Contract cancel due to low speeds, instability and continually hanging of service

[#1]

How do I initiate a contract termination due to the speeds being below what is stated in contract renewal. Service is extremely unstable. I have to do a reset and/or text HELP and REFRESH twice a day to get the service back up and running.

At contract renewal 3 to 5 weeks ago I was told by someone from technical support that the line would be monitored to see if there were any inherent problems. Tried again today to get tech support engaged to look into it but frankly the tools they use to diagnose problems are pitiful. And no it doesn't matter that there are 20 devices connected to the router as half of them are dormant and asleep most of the time

We have now been using hot spots from our phones to drive the TV and other devices as the service is not fit for purpose. This has been ongoing now for about a year. A "fix" is applied but the service, over time, just degrades until it is unusable.

Thanks in advance for any help.

[#2]

In order to terminate service due to not receiving the minimum guaranteed speed, you must...

• Formally report the issue to the ISP
• Cooperate with the ISP to investigate the issue
• Allow 30 days for the ISP and their suppliers to attempt resolution

See

• https://www.plus.net/help/broadband/fix-broadband-problems/
• https://www.plus.net/help/report-a-problem/
• https://www.plus.net/help/legal/terms/
  

  5. Speed

  5.1.  10 days after your service is up and running you're always getting broadband (references to ‘broadband’ in this section 5 includes broadband, fibre and full fibre services) speeds lower than the estimated speed range we provided when you signed up, we'll try to improve its speed.

  5.2. If, after following our instructions to improve your broadband speed, your speed is still regularly lower that the "Minimum Guaranteed Speed" we provided to you'll be entitled to end our agreement for the service without paying early termination charges if the fault can't be resolved within at least 30 days. However, we'll not refund you for your use of our service during the period between the date we got you up and running and you ending our agreement.

[#3]

Thanks for the reply.

I will progress accordingly.

It took me 2 minutes 35 secs to sign into Plusnet website and then another 45 secs to get into the community.

Last speed test showed 560kbps and then up to 1Mbps.

When trying to carry out the upload test it showed this message.

"Could not reach our servers to perform the test.  You may not be connected to the internet"

[#4]

Help Assistant

Your questions

Question #248563413 - Your Feedback

< Back

[CSA Removed] - CSC Analyst

9:28am, Thursday 19 Jun 2025

Dear Mr Mavor,

Thanks for your call.

I will give you a call back later on this morning to determine what is causing your connection issues.

Kind regards,

[CSA Removed]

Second attempt to report.  First was on the 13th May as noted in the other reply.

I will give Plusnet another 3 working days to respond and resolve and then escalate to next step.

Moderators Note:  CSA name removed as per Forum rules

[#5]

We've opened a Question on your account

Hello Ken, Account username: Our Support Team have opened Question 247871718 to track an issue on your account.       Dear Mr Mavor, Plusnet: I tried to call you today to check on the connection. If you still experience any issues, give us a call or text us back on 0800 079 0424. Kind regards, [CSA Removed] [Email notification sent to:]       What happens next?   You can follow the progress of this Question online and add information if you need to.

First report on the Tuesday 13th May and was told everything looked fine.

Moderators Note: Personal information removed and  CSA name removed as per Forum rules

[#6]

There is absolutely no way to actually update the fault report online as they suggest.

[#7]

@KenMavor Hi there, 

Sorry to hear about the slow speeds and intermittent drops you're receiving. 

For clarification, no right to leave timer has been started as a fault hasn't been actually opened upon looking at your account and previous calls with advisors. 

All in house checks need to be performed over the phone with us and if all checks prove to be unhelpful, we would then open a fault and book an engineer to take a closer look into this for you. 

I'm more than happy to pick this up for you and give you a call tomorrow at a time that suits you? I'll go through all the checks with you and if worst comes to worst there's no improvement, ill book the engineer for you and start the right to leave timer. 

From what i've seen so far looking at your line, it does seem to drop connection from the router once or twice somedays, and other times it'll stay active for a couple days before eventually dropping connection again.

Either way, lets have a crack at this together tomorrow and try get this sorted!

All the best

[#8]

@KenMavor Not trying to tread on @Windings (or anyone else’s) toes, but which router/service do you have?

[#9]

Hiya.

Plusnet Hub 2.

Unlimited Fibre inc. Line rental

But there is either a 2 to 3km piece of copper wire between us and the fibre box in the nearest village OR it's 6 to 8km copper wire to the nearest exchange.

I would love to know which one it is.

[#10]

@KenMavor 

If you put your number in the following it'll tell you the cabinet you're connected to on which Exchange. It'll also tell you your expected speeds. I doubt it's there but does WBC FTT appear in the left hand column?

https://www.broadbandchecker.btwholesale.com/#/ADSL

Brian

[#11]

If you are on FTTC - which you are, it is the 2-3km connection to the cab that counts. As you have a Hub2, is it possible to post the Technical Log  - obscuring personal details, and attach a .csv version of your Error Log?

[#12]

At any moment in time the speed could be 15Mbps or 0Mbps.

It is that unstable.  After 8pmish most days it's unusable.

First thing in the morning it's also unuseable.

I have to reset regularly to get any sort of service.

Three photos showing the tests in the late afternoon and early evening.

I also have a video as I tried to sign into the Plusnet website....took 2 mins 35 seconds.  A lot of that was doing nothing.

[#13]

@KenMavor The information I and @bmc requested would be very helpful.

[#14]

Tried what you suggested on the website.

Does nothing.

Type in phone number and goes nowhere.  Looking for either the Access Line Id or the URPN.

[#15]

@KenMavor 

Try the address version. Enter your post code and select your address from the drop down list.

Brian