Poor Broadband Speed: Issues?
FIXED
Hi Russell, thanks for getting back to us. I'm sorry to see you're experiencing speed problems.
Our tests are showing a high amount of errors on your line, in a 24 hour period it's been erroring around every 6 seconds which is likely going to be the underlying cause. Line tests aren't showing the cause for this though so I'd recommend running through our troubleshooting guides Here making sure your router is plugged into the test socket as explained Here
If you're still experiencing problems, please could you report a fault to us at http://faults.plus.net nudging us over here once you've completed it and we'll be happy to pick this back up as soon as we can, which would likely be us arranging an engineer visit with yourself to investigate further.
I've also noticed that while there's definitely a fault somewhere affecting your connection which needs to be sorted, fibre is available in your area which can offer you a big increase in speed from the usual 3mbps to around 25mbps.
If you want to upgrade I'd recommend calling our customer options team on 0800 013 2632 although I'd first get the current problem sorted as fibre isn't always the answer if there's an underlying problem somewhere along the line.
Let us know how it goes.
Hi Russell, thanks for getting back to me. Sorry I missed that, although your line is definitely testing as standard broadband so I've done some digging into this and I'll break the bad news first.
Unfortunately due to a system error your account never changed to a fibre account type and as the provisioned service with our suppliers was fibre while your account type still standard broadband, this meant that your service was automatically downgraded to standard broadband to align the product between our suppliers system and our own system. 
This same system error also meant that we weren't billing you accurately for your newly transferred phone service either and as a result we've since suspended the billing on your account while we work to resolve that.
The good news is that this is an easy fix by placing an order to reprovide your fibre service which I've put through now.
There's more bad news that as your account billing is suspended we can't change your account type to the right fibre package, so there's a possibility this may happen again until billing is unsuspended and we've changed the account type.
To end on a reasonably good news, I'm taking this on personally and I'll make sure we reprovide your fibre service as quickly as we can. I'll provide an update on the order tomorrow and once you're back up and running on fibre, I'll be happy to offer you a gesture of goodwill for the inconvenience we've caused. I'll also keep an eye following that to cancel any further downgrade orders we may place automatically.
Not a good way to start a weekend. 
Hi @Russell_w_b I can confirm that your fibre service should (re)activate on Monday.
I'll keep an eye on this and I'll let you know when it's completed although I'd expect as soon as the engineering work has been carried out you'll see faster speeds again.
Gandalf,
Thanks for that; great. 
Didn't realise there was any engineering work involved - thought it was an administrative / software-enabled thing? Unless there are links to fit in the cabinet or what-have-you.
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Kind Regds,
R.
No problem Russell Going from to standard broadband to fibre and the other way around entails engineering work at the cabinet to physically move the line on/off the fibre equipment.
Hi @Russell_w_b I am happy to confirm that you are back on a fibre service.
Assuming you've had a chance to use the internet today, how have things been?
no problem, I'll keep an eye on your account until I'm sure we'll be in clear.