cancel
Showing results for 
Search instead for 
Did you mean: 

Speed dropped to 20 from 50

mitchbase
Dabbler
Posts: 16
Registered: 31-12-2014

Speed dropped to 20 from 50

I have raised a ticket about this. I have done all the checks that I am capable of. PlusNet want to send out a bt engineer and charge me £60 if the fault is with my set up or line. Nothing has changed with the set up from when I had the engineer out to install it. Is this reasonable?
12 REPLIES
mitchbase
Dabbler
Posts: 16
Registered: 31-12-2014

Re: Speed dropped to 20 from 50


Your Response
8:50am, Tuesday 30 Dec 2014
Thanks for reporting your broadband problem
Our tests have found a fault with your broadband service.
You've given us all the information we need about your problem, we'll raise this to our supplier for investigation.
A Ticket has been raised to our Faults Team to monitor the problem and we'll be in touch when we have an update for you. In the meantime:
1.Leave your equipment plugged in and powered up.
2.Make sure you've given us a contact number we can reach you on (we'll keep you updated about your problem by text message).
If there's any change to the problem you're having please get in touch with us.


[mremoved] - BOT - DSL Logged Faults
10:57am, Tuesday 30 Dec 2014
[INTERNAL]
TAGs (Clean): Download: 43 Mbps - 60.4 Mbps / Upload: 10.6 Mbps - 16.8 Mbps
WLR - N/A

GEA Service Test
Test Outcome Test Rejected

Summary - Line is unstable, copper unknown, engineer investigation required.
Next Action - Raise fault to BTW.
jim:csa
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Speed dropped to 20 from 50

If you've been through the tests we've asked then you should have ruled out your internal setup being the cause of the problem.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
mitchbase
Dabbler
Posts: 16
Registered: 31-12-2014

Re: Speed dropped to 20 from 50

BT engineer has been out today and has fit a new cable to the junction box and says its back to 49mb but is still the same at home. does it take time for it to update? thanks.
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Speed dropped to 20 from 50

Looks like the line is now connecting at 44.5Mb, so I've updated the profile on our side to match that. If you don't see an increase in the next few minutes, just log in to the router and hit disconnect and then connect.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
mitchbase
Dabbler
Posts: 16
Registered: 31-12-2014

Re: Speed dropped to 20 from 50

line back down to 18mbs. Whats it mean when you say the ticket is on hold till next sunday? forgive my ignorance.
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Speed dropped to 20 from 50

We put the ticket on hold when we're awaiting updates, it stops it being worked by several people when there's no more information.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
mitchbase
Dabbler
Posts: 16
Registered: 31-12-2014

Re: Speed dropped to 20 from 50

Can you look into my speed. Apparently you are saying my case is resolved. Its not. Still only 20 mbs.over 2 weeks now.
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Speed dropped to 20 from 50

The telephone fault (the main issue) has been resolved. Unfortunately, banding remains in place on your fibre which is giving you the tops speeds that you quote. I've moved your telephone fault ticket over to the broadband faults pool for further action to be taken for you.
 Tony
 Plusnet Support
mitchbase
Dabbler
Posts: 16
Registered: 31-12-2014

Re: Speed dropped to 20 from 50

Any update on this? Had no replies, no messages etc.
Plusnet Help Team
Plusnet Help Team
Posts: 5,056
Thanks: 445
Fixes: 161
Registered: 01-01-2012

Re: Speed dropped to 20 from 50

It looks like our Faults team haven't got to it yet.
I'll give someone a nudge for you
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
mitchbase
Dabbler
Posts: 16
Registered: 31-12-2014

Re: Speed dropped to 20 from 50

back down to 4mbps, this is ridiculous. You want to send out an engineer again after last time they came out and found no faults. Why am I paying for fibre when this service is so slow. Can't wait till I'm out of contract. Thought aol was slow..
Plusnet Help Team
Plusnet Help Team
Posts: 5,056
Thanks: 445
Fixes: 161
Registered: 01-01-2012

Re: Speed dropped to 20 from 50

Sorry to hear the issues returned.
Our faults team are booking a appointment for you now.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team