Normal response from Plusnet?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Normal response from Plusnet?
Normal response from Plusnet?
01-04-2015 7:44 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I recently placed an order for Plusnet fibre, and BT came round to install on 23 March. There was apparently a fault on the line which meant the engineer needed to come back the following day, at which point he changed the wire from the pole to the house and did some bits at the cabinet and exchange. I think I got my money's worth from the install as the engineer was apparently sorting things out for a total of about 8 hours.
Anyway, he finished and moved on to his next job (as one would). When I got home I started running speed tests. Now, I'm paying for the up to 76Mb connection, and the BT checker says I should get at least 64Mb, however my profile seems to be capped at ~30Mb down and 6 or 7Mb up. I'm getting these speeds consistently.
I raised this as a fault last Friday (ticket 101618915) as this is quite clearly nowhere near what I'm expecting or paying for.
I've finally had a response today from Plusnet support who say there's no fault on the line and it's 'working within expectations' ...
I'm rather speechless after reading the reply. Within Expectations? Less than half the expected speeds is .... normal? Not in my world. I'd have expected this 'up to' nonsense with ADSL as it was from home to the exchange, and as I was a few miles from the exchange, I wasn't expecting rocket speeds back then. From wandering round the neighbourhood today however, and the cabinet I found is only two roads away (about 50 yards as the crow flies, but probably a bit further following phone wires).
I'd love to be clued in by someone as to why my connection speeds are 'acceptable'.
Re: Normal response from Plusnet?
01-04-2015 8:48 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
What does the BT wholesale checker say your maximum and minimum speeds could be(both clean and impacted)?
Its also worth noting you may not be connected to the cabinet you found it maybe one further away(I'm connected to one 0.4miles from my address while the closet one is a mere 50 yards from my house).
Re: Normal response from Plusnet?
01-04-2015 8:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: davenos How are you testing your speed is it from a wireless or wired connection?
What does the BT wholesale checker say your maximum and minimum speeds could be(both clean and impacted)?
Its also worth noting you may not be connected to the cabinet you found it maybe one further away(I'm connected to one 0.4miles from my address while the closet one is a mere 50 yards from my house).
Hi. Thanks for the reply.
Wired - always. The first test I did was direct from the modem to a PC. I've run subsequent tests from other machines over the LAN, all with very similar speed results.
Pic below of BT's expected speeds for my phone number. As you can see, even the worst impacted speed should be over 50Mb.
Re: Normal response from Plusnet?
01-04-2015 9:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
What does this page say regarding your current line speed?
Re: Normal response from Plusnet?
01-04-2015 9:28 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: pwatson Which speed test site are you using? Try http://speedtest.btwholesale.com/ and post the results of the Further Diagnostics tests.
What does this page say regarding your current line speed?
I've run tests from speedtest.net and the BT Wholesale site. Pics attached from BT Wholesale and the Plusnet portal.
Re: Normal response from Plusnet?
02-04-2015 7:56 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Someone at PlusNet needs to look into this ASAP.
Re: Normal response from Plusnet?
02-04-2015 9:20 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
jim:quote
Re: Normal response from Plusnet?
02-04-2015 9:31 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Normal response from Plusnet?
02-04-2015 9:37 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
jim:quote
Re: Normal response from Plusnet?
02-04-2015 10:20 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The BT Wholesale test you posted yesterday gives the info PN need to decide what to do next so I'd wait for their response, either here or on your fault ticket.
Re: Normal response from Plusnet?
02-04-2015 10:37 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
jim:quote
Re: Normal response from Plusnet?
03-04-2015 1:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Normal response from Plusnet?
03-04-2015 2:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Now, I think they were under the impression that you had an authentication fault (the ticket went into the auth pool) thus believed the connection to be working. This isn't good, and I've fed this back for you.
Re: Normal response from Plusnet?
03-04-2015 2:21 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Normal response from Plusnet?
03-04-2015 6:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Normal response from Plusnet?