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Upstream now appears to be capped at 2 Mb

rhohne
Grafter
Posts: 70
Registered: ‎26-04-2011

Upstream now appears to be capped at 2 Mb

Signed up to the following last year

 

Question #106446824 - Your Feedback

 

Your Response

12:26pm, Friday 26 Jun 2015

Provisioning of your ADSL Account Information Pending Provisioned Service \'WBC FTTC Annex A 20Mbit/s Up, 40Mbit/s Down, Standard Stability\' added as a part of Account Change process

 

This morning the line synched and upstream dropped from

Bearer: 0, Upstream rate = 6031 Kbps, Downstream rate = 34995 Kbps

SNR (dB):  3.2   6.0

to

Bearer: 0, Upstream rate = 2000 Kbps, Downstream rate = 37968 Kbps

SNR (dB):  6.1   13.3

 

The good thing is that the 35Mb banding has been removed but what has happened to the upstream ?

11 REPLIES
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Re: Upstream now appears to be capped at 2 Mb

I suspect you may have been migrated across to the 'new network', this may have caused several things to get reset (and possible errors to be made).

 

Call me 'w23'
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Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-03-2015

Re: Upstream now appears to be capped at 2 Mb

Unfortunately 2Mbps upload would be correct if you signed up for the fibre package on 26/06/15 as we stopped selling 40/20 on 16/06/15.

 

Some accounts were still provisioned on 40/20 in error following this, however accounts that were upgraded/signed up to fibre after 16/06/15 will be/have been corrected to 40/2 Undecided

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
rhohne
Grafter
Posts: 70
Registered: ‎26-04-2011

Re: Upstream now appears to be capped at 2 Mb

Not interested if it was provisioned in error - this is entirely your fault and I should not suffer as a result. The 40/20 forms part of the contract when I was upgraded to VDSL. Please ensure that I am provisioned back on the 40/20 product.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-03-2015

Re: Upstream now appears to be capped at 2 Mb

40/20 wasn't being sold when you upgraded to fibre, so the contract when you upgraded would be for 40/2.

 

Although there was an error with provisioned speed, the error resulted in us providing higher than expect upload for a period of time.

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 Harry Beesley
 Plusnet Help Team
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Registered: ‎10-06-2010

Re: Upstream now appears to be capped at 2 Mb

When did Plusnet get around to changing what the product upgrade wizard was advertising?

According to this post, it wasn't done at the same time it changed for new customers.

rhohne
Grafter
Posts: 70
Registered: ‎26-04-2011

Re: Upstream now appears to be capped at 2 Mb

What makes PN's comments more insulting is that my 40/20 deal was negotiated with the COTS team. Based on this I went ahead with the deal.

Aly
Grafter
Posts: 46
Thanks: 5
Registered: ‎07-08-2013

Re: Upstream now appears to be capped at 2 Mb

I think it might be time to move elsewhere once my 18 months contract runs out, been with Plusnet since the beginning but not liking the way they're going.

rhohne
Grafter
Posts: 70
Registered: ‎26-04-2011

Re: Upstream now appears to be capped at 2 Mb

Had a word with the COTS team and they acknowledged my negotiated 40/20 package. They couldn't understand why I hadn't had an email about the move. Unfortunately they refused to put me back on the 40/20. Sounds like they've got some script kiddy, or bean counter, just matching the download speed when migrating over to the new network.

 

Below are details provided by PN about my contract on  27-7-2015

Product change

Change your Broadband or Talk products

THIS IS YOUR CURRENT BROADBAND PACKAGE

Unlimited Fibre

 

 

Unlimited Usage Allowance

32.4Mb download speed (estimated)

5.7Mb upload speed (estimated)

• You've 17 months left of your 18 contract

• Designed for demanding users

 

 

Your Broadband speed

Current product:

32.4Mb(down) / 5.7Mb(up)

SpendLessTime
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Re: Upstream now appears to be capped at 2 Mb

Plusnet Help Team
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Re: Upstream now appears to be capped at 2 Mb


ejs wrote:

When did Plusnet get around to changing what the product upgrade wizard was advertising?

According to this post, it wasn't done at the same time it changed for new customers.


I'm looking in to that and awaiting further clarification on dates I've been provided with.

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 Harry Beesley
 Plusnet Help Team
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Registered: ‎25-03-2015

Re: Upstream now appears to be capped at 2 Mb

@ejs The post you've linked was a broadband only account, I've had confirmation that there was a problem causing the 40/20 product to still be advertised on broadband only upgrade journeys through the member centre. Other than that, it was the 16/17th of June 2015 when we stopped selling 40/20 fibre.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team