Minimum guaranteed line speed has been changed.

[#1]

Hi

when I signed up to fibre in Jan I was promised:

"We estimate your broadband speed should be between 20Mbps and 31Mbps and your minimum guaranteed access line speed is 16.9Mbps."

However I have today just checked my fibre speed and find not only am I getting way below that but my IP Profile for the line is now set at 14.77 Mbps.

Download speedachieved during the test was - 12.9 Mbps
 For your connection, the acceptable range of speedsis 10.34 Mbps-14.77 Mbps .
 Additional Information:
 IP Profile for your line is - 14.77 Mbps

How and when has this been changed please as it is not what I signed up for, and fairly recently I was getting download speed in the 20Mbps?

[#2]

Your broadband service

• Product: Unlimited Fibre
• Estimated Download Range: 15 - 24Mbps
• Estimated Upload Range: 2.5 - 4Mbps
• Minimum Guaranteed Speed: 12.3Mbps
• Current Line Speed (Download): 14.7Mbps

[#3]

Your minimum guaranteed speed has not changed. This is not the same as your IP profile, which varies with your actual synch speed.

You probably have a fault so you need to go through the standard fault finding procedures.

1. Remove the front off the BT Master socket to expose the test socket.

2. Plug a wired telephone in here and do a quiet line test by dialling 17070 then option 2. If there's any background noise then report a phone fault. 

3. Plug a filter in to the test socket and connect this to your router. With a computer connected to the router via an Ethernet cable complete the BT speed test.  http://speedtest.btwholesale.com/ If this is showing your speed is low then go on and complete the further diagnostics to record the results then report a broadband fault.

[#4]

@smallblueplanet 

Your latest post throws new light on this situation. Where did the new information come from?

[#5]

The first min speed guarantee was from my sign up email.

The speed tast was from BT Wholesale.

The second post I just put in to bump the thread as its from my Account details, which I assumed someone like @Gandalf or other staff could see anyway.

[#6]

Sorry @Baldrick1 didn't mean to be short in my previous post, I was rushing.

Just done another BTW speed test and it says 

Download Speed (Mbps): 20.06
Upload Speed (Mbps) : 3.14
Ping Latency (ms): 13

But Further Diagnostics says

The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.

[#7]

Well now I get this from BTW speedtest

 Download speedachieved during the test was - 20.09 Mbps
 For your connection, the acceptable range of speedsis 20 Mbps-21.39 Mbps .
 Additional Information:
 IP Profile for your line is - 21.39 Mbps

But still saying this in my account:

• Minimum Guaranteed Speed: 12.3Mbps
  • Current Line Speed (Download): 14.7Mbps

Is there a problem with the line again @Gandalf ?

[#8]

Thanks for getting in touch @smallblueplanet

Our tests are showing a potential fault that would need an engineer visit to investigate further.

Can you raise a fault online by going here and then post back once you've done so?

This will allow us to get that picked up straight away for you

[#9]

Hi @MatthewWheeler thanks for looking at this.

I think I've done as you asked. As you can probably see from my account there have been previous problems with my (and my neighbours) line. 

When Iook at my account it now (oddly) says. 

• Product: Unlimited Fibre
• Estimated Download Range: 15 - 24Mbps
• Estimated Upload Range: 2.5 - 4Mbps
• Minimum Guaranteed Speed: 12.3Mbps
• Current Line Speed (Download): 21.3Mbps

[#10]

@smallblueplanet 

I am totally confused. You say you have low speeds. @MatthewWheeler  says that you have a potential fault that needs investigating. Repeated BT speed tests report that your download speed is in the middle of your expected speed range.

What tests are you doing that convinces you that you still have a problem? Note that only wired Ethernet speed tests are relevant in this context.

[#11]

@Baldrick1 I'm just doing as asked to by @MatthewWheeler (our line has had many problems previously). 

I have no idea what info he is looking at but for some reason the minimum guaranteed line speed on my account (and the line speed) dropped appreciably yesterday. 

Now the BTW test further diagnostics says this, I've no idea what is causing it. 

Download speedachieved during the test was - 20.05 Mbps
 For your connection, the acceptable range of speedsis 20 Mbps-21.39 Mbps .
 Additional Information:
 IP Profile for your line is - 21.39 Mbps

[#12]

Hey @smallblueplanet,

Thanks for getting back to us.

Just to make sure, can you confirm you are connected via Ethernet when doing these speed tests? Are you also connected into your test socket? If not, please get connected by following this info and then let us know the results of your speed tests.

Thanks.

[#13]

Hi, I can,t do any more tests atm.

What I am particularly bothered about is the fact that, as I said in the first post, the minimum speed guaranteed by Plusnet has been dropped from c.16 mbps to c12mbps. Why has this been changed? It is not the minimum speed I signed up for?

[#14 · Accepted solution]

Hi @smallblueplanet Not in the office at the moment but it’d be difficult to advise definitively the reason behind your account showing a lower minimum guaranteed speed(MGS) than agreed. 

I wouldn’t worry about that too much because we’d realistically only use your MGS for contractual purposes i.e. if you’re wanting to leave and when/if doing so, we’ll obviously bear in mind the MGS you specifically agreed.

For fault purposes we’d use the current expectations/estimates of your line as shown at http://dslchecker.bt.com

If you’ve raised a fault ticket we’ll pick that up either this weekend or early next week at the latest and investigate further. 
Hope this helps. 

[#15]

Thanks @Gandalf You're a star. Don't want to get all contractual, just didn't want to end up paying 'extra' for rubbish speeds on this line. All seems fine now tbh.