New customer (10 days) and line speed well down from BT infinity and estimate
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New customer (10 days) and line speed well down from BT infinity and estimate
26-02-2016 11:00 PM
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Switched to PN unlimited 76Mb service 10 days ago. My estimated speed was 40-60, so I thought it was worth a punt to go with the 76Mb option over 38 in the hope I'd get 50+.
Unfortunately I'm getting a lot less and a lot less than I got from BT. Current speed reported as 28.4Mb, which matches my real download speeds in the range 3.2-3.4MB.
Telephone number:
01277xxxxxx
Phone exchange:
BRENTWOOD
Estimated line speed:
60Mb (This may vary between 39.8Mb and 60Mb) - Checked on 2016-02-03 15:58:59
Current line speed:
28.4 Mb
Not happy at the moment!!
Re: New customer (10 days) and line speed well down from BT infinity and estimate
29-02-2016 12:07 PM
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Downstream Speed 32.4 Mbps
Upstream Speed 7.0 Mbps
Voice Line Test Result Voice fault suspected - contact Voice CP to progress copper issue
Test Result: Fail - Fault located at customer apparatus
Description: FAULT - Loop (Rectified)
Re: New customer (10 days) and line speed well down from BT infinity and estimate
01-03-2016 2:26 PM
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2 years ago we had a new line fitted from the mast to the house, and 6 months ago we had a new master socket fitted - with a single cable from the junction box on the front of the house to the master socket (no connections). House phone is then connected directly to the filtered side of the master socket and alarm is run as a slave off the back of the filtered side.
It is EXACTLY the same setup we had before, apart from swapping the BT open reach modem (with BTHH4) for the One Hub on the broadband side of the master socket.
Can however confirm speed has improved slightly, am getting 3.7MB/s real downloads (but still over 1MB slower than BT) and well under my estimated speed of 40-60Mbps
Re: New customer (10 days) and line speed well down from BT infinity and estimate
01-03-2016 4:46 PM
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Turns out you can't raise a ticket (and haven't been able to for some time), all this talk about great customer service - am yet to see it!!
I figured out how to raise a fault ticket - got all the way through to the last step and then got a website error! WORST SYSTEM EVER.
Re: New customer (10 days) and line speed well down from BT infinity and estimate
01-03-2016 5:16 PM
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Quote from: elrao as your chat is offline
Chat is working here but are you using an adblocker or ghostery? You may need to turn them off to get chat to start..
I do wish PlusNet would either change the coding of that page or, at the very least, put a note on the page saying that initiating chat can be prevented by many common browser security measures.
Re: New customer (10 days) and line speed well down from BT infinity and estimate
01-03-2016 6:10 PM
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Tried to call, now I've come home earlier...30 minute wait time...5 people ahead of me on chat.
mav:quote
Re: New customer (10 days) and line speed well down from BT infinity and estimate
01-03-2016 6:13 PM
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Re: New customer (10 days) and line speed well down from BT infinity and estimate
01-03-2016 6:19 PM
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Re: New customer (10 days) and line speed well down from BT infinity and estimate
01-03-2016 7:07 PM
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I then disconnected the master socket and it changed to an external fault, reconnected master socket and fault switched back!
As it showed an external fault, they've raised it to "the supplier" to investigate. I did see an openreach guy working on my cabinet the day I switched and the day the line speed dropped, coincidence?
All connected back up now, and getting same 31.2 connection.
Re: New customer (10 days) and line speed well down from BT infinity and estimate
02-03-2016 12:26 AM
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Hope this helps
If this post resolved your issue, please click the 'This fixed my problem' button
Re: New customer (10 days) and line speed well down from BT infinity and estimate
02-03-2016 4:03 PM
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dick:quote
Re: New customer (10 days) and line speed well down from BT infinity and estimate
02-03-2016 4:10 PM
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If this post resolved your issue, please click the 'This fixed my problem' button
Re: New customer (10 days) and line speed well down from BT infinity and estimate
02-03-2016 4:30 PM
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Quote from: Anoush I've updated your ticket with more detail.
And I have replied ...
Re: New customer (10 days) and line speed well down from BT infinity and estimate
08-03-2016 11:47 AM
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Re: New customer (10 days) and line speed well down from BT infinity and estimate
08-03-2016 12:00 PM
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If this post resolved your issue, please click the 'This fixed my problem' button
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