Phaeton issue ( was Re: Sam Knows White Box on a Capped Contract)

[#1]

Mine own experience is that Plusnet will rubbish the Samknows results & say they are not reliable even when presented with the proof, as said I changed from unlimited broadband to unlimited broadband with line rental & was GUARANTEED that the broadband was exactly the same product & there would be no difference in speed, however
BEFORE

AFTER

As can be seen there is no difference at all is there?
adie:green changed topic title.

[#2]

What does https://portal.plus.net/view_my_broadband_usage/index.php say for your current line speed? Have your upload speeds changed?

[#3]

Don't actually see a speed link on that page but here are the corresponding graphs up upload for the same periods
BEFORE

AFTER

Interestingly I bought a FritZ!box 3490 which arrived yesterday but I can't get it working hence frequenting this forums again trying to get a solution, I have just flashed the TG982n to the lastest version of firmware & the seat of the pants speed dyno seems to think it's speeded things up, but it might just be it's quiet this time of day with the cherubs not the the Internet

[#4]

Blast posted the wrong link!  
https://portal.plus.net/my.html?action=data_transfer_speed
They are next to each other in my bookmarks and I missed!

[#5]

Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
40 Mb
Now got the Fritzbox working so we will see if that makes a difference this evening when the main issues seem to occur, the DSL/Internet is always connected but browsing is impossible

[#6]

You've been downgraded from 80/20 to 40/20 (or possibly 40/10 running the BT diagnostic speed test and looking at the upload IP profile would confirm).

[#7]

Suspect you are correct. also suspect there is an incentive on their sales people on results, so lying to customers is easy if they get a bonus.

[#8]

That wasn't what was asked for
Try this direct link for the IP profiles http://www.speedtest.btwholesale.com/PerformanceTesterWS/diagnostics.do

[#9]

Is this better?

[#10]

Yes
That tells us that you are on the 40/20 product or that the Plusnet copy of the profile is wrong
Either way what Plusnet have ordered from BT Openreach is the 80/20 product so removing/correcting the 40Mb/s profile should be relatively straightforward

[#11]

mod:note
split from other topic as it wasn't purely about the sam knows box and usage.

[#12]

I've checked your account and no changes have been made since June, when you agreed to the new deal/contract. At that point we provided a new estimate for your line based on the new product you were moving to.

Quote

Your estimated line speed is 39.3 mbps, however this may vary due to the distance from your exchange, quality of your phone line, traffic prioritisation and management policies among other factors.

[#13]

Chris, I specifically asked & was specifically told I would not see any difference in my Broadband & that although I was moving onto a new product that part would not change, feel free to listen to the conversation.
Quite spookily as I have received my Samknows from last month & things are looking worse.

[#14]

That matches the dates of the speed tests so when he recontracted in June (changed products to Unlimited Fibre which was a 40/20 product rather than Unlimited Extra Fibre which was an 80/20 product)

[#15]

Quote from: Chris

I've checked your account and no changes have been made since June, when you agreed to the new deal/contract. At that point we provided a new estimate for your line based on the new product you were moving to. Quote Your estimated line speed is 39.3 mbps, however this may vary due to the distance from your exchange, quality of your phone line, traffic prioritisation and management policies among other factors.

Was he given the new estimated speed as part of the conversation when he agreed to the new contract or was that in an email after he'd agreed?
You are capping his speed - the BT speed test clearly shows that his IP profile is 46.37 - the current line speed on the portal should be the same.