Plusnet Service/Information

[#1]

The fast.com speed check shows 10 Mb/s. The Plusnet speed check is at http://www.mybroadbandspeed.co.uk/ but seems to have given up the ghost.

[#2]

@jeff-gaines if you want help, please, as I have said before, provide the information I asked for. You have a problem, but we need that data to determine where the problem is, and suggest remedies.

[#3]

I cannot provide any more detail.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome just flickers when I press the "Submit" button.

I have no idea what a technical log is I'm afraid.

[#4]

OK. I have to go out for a while, but when I return, I will provide further detail.

[#5]

@jeff-gaines 

You have to have several different issues:

Having seen a price increase for a reduced service how can I be offered a cheaper price less than a month later?

The is standard practice in the commercial world. What with special offers, sales, marketing campaigns etc, it's not unusual for prices to vary one month to another.

How can this new service offer a minimum guaranteed speed 50% higher than the speed I was told was the absolute maximum less than a month later?

Getting to the bottom of this is why we are seeking information from the Availability Database. The link in the earlier post is working fine for me. Perhaps you could try with a different computer? Indications suggest that you may have a problem with your connection.

Why was I billed for a new hub identical to the old one

It appears to be standard practice to supply a new hub with a new service unless you ring with your order and ask for it not to be sent. To be fair, you are billed a nominal P&P charge, not the cost of the Hub.

How do I get in touch with Plusnet in writing?

As a budget provider, Plusnet do not offer contact by email or online chat.

[#6]

@jeff-gaines As @Baldrick1 states, the Availability Checker link works.

To access the Technical Log, which will give us a good idea of the problem with your current speed, navigate from the Hubs home  page to that in the screenshot attached.

[#7]

OK, technical log attached in csv format, means nothing to me!

I entered my details in the BT Broadband Checker about 30 ,minutes ago and clicked submit, nothing has happened so far.

[#8]

It may mean nothing to you, @jeff-gaines , but it is useful for those that do know how to interpret it.

From what I can see, there are two issues - (1) you are having DSL disconnection - unless you have intentionally turned the Hub off - which will have an effect on you connection speed, and (2) you appear to be a long way from the fibre cab, if those attenuation figures are correct, and are not merely a symptom of your problem.

I suggest you raise a fault via https://www.plus.net/help/report-a-problem/

[#9]

That link seems to be for reporting telephone problems and I have no landline now.

[#10]

No - it is for any problems, phone OR internet.

[#11]

The BT Checker is working now, I saved the page as a .png and have cut my address out.

It says FTTP on Demand is available then later says FTTP is not available.

If anybody has the time to give me a  layman's interpretation  would appreciate it.

[#12]

FTTP On Demand is a totally different animal - it  is essentially a special service where a connection is supplied to a single property/business in an area where  Openreach do not supply it over the normal  network and is horrendously expensive.

Looking at that screenshot, you are a long way from the nearest VDSL cab, so can only get a very low speed on FTTC, but the one you gave earlier is below the handback threshold - have you reported the fault as previously suggested?

[#13]

I don't think the speed I get is below the threshold for my current service.

My offers page at Plusnet has changed 3 times since I started this thread. The 16.6 Mb/s minimum speed disappeared but just checking it now says that is the minimum speed for my package which I think is wrong.

I need to think through my best options, possibly mobile broadband, while I decide the next steps.

Many thanks for your input!

[#14]

The handback threshold for your connection (even on an impacted line) is 15Mbps - IIRC your last test was 11, so yes, it is under-performing.

[#15]

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@jeff-gaines wrote:

I need to think through my best options, possibly mobile broadband, while I decide the next steps.

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If you renewed your contract more than 14 days ago your options are limited::

Live with what you have,

Follow advice and hopefully get your speed improved as much as possible. As @jab1 had advised, it is currently below the Openreach handback threshold,

Leave Plusnet, pay very hefty Early Termination Charges charges and go mobile.