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Poor performance. i know it's not me. But how best do I get anyone to listen?

Tiler9
Hooked
Posts: 9
Registered: ‎27-04-2019

Poor performance. i know it's not me. But how best do I get anyone to listen?

I used to live 300 yards away from where I am now and got 80mbps. I then moved, but stayed with TalkTalk and got no better that 14mbps. So switched to PlusNet and service is no better (see attached). Having done some investigation, I think it's the cabinet I'm connected too. Everyone in my street is connected to cabinet 3 and getting poor speeds it seems when I use https://www.telecom-tariffs.co.uk/codelook.htm to check.

When I was with TalkTalk every time I rang up customer services, it was like starting a new conversation. I'm technical enough to know that there is nothing wrong with my router or internal wiring or wifi. Eventually when an engineer came out they just shugged their shoulders and said its the best you'll get. But I'm not happy with that knowing that 300 yards away I could get 80mbps, but now I can't, but I'm still paying top-dollar.

How do I get someone to actually fix the infrastructure and do better? I'm happy to put the effort in to a protracted set of conversations with customer services if I've a clue on how to actually make progress towards a real solution rather than get fobbed off.

Any advice?

 

Thanks.

Moderator's note by Mike (Mav): Post released from Spam Filter.

 

 

 

17 REPLIES 17
Plusnet Help Team
Plusnet Help Team
Posts: 12,892
Thanks: 3,993
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Registered: ‎21-04-2017

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Hi there. Welcome back and thanks for contacting us via our community forums.

Firstly I'm sorry for the delayed response, it looks like when your post was caught in the spam filter it didn't correctly come through the internal system we use when responding to community posts.

I'm afraid it doesn't look like there's much we can do as it appears the issue is just how far you are away from the cabinet. For these type of issues it's not uncommon for Openreach to build a closer cabinet or even provide FTTP but unfortunately this isn't something we as a service provider can influence.

I have however filled out a formwize to the fibre enquiries team at Openreach to query if there are any plans to provide you with faster fibre speeds and I'll let you know when I receive a response back which should be next week.

In the meantime, out of curiosity could you PM me your old address so I can compare.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 12,892
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Registered: ‎21-04-2017

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

@Tiler9, I've received a reply back from Openreach to advise that unfortunately there are no plans to improve on your fibre speeds, unless you look at a Community Fibre Partnership for FTTP. I've attached their full reply to this ticket on your account: https://www.plus.net/wizard/?p=view_question&id=189859741

If you have any further queries 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
Tiler9
Hooked
Posts: 9
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

I've found exactly where cabinet 3 is. According to google maps I'm about 800m away so should be getting about 28mpbs. But at the moment my speed is comparable to being over 1500m away from the cabinet. Plus of all the postcodes connected to cabinet 3, we really are in a poor situation. There are other postcodes connected to cabinet 3 but further away that are getting better speeds according to CodeLook. There are also other cabinets closer to my home than Cabinet 3. Just looks like my postcode has not got a fair deal here.

 

Is there really no other recourse?

 

 

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Plusnet Help Team
Plusnet Help Team
Posts: 12,892
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Registered: ‎21-04-2017

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

It’s possible that your line doesn’t take a direct route to the cabinet, and your speeds would also depend on the quality of the line. I’m afraid that we’ve no influence over which cabinet Openreach connects a line to. Not in the office right now, but if you type in your landline phone number at http://dslchecker.bt.com what speeds does that say you should get?
If your speeds are within target then it seems the only thing you can try is to look at a community partnership as suggested by Openreach.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Tiler9
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Posts: 9
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Capture.JPG

 

Thanks

Tiler9
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Posts: 9
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

And this is what my router is currently saying

 

Capture2.JPG

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Thanks for the detail

As your speeds are below the estimates of your line if you've tried the troubleshooting steps Here to bring your speeds within expectations, I'd recommend raising a fault to us at http://faults.plus.net letting us know over here once you've completed it and we'll arrange an engineer visit with yourself to investigate further.

One of the outcomes of an engineer visit may be that they identify your line goes through both cabinets and provide us with the necessary information in order to move your fibre service onto the closer one. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Tiler9
Hooked
Posts: 9
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Given the speeds are so poor and I have an email from plusnet on 29/1 saying by minimum guarenteed spped if 15mpbs, do I have the option of cancelling my contract? I've been researching other options and I can get mobile broadband with 45mbps download rate and think that will be a better service for me than fibre broadband.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Hi @Tiler9,

 

If our suppliers were to confirm that they are unable to resolve the problem and improve your speed to at least the minimum guaranteed 15mbps then we would be able to release you from your contract without penalty. However, we need the opportunity to fully investigate and attempt to to resolve this first.

 

Please run through the troubleshooting checks that @Gandalf has linked. If these checks don't resolve the problem, please report the fault and let us know when you've done this so that we can progress this further for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Tiler9
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Posts: 9
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Thanks. Have logged a fault using the link above.

Plusnet Help Team
Plusnet Help Team
Posts: 1,258
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Registered: ‎26-03-2018

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Thank you for reporting the fault. We'll need to arrange an engineer visit so that this can be investigated further.

 

Please can you reply to the ticket here with your availability for an engineer? Please send us another message on here when you've done this so that we can pick this back up and get your engineer appointment booked.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Tiler9
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Posts: 9
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Hi. Have added availability on the support ticket.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎27-04-2007

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Hi there, I've just made a booking and have added an update to the account for you here: https://www.plus.net/wizard/?p=view_question&id=190781276

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Tiler9
Hooked
Posts: 9
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Just had an odd email message today saying an engineer has visited and resolved the problem. No one came to the house. They weren't due until Friday. No idea how they resolved anything. Anyhow I've just tested again.Nothing has changed.

 

capture3.JPG

 

What's going on?