Poor broadband

[#1]

Hello, i posted earlier in January about my broadband being poor, link is here, i never got round to following the guide, my apologies. As you will see in the January post my broadband speeds were in the 50s, i am now mid 40s, its just not an acceptable level of service, not only are my broadband speeds almost half what they were last year (i was always low 70s), the amount of lag spikes now make gaming nearly impossible. 

Anyway i have followed this guide i am connected to the master socket already and my wired speedtest i checked twice came back at 41mb and 47mb. Not sure what i am looking for when i listen to the dial tone? it just sounds like a dial tone.

Please can someone look into this.

[#2]

Moderator's note by Dick (Strat): Post removed as bumping is against the Forum Rules.

[#3]

When you do finally respond can you a) please look into my issue b) confirm whether or not i am still in contract c) i now appear to have packet loss on my service, small sample below from a ping to bbc.co.uk.

Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=31ms TTL=57
Request timed out.
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=11ms TTL=57
Request timed out.
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=11ms TTL=57
Reply from 151.101.192.81: bytes=32 time=11ms TTL=57
Request timed out.
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=12ms TTL=57
Request timed out.
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=10ms TTL=57
Reply from 151.101.192.81: bytes=32 time=11ms TTL=57

[#4]

5% loss on some of your internal equipment.

Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-OP8RJ3V.lan [192.168.1.88]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% PNHUB1 [192.168.1.254]
5/ 100 = 5% |
2 --- 100/ 100 =100% 95/ 100 = 95% 172.16.16.146
0/ 100 = 0% |
3 --- 100/ 100 =100% 95/ 100 = 95% 133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]
0/ 100 = 0% |
4 --- 100/ 100 =100% 95/ 100 = 95% 132.hiper04.sheff.dial.plus.net.uk [195.166.143.132]
0/ 100 = 0% |
5 10ms 7/ 100 = 7% 2/ 100 = 2% 195.99.125.144
0/ 100 = 0% |
6 10ms 5/ 100 = 5% 0/ 100 = 0% 194.72.16.80

[#5]

Hi Chris

Thank you for your patience on this case. I can see we have raised a fault off to the suppliers and an appointment is now required to come and have a closer look, I have opened a ticket on your account as follows for a more secure conversation..  Here.

Please feel free to drop a reply or give me a call on the details included and I will action this accordingly.

Regards

Kev

[#6]

My speeds are now down to 30mb and i have lost all hope, i also noticed my bill is up to £40pm, which is a ludicrous amount of money for a service thats been on the decline since middle of last year, i am assuming the bill increase is now because i am out of contract? I tried to call your customer services centre to discuss this but apparently they ardent even taking calls right now according to the pre recorded message.

Please can someone please confirm if i am out of contract and won't be penalised for leaving.

Thanks

[#7]

Moderators Note

Topics from same poster on same issue merged.

[#8]

Hello @chriscooney, 

I'm sorry you've had some trouble getting in touch with us over the phone and with your speeds. Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online at faults.plus.net

I've checked over your account in relation to your contract query and provided a response over this support ticket here. 

Thanks. 

[#9]

Thanks for clarifying in the support ticket, i cant seem to find a reply option. 

Does this mean i am free to move to a different ISP?

[#10]

Hi chriscooney,

Thank you for the prompt reply, and I am sorry to note the inconvenience.

Upon testing the services, I identified no known external faults and a stable connection speed of 38.2mbps against the advertised minimum of 31.8mbps.

So that you can view the test results, I have created this online portal thread: https://www.plus.net/wizard/?p=view_question&id= 201695033

Our service obligation to connection speed is specific to Ethernet, which is the cable supplied with the router. The above test results therefore show that we are delivering to promise.

For the most accurate speed reading, we recommend using speedtest.net via Ethernet. Note: If you have completed a wired test and found it is below 31.8mbps, we would need to see the screenshot as part of a further investigation.

Because you are paying an on demand/out of contract rate, you are free to migrate to a new provider with no exit penalty. Note: The only time the penalty would apply is if you were contracted and left ahead of term without first of all exhausting our available fault resolution processes. Moving forward, if you have chosen a new provider, they will be able to manage the servcie migration on your behalf.

The purpose of plugging the micro-filter in to the test port behind the master socket faceplate it to rule out the possibility of any internal fault causes. If the situation improves by plugging into the test port, that usually means it is the faceplate causing the issue.

Although we cannot guarantee a minimum WIFI speed due to external factors beyond our control, some of our customers have found value in stabilising the signal by changing the router channel, as covered in this video tutorial: https://youtu.be/b8CDfkR4wZU

If you have any further questions, please reply via the online portal thread.

Best Wishes

- Ken

[#11]

Hi Ken thanks for the standard response, i've spoken with countless customers now both from here and some other friends i have who are on plus.net, its quite clear you're throttling. 

Anyway, i signed up for a different ISP today so i'll be on my way in 2 weeks.

Regards

Chris

[#12 · Accepted solution]

Well its been a week since i left, the speeds i am now receiving from my new provider clearly proves to me that you are indeed throttling customers and using the "advertised minimum" as a way to justify this, really poor service. 

I have gone down from 72, to 31 in the space of 3 years as a customer with plusnet, i've since left and i am now pushing 67 again with new provider and DLM hasnt finished stablising yet.

You need to take a long hard look at yourselves.