Slowness issues after contract renewal
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Full Fibre
- :
- Re: Slowness issues after contract renewal
Slowness issues after contract renewal
24-08-2018 2:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello, I had an email from plus.net after 5 years+ and being on the FTTP trial since day 1 to say my monthly bill is going up by £1 which is fine, just surprised to hear that its only happened now despite being off contract or never been asked to sign back up.
However, I've only just noticed after two months the speed has dropped from around 72 to around 22. Please help, many thanks.
Re: Slowness issues after contract renewal
24-08-2018 4:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've seen this happen before with FTTP customers, for some obscure reason the PlusNet system puts the connection profile back to ADSL2+ speeds. You need a staff member on here to pick it up and fix it. Don't try phoning customer support as they won't have a clue and probably make things worse.
Re: Slowness issues after contract renewal
24-08-2018 4:13 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Slowness issues after contract renewal
24-08-2018 5:14 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you very much. I was on the phone for over an hour earlier, how do I stop my support ticket going through. The last conversation was that I need to prove I was on a faster speed despite what the tariff I’m on is according to the support team it was passed on to.
Re: Slowness issues after contract renewal
24-08-2018 7:21 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Slowness issues after contract renewal
24-08-2018 11:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
When I spoke to customer service they said the service is exactly that, up to 40 Mbps, nothing has changed on their side. They just renewed my contract despite me saying is anything going to change, they assured me it be exactly the same.
I’m annoyed, as I’ve not done anything but can’t prove the speeds I’ve got. I’ve only been made aware of the speeds when my friend said your downloads is running around 22 which is better than his ADSL setup. Will I ever get my 72 download speeds again?
Re: Slowness issues after contract renewal
25-08-2018 5:49 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @YellaFella,
I'm sorry to hear that you're still not getting the same speeds as before. So we can try to pinpoint where the issue lies, please can you confirm if the same issue is occurring through Ethernet connections and Wi-Fi connections? Please could you also confirm if anything with the internal setup in the property has been changed recently and where the router is currently connected to?
Re: Slowness issues after contract renewal
26-08-2018 9:14 AM - edited 26-08-2018 9:15 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
There is no issues, I’ve had the same setup since 2011/12 when the very first FTTP trials came in, I was on Halo 3 on the Xbox that same day. What’s happened is that the price went up and plus.net said I had to sign up a new contract, they advise me over the phone nothing will change. At the time I was getting average 72 download speeds average.
The other day my friend mentioned I was getting good speeds at 22, and I thought that’s not right (he’s on good old ADSL) which made me check and it’s true I’ve been downgraded to 22. Unfortunately my logs only show the last two months so I’ve put two and two together. Since the renewal in June, the speeds have dropped. Yes the package I was on states up to 40 Mbps, so I can’t argue that. However my speeds have been a lot more than that, and unfortunately I can’t prove it. That’s the arguement plus.net are saying, nothing has changed from their end. Yet something has. I’m willing to pay the £1 more if they can cancel my contract and go back to how it was? I’m just annoyed it has come to this when they’ve specifically said no changes will be done, everything will be the same on renewal if I just sign the contract. I even said it states on the contract renewal up to 40 Mbps, they assured me no changes, it be exactly what I get now.
I’m using both wireless and wired, I no longer have an iMac so have to buy another to check wired speeds again. I use Google Wifi and it does a speed check every other day, and it shows 22 download speeds for the last two months in the app. I guess I’ve effectively had everything reset to default when I renewed my contract. Does anyone else get this on renewal, or are their speeds for FTTP the same at 40Mbps? I had up to 93 on the early trials ha.
Re: Slowness issues after contract renewal
26-08-2018 10:00 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I’ve ran a factory reset on my Google Wifi router so all data is now wiped, but having issues as I don’t remember my always on broadband password details. On phone to support now but they can’t help insisting I need a new router for this?! It’s really confusing trying to explain this as they don’t get why I need a password!
Re: Slowness issues after contract renewal
26-08-2018 11:29 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I did say calling customer support was not a good idea. Why do they think you need a new router, that doesn't make much sense?
The router password is the same as that used for logging in to the member centre and you can set up a new password there if you don't know it. That should get you back on line. As for the speed issue support are now convinced you are a 40Mbps service and you will need help in this forum to sort it out, but there may not be many staff around over the holiday weekend.
Re: Slowness issues after contract renewal
26-08-2018 2:50 PM - edited 26-08-2018 2:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Ok, password issue resolved, and as you said, it’s exactly that.
Speed wise, I can see they are saying that as it’s the package I was assigned to. But I’m on FTTP, and the speeds have always been quicker regardless. I used to be on the legacy 20gb a month limit, where it was unlimited from 8am to 4pm then capped until midnight daily. That was before I moved over for FTTP, I haven’t changed the package since then as it’s been averaging 72 on downloads.
I’m sticking on here for uspport with you guys, is there nothing that can be done to get the speed I had prior to the contract renewal? Cheers.
Re: Slowness issues after contract renewal
27-08-2018 8:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Slowness issues after contract renewal
27-08-2018 10:05 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I’ve not done the speed tests for over a year online so only have those tests, my Google WiFi has been factory reset yesterday so I don’t have logs anymore from the router showing the speeds. It shows as the package speed at 38. Does that mean I’ll never get the 72 downloads again?
Re: Slowness issues after contract renewal
27-08-2018 10:12 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Slowness issues after contract renewal
27-08-2018 10:29 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I’ve just tried it again, and used the online speed checker (Google WiFi only updates speeds every 2 days), and it’s showing back to normal now. I’ll monitor it rest of the week, though it’s looking good sir.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Full Fibre
- :
- Re: Slowness issues after contract renewal