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New customer, lower than expected speeds

ChrisO
Newbie
Posts: 4
Thanks: 1
Registered: ‎08-05-2018

New customer, lower than expected speeds

I'm a new customer coming from Sky... I pay for 76 meg DL but am getting around 30 to 45 at best right now. As a benchmark, I could easily get 85 meg with the previous supplier.

 

Says this on my account online == "Your Minimum Guaranteed Access Line Speed:58.2Mb" == Lucky if it's 30 meg

 

What going on, can't say I'm best pleased so far.

 

 

 

7 REPLIES
Browni
Aspiring Hero
Posts: 2,291
Thanks: 787
Fixes: 46
Registered: ‎02-03-2016

Re: New customer, lower than expected speeds

85meg?
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Plusnet Help Team
Plusnet Help Team
Posts: 187
Thanks: 56
Fixes: 15
Registered: ‎24-04-2017

Re: New customer, lower than expected speeds

Hi @ChrisO, sorry to hear your having speed issues. I've ran some tests on your connection to see that there's currently a capacity issue on the equipment you're routed through and I've raised this to our suppliers to see if we can arrange for you to be moved over to cooler equipment to hopefully rid of the peak time speed issues you're seeing. They have advised you should be swapped over within the next 48 hours and I placed a faults ticket on hold on your account so we can re-check to see if this has been resolved for you. Let us know how it's looking your side come this time Friday and especially after Friday evening peak time.
Your fault can be accessed here:
https://www.plus.net/wizard/?p=view_question&id=174241304

 Ben Devine
 Plusnet Help Team
ChrisO
Newbie
Posts: 4
Thanks: 1
Registered: ‎08-05-2018

Re: New customer, lower than expected speeds

Appreciate the help, will update after Friday how its looking.

 

Thanks

ChrisO
Newbie
Posts: 4
Thanks: 1
Registered: ‎08-05-2018

Re: New customer, lower than expected speeds

Still slow and you are overcharging me as well, just looked at my bill.

 

I should be on £29.99 a month plan.

 

Can I not just cancel and go back to my previous supplier?

 

Plusnet Help Team
Plusnet Help Team
Posts: 9,222
Thanks: 2,907
Fixes: 461
Registered: ‎21-04-2017

Re: New customer, lower than expected speeds

@ChrisO I've updated your ticket for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ChrisO
Newbie
Posts: 4
Thanks: 1
Registered: ‎08-05-2018

Re: New customer, lower than expected speeds

Still struggling to get above 50 meg download...

 

Can I have a refund for the start of my contract, please? Or can you just cancel the contract I'm in and I'll go back to Sky where the speed was fine?

 

Speeds are not whats advertised!

Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: New customer, lower than expected speeds

Hi there, as per our last reply to ticket 174241304  we're seeing much better speeds from our point of view. How are things looking now? 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team