, in Chat with support they said my profile was on upto 50000 range. they just moved it back upto 76mbps. So for it to move down someone must have put me on it in first place right. Why was it not left on 76 IP Profile ?
elfish
Grafter
Posts: 235
Registered: 22-02-2009

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

Thank you for the larger shots.
What modem are you using? The one supplied by Openreach when they came to connect your line?
It would also be handy to know what type of cabinet that you are connected to:
http://www.kitz.co.uk/adsl/cabinet-lookup.htm
If you are connected to an ECI cab, then you will not be benefiting from G.INP, which has helped most with 'noisy' loops.
majikaz
Grafter
Posts: 26
Registered: 23-05-2013

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

Modem is BTO Supplied ECI.
PCP cab 83
in that case my huawei 612 unlocked should be better then correct? I have already tested and no good.
Looks like this one. >> Huawei 288 FTTC Fibre Cab
Cabinet P83  FTTC Available from 19th April 2013  Phase 09b 2012-2013  416  ECI
elfish
Grafter
Posts: 235
Registered: 22-02-2009

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

Do the checker as well to make sure.
As for the profile change, that is driven by the BT IP Profile which is then driven by your sync speed, and will change automatically, if the sync speed has dropped or risen.
Sometimes the PN line speed doesn't automatically change, i.e. when the sync and BT IP Profile speed rises.
majikaz
Grafter
Posts: 26
Registered: 23-05-2013

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

I was wrong its an ECI cab.
Cabinet P83  FTTC Available from 19th April 2013  Phase 09b 2012-2013  416  ECI
elfish
Grafter
Posts: 235
Registered: 22-02-2009

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

Ok.
What are your latency times? Do a ping or tracert.
You may have interleaving applied, which tends to bring your speeds down and increases latency due to its overhead.
majikaz
Grafter
Posts: 26
Registered: 23-05-2013

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

http://www.thinkbroadband.com/ping/monitors/graph/15301f00ff806b052342ecbfad0b32f9.png
Tracing route to bbc.co.uk [212.58.246.104]
over a maximum of 30 hops:
 1    <1 ms    <1 ms    <1 ms  *********Huh?? [192.168.1.1]
 2    20 ms    19 ms    20 ms  lo0-central10.ptn-ag04.plus.net [195.166.128.193]
 3    20 ms    20 ms    20 ms  link-b-central10.ptn-gw02.plus.net [212.159.2.142]
 4    20 ms    19 ms    20 ms  xe-8-2-0.ptw-cr02.plus.net [212.159.0.118]
 5    20 ms    22 ms    20 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
 6    20 ms    20 ms    19 ms  kingston-gw.thdo.bbc.co.uk [212.58.239.6]
 7     *        *        *     Request timed out.
 8    21 ms    21 ms    22 ms  ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
 9    21 ms    21 ms    21 ms  132.185.255.165
10    21 ms    21 ms    20 ms  fmt-vip133.cwwtf.bbc.co.uk [212.58.246.104]
Trace complete.
elfish
Grafter
Posts: 235
Registered: 22-02-2009

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

Thanks.
Do you mind me asking where about's in the country do you live?
The latency times would be lower than that on Fastpath, so interleaving may be applied to your line, which helps in terms of errors that are caused by interference/crosstalk, but it isn't the most efficient form of stability. Unfortunately you are connected to an ECI cab, in which case G.INP isn't enabled. Openreach are hopefully going to roll this out, and will help you a bit, but it won't restore your line to its original performance until Vectoring is introduced.
majikaz
Grafter
Posts: 26
Registered: 23-05-2013

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

yeah missed that part.. South Wales  (Carmarthenshire)
elfish
Grafter
Posts: 235
Registered: 22-02-2009

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

You are closer than me to London (where PN's equipment is located), so those latency times do look a little too high for that distance, so I do suspect that interleaving is applied.
On another note, I find the BT Wholesale speed test to give unreliable results.
I would use the thinkbroadband tester and PlusNet's tester which is www.mybroadbandspeed.co.uk
Another thing is that the PN gateways can be hit or miss, so depending on which gateway you are connected to, you may see slower speeds than on others and at different times.
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

@Chris (Parr)
Could you please do a double check that the connection hasn't got banded?
majikaz
Grafter
Posts: 26
Registered: 23-05-2013

Re: Lower speeds after Contract Renewal 80/20 down to almost 40/20

FTTC Range A (Clean) 69.8 49.9 20 14 -- Available
FTTC Range B (Impacted) 60.1 35 19.9 9.7 -- Available
WBC ADSL 2+ Up to 8 -- 5.5 to 12.5 Available
WBC ADSL 2+ Annex M Up to 8 Up to 1 5.5 to 12.5 Available
ADSL Max Up to 5.5 -- 4.5 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
FTTP on Demand 330 30 -- Available
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available