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Was on 55/10 now on 40/10

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cspiby
Grafter
Posts: 54
Thanks: 5
Registered: ‎01-10-2013

Was on 55/10 now on 40/10

Not sure when this happened, but just noticed my sync speed has dropped to the standard 40 from 55, line max is showing 80+ so it's a profile issue.

Reading other posts seems something may have happened when I recontracted back in May.
8 REPLIES 8
Superuser
Superuser
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Registered: ‎10-04-2007

Re: Was on 55/10 now on 40/10

This has happened a few times in the past.  A Plusnet staff member should be along soon and can check out what has happened.

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

Re: Was on 55/10 now on 40/10

Fix

Hi there.

I'm sorry to hear your speeds have dropped since renewing your contract.

I've listened to the call and as you weren't made aware that this would happen I've placed an order with our suppliers to modify your speeds back up to 55/10. This should happen tomorrow. Could you let us know how your speeds look in the afternoon?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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cspiby
Grafter
Posts: 54
Thanks: 5
Registered: ‎01-10-2013

Re: Was on 55/10 now on 40/10

Brilliant thank you, I'll let you know.

cspiby
Grafter
Posts: 54
Thanks: 5
Registered: ‎01-10-2013

Re: Was on 55/10 now on 40/10

Issue is now resolved, will I get dropped back down to 40/10 next time I re-contract?

RichardB
Pro
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Registered: ‎19-11-2008

Re: Was on 55/10 now on 40/10

I would assume so, unless you can get a specific assurance from PN, during the re-contract discussions, that your 55/10 profile will be maintained.

 

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

Re: Was on 55/10 now on 40/10

Glad to hear your speeds have improved and hopefully not, although it's not something we can guarantee.

Re-contracting is essentially a product change(on the same package) and since Unlimited Fibre is a 40/10 package, the system will send a signal to our suppliers to make sure you're on the right product for the package, and as we have no actual 55/10 package it'd modify the service to 40/10.

However if you recontract and agree with the sales adviser that your speeds won't change from 55/10 and you find that they do, we'd be happy to put you back on to the 55/10 product with our suppliers.

Hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
PeeGee
Aspiring Pro
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Registered: ‎05-04-2009

Re: Was on 55/10 now on 40/10


@Gandalf wrote:

Re-contracting is essentially a product change(on the same package) and since Unlimited Fibre is a 40/10 package, the system will send a signal to our suppliers to make sure you're on the right product for the package, and as we have no actual 55/10 package it'd modify the service to 40/10.


Interesting - as I was on 80/20 sync restricted to 55/10 but during a reliability problem during Jun/Jul/Aug I was moved to a 55/10 sync in late July and the "fault" disappeared a few days into September.

Phil

Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Was on 55/10 now on 40/10

as I was on 80/20 sync restricted to 55/10 but during a reliability problem during Jun/Jul/Aug I was moved to a 55/10 sync in late July and the "fault" disappeared a few days into September.

For some lines a slower sync rate can generally provide a more stable connection.

Regarding being on 80/20 restricted to 55/10, if we're offering you 55/10 then the product with our suppliers should be 55/10 so the right call was made by moving you across.

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