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Unlimited Fibre Extra - estimated download speed downgraded by 20meg halfway through contract

Nave
Newbie
Posts: 3
Registered: ‎16-01-2017

Unlimited Fibre Extra - estimated download speed downgraded by 20meg halfway through contract

Evening,

I have been Unlimited Fibre Extra customer for 30 months, halfway through my second 18 month fixed contract my estimated download speed was reduced from 50-73 estimate to that of 40-50 meg. 

I had been receiving 73 meg for many months with no issues, now I find that my speed has dropped to 48meg a reduction of 25meg, I haven't been notified of any change of contract terms with the exception of the CPI % increase which I did expect.

Clearly my speed has been reduced by Plusnet, has anybody else experienced this issue?

 

Thanks

Nave

 

5 REPLIES 5
Mustrum
Community Veteran
Posts: 2,922
Thanks: 724
Fixes: 66
Registered: ‎13-08-2015

Re: Unlimited Fibre Extra - estimated download speed downgraded by 20meg halfway through contract

Why not report a speed fault?

 

What was the MGS on your contract renewal - if you are below that, then once a fault is raised it will get looked.

 

However going forward, if you have not noticed a deteriation of performance you perhaps should check on a regular basis. ISP's do not monitor your speeds, but you should.

Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Unlimited Fibre Extra - estimated download speed downgraded by 20meg halfway through contract


Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Moderator and Customer
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If it fixed it,  help others - select 'This Fixed My Problem'

Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Unlimited Fibre Extra - estimated download speed downgraded by 20meg halfway through contract


@Nave 

Clearly my speed has been reduced by Plusnet, has anybody else experienced this issue?


Why on earth would they deliberately reduce you speed and upset you?

Clearly there is a fault that I have no doubt Plusnet will get addressed if you report it as advised.

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Townman
Superuser
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Posts: 19,260
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Registered: ‎22-08-2007

Re: Unlimited Fibre Extra - estimated download speed downgraded by 20meg halfway through contract

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Nave
Newbie
Posts: 3
Registered: ‎16-01-2017

Re: Unlimited Fibre Extra - estimated download speed downgraded by 20meg halfway through contract

Morning all,

 

the phone line has been tested and its fine, it can carry 200meg and there is no noise or drop out. The speed has just been reduced by Plusnet, the summary on my account has been changed with the speed being dropped, I was not notified about any change other than the price increase.

 

As I type this I am waiting in a queue on the helpline....