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Plusnet fibre below minimum guaranteed

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Rising Star
Posts: 498
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Registered: ‎01-11-2017

Re: Plusnet fibre below minimum guaranteed

Baldrick1 talk talk and sky often use there own equipment in the exchange so not always cause its on bt infrastructure is there only option ....years ago when i was with sky and talktalk i had completely different syncs to that of bt at the time ....but not stating that you will be any better off now its always a chance you have to take

 

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Seasoned Hero
Posts: 5,324
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Registered: ‎30-06-2016

Re: Plusnet fibre below minimum guaranteed

That will have been.on an ADSL service. This is a VDSL connection problem.

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Rising Star
Posts: 498
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Registered: ‎01-11-2017

Re: Plusnet fibre below minimum guaranteed

yeah i know its a fibre connection and i know about the old adsl2+ LLU  but i thought they did for fibre aswell but just googled it and it states they use the bt system so im wrong sorry

 

 

 

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Community Veteran
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Registered: ‎13-08-2015

Re: Plusnet fibre below minimum guaranteed

@iangilf  FTTC stands for Fibre To The Cabinet - fibre sync speeds are to the cabinet, not to the exchange.

Whilst LLU suppliers have equipment in some exchanges, it is only ADSL that would have different sync speeds to a customers premise.

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Rising Star
Posts: 498
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Registered: ‎01-11-2017

Re: Plusnet fibre below minimum guaranteed

yeah i was just editing my post

sorry for the confusion

 

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Plusnet Help Team
Plusnet Help Team
Posts: 17,716
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Registered: ‎21-04-2017

Re: Plusnet fibre below minimum guaranteed

Hi there.

I'm sorry to see we're not able to provide you with the speeds we've promised.

I'm not sure it's entirely fair to say we're forcing you to leave. Unfortunately due to the length of your line it doesn't seem possible to provide you with the speeds you signed up to and as this is below your minimum guaranteed speed, we're obligated to allow to leave your contract term penalty free if you choose to.

This would be one of the worst situations for us as we've provided a service we can't fully deliver in terms of speeds. With both you and us now knowing how your service performs, we'd still love to keep you as a customer though.

If you have any further queries or concerns please feel free to let us know.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Hooked
Posts: 8
Registered: ‎08-03-2019

Re: Plusnet fibre below minimum guaranteed

Firstly thanks for your response
Plusnet have sent an email titled request to transfer your service.
I did not ask for this nor want to move away from plusnet.
I have asked the question on my account with no answer as yet.
I am hoping this can be resolved either on this forum or on my account questions

Regards

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Plusnet Help Team
Plusnet Help Team
Posts: 1,631
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Registered: ‎26-03-2018

Re: Plusnet fibre below minimum guaranteed

Hi @John0863 

 

If you have not requested a chance of service provider then its possible this is due to something called "slamming" which is where somebody else / a different ISP has place a take over for your line due to information mishap between them and their customer. 

 

I would advise following the steps on the ticket where it states to give us a call as soon as you can on 0800 432 0200 should you not have requested this to happen. 

 

Thanks, 

MoR 

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