Contract min speed
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Contract min speed
29-06-2020 9:37 AM
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Greetings
My current contract expires 21st july and I have recieved a renewal proposal - so far so good this should identify my account name -
Service Notice #467679048
While reviewing the proposal in conjunction with checking data in my account I notice a discrepency
My current contract gives the following " Your estimated line speed range is from 58. - 80 Megabits per second and your minimum guaranteed access line speed is 53.3Mbps."
Originally signed up for the 80/20 service in August 2016 with estimated speeds of 72-78 mbs ( min speed quarantee wasn't being offered at that time) though high 60's/low 70's were regularly obtained
As of today following is showing in my account
Your broadband service
- Product: Unlimited Fibre Extra
- Estimated Download Range: 50 - 70Mbps
- Estimated Upload Range: 14 - 18Mbps
- Minimum Guaranteed Speed: 44.5Mbps
- Current Line Speed (Download): 55.4Mbps
My contract renewal proposal is silent regarding the min speed quarantee going forward - please advise.
Re: Contract min speed
01-07-2020 8:42 AM
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MMMM Thought i'd bumped this msg yesterday
FYG my account is showing the following
- Product: Unlimited Fibre Extra
- Estimated Download Range: 50 - 70Mbps
- Estimated Upload Range: 14 - 18Mbps
- Minimum Guaranteed Speed: 44.5Mbps
- Current Line Speed (Download): 55.4Mbps
Router stats as follows
6. Data rate: | 14117 / 33606 |
7. Maximum data rate: | 14929 / 62891 |
8. Noise margin: | 6.0 / 14.2 |
9. Line attenuation: | 22.4 / 17.0 |
10. Signal attenuation: | 22.0 / 17.2 |
I have an open ticket re crappy phone line so cutting some slack - but all day yesterday my data rate as shown by router at the time was circ 56,000 Fast.com consistently gave 53mb d/l - this morning Router now showing above figs
I'd like someone to answer my question re contact min speed guarantee and the fig that appears in my account.
Re: Contract min speed
03-07-2020 2:25 PM
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Please note bumping is against forum rules.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Contract min speed
03-07-2020 6:03 PM
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📯
Thanks Strat - - however i'm still waiting for a reply from a PN member of staff regarding my Contract MIn Speed - which I asked on Monday as I have a potential Contract renewal due later this month - this needs to be clarified asap
If you can assist on this then feel free if not ========
Re: Contract min speed
05-07-2020 10:35 AM
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The description of this particular forum - Says "chat about your account" I'm finding that it's diffucult to have a one sided Chat when CS is not replying or should that be ignoring my questions.
As a major internet firm you must surely have had a disaster reovery plan - that would enable staff to Work from Home so minimising impact from Social Distancing with a phome line pc/laptop VPN to mirror desktop systems - something my company set in place many years ago.( not an IT company ) - Even if staff were self isolating they could still work from home with that setup/arrangement.
There are a couple of queries ongoing/unanswered
Firstly my home line reported fault on 26th engineer visited on 30th ( no problem there) discovered a fault under pavment a placed a big X for where to dig - I uploaded this fact to my open ticket on 30th - which is still waiting CS review ( they a week later ) still have not updated/uploaded Engineers data so I have no idea when this will be resolved.
I dont want to be a position of potentially changing supplier ( subject to answers to below ) with an ongoing phone problem and while this line issue is ongoing - i'm getting reduced b/b line speeds - which according to my current contract are below my Guaranteed Min speed - so I'm looking for that to be resolved MODEM STATS a few min ago FAst.com d/l speed currently 36mb A very long way from the 80/20 product and speeds in region of 72-78mb d/l that was expected from my line when I originally signed up.
5. DSL uptime: | 0 days, 05:36:52 |
6. Data rate: | 14199 / 38171 |
7. Maximum data rate: | 15007 / 65631 |
8. Noise margin: | 6.0 / 13.3 |
9. Line attenuation: | 22.4 / 17.2 |
10. Signal attenuation: | 21.9 / 17.2 |
Secondly - I have queried Min Guaranteed speed which on contract extension dated 22 jan 2019 was 53,5mb - however data showing in my account states 44.5mb - refer earliier posts. - my contract expires on 21 july. so I need clarification on what PN will be proposing as Min Guaranteed Speed going forward.
Please note that I have been a longtime PN customer and have been in the past more than happy to recommend you in all honesty I could no longer do that.
I currently have 3 Plusnet accounts ( two seperate addresses and my mothers ) which I will have to seriously review whether I wish to continue with.
How you can continue to Push Adverts extolling your Customer services - with a Help desk which is basically uncontactable / online chat removed and the ability to raise an online ticket removed - the only redeeming feature is that your Help desk is a free phone number - if it was a chargeable number you would be loosing customers in droves
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Re: Contract min speed
05-07-2020 10:45 AM
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Hi there @moanalot, Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online at faults.plus.net.
Re: Contract min speed
05-07-2020 12:36 PM
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Tinytaco
Thanks for the standard script - at least the post has finally been spotted
You are missing the point if the post has actually been read - Fault aleady reported on 26th June OR have been informed by CS of a potential line fault and they (OR) have been out into my street having tested my line and found/located the fault.
What i'm now waiting for is the fault to be progressed by OR - preferably before my current contract expires on 21st
AND an anwer to my questions re Min Guaranteed speed which is apparently being ignored
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