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minimum guaranteed speed is 3.8 Mbps

pippin
Hooked
Posts: 8
Registered: ‎10-04-2012

minimum guaranteed speed is 3.8 Mbps

I have just agreed to extend my unlimited broadband contract with Plusnet and amongst a number of emails generated as a result is one that states "Our support team have opened a question to track an issue on your account. Your estimated line speed range is from 37-40 Megabits per second and your minimum guaranteed speed is 3.8Mbps."

The estimated line speed is ok for my needs but a minimum guaranteed speed of 3.8 Mbps looks like just setting the bar so low that I could never complain short of total absence of service. Is this sort of thing normal or have I been singled out?

14 REPLIES 14
jab1
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Re: minimum guaranteed speed is 3.8 Mbps

@pippin I am always suspicious of these horribly low MGS figures these days. I could be wrong, but I suspect it is BT/Openreach's not very subtle way of 'persuading' everyone to move to Full Fibre.

John
Dan_the_Van
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Re: minimum guaranteed speed is 3.8 Mbps

@pippin 

Do mean Unlimited Broadband which is ADSL, this would explain 3.8 Mbps

or
Unlimited Fibre or Unlimited Fibre Extra which is FTTC?

@jab1 

conspiracy theory ?

 

jab1
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Re: minimum guaranteed speed is 3.8 Mbps

@Dan_the_Van From the first post, the OP is on Unlimited Fibre, and no, not 'conspiracy theory' - I've seen these stupidly low MGS figures for FTTC before.

John
bmc
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Re: minimum guaranteed speed is 3.8 Mbps

@pippin 

You could have a look at the following to see what it says about your speeds. If FTTP is available it shows up as WBC FTTP

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

 

Brian

Dan_the_Van
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Re: minimum guaranteed speed is 3.8 Mbps

@jab1 

The post starts "I have just agreed to extend my unlimited broadband contract " so I was attempting to clarify what contract they actually renewed.

Why would BT or Openreach deliberately provide exaggerated low MSG to force you to go Full Fibre? It might not even be available at the address.

 

jab1
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Re: minimum guaranteed speed is 3.8 Mbps

I would think if their estimated speed range is 37-40Mb/s it would be reasonable to assume they were on 'Unlimited Fibre', and reasonably close to the fibre cab.

I can't recall off the top of my head where I have seen the 'suspicion' by others, on other sources, about the MGS figures, but I do know I have seen a couple of similar queries on this forum. IIRC, this was in areas (on the other forums), where BT/OR had completed the full roll-out, and were obviously keen to get as much FF business as possible.

John
pippin
Hooked
Posts: 8
Registered: ‎10-04-2012

Re: minimum guaranteed speed is 3.8 Mbps

I have checked my bills and see they do refer to "unlimited fibre" and the new contract information I have been sent also refers to unlimited fibre and quotes a MGS of 29.2 Mbps. It's just this email about the support team raising a question to track an issue on your account is a mystery and raises the question of what the issue might be.

Dan_the_Van
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Re: minimum guaranteed speed is 3.8 Mbps

As I understand the MGS quoted in your renewal email where possible is honoured.

From my contract email.

At peak times, we estimate that you'll get the following speeds on your line:
Download: 64 - 72Mb
Upload: 13 - 15Mb
Minimum Guaranteed Speed: 58.3Mb.

My download speeds is often more than the estimate speeds.

You would need someone from plusnet to comment regarding the open question, which would be more helpful than some random theory about MGS

 

pippin
Hooked
Posts: 8
Registered: ‎10-04-2012

Re: minimum guaranteed speed is 3.8 Mbps

I don't really know how to get someone at Plusnet to explain the open question and my query was at least partly to see if this was normal procedure . An MGS of 3.8 Mbps is almost as though they are contemplating a failure of FTTC and reverting to copper all the way which would not be acceptable as a solution. jab1 says he has seen other comments on this so I am not being singled out but still don't know how widespread it is.

Dan_the_Van
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Re: minimum guaranteed speed is 3.8 Mbps

Where are you see this MGS figure, are you able to share this?

If you do make sure you hide any private data.

Dan.

Edit: have you phoned plusnet?

Baldrick1
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Re: minimum guaranteed speed is 3.8 Mbps

Rather than a fiendish plot to persuade the user to upgrade to Full Fibre or a means to get out of contractual obligations, I suspect that the real cause is finger trouble by person or persons unknown.

The MGS is written in the contract. Consequently, that is the only figure that is relevant.

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RealAleMadrid
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Re: minimum guaranteed speed is 3.8 Mbps

@pippin  Has your new contract started? Have your speeds changed or are they as expected? 

The MGS figure you have been given is obviously an error and is a pretty meaningless value in any case.

There is no way it can mean your line would be reverted to ADSL, that would not happen.

If my speed dropped to the MGS value it would obviously be the result of a fault and I would expect Plusnet to get their supplier (i.e. BT and/or Openreach) to fix it.

If your broadband is operating correctly and your speeds are OK I wouldn't be too concerned about the dodgy MGS value.🙄

 

pippin
Hooked
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Registered: ‎10-04-2012

Re: minimum guaranteed speed is 3.8 Mbps

Thanks to everyone who took the trouble to comment. My concerns are largely satisfied and I can see there is probably no point in worrying over what might happen so long as my broadband continues satisfactorily, which it has done so far (3 days and counting).

bmc
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Registered: ‎28-02-2017

Re: minimum guaranteed speed is 3.8 Mbps

@pippin 

I refer to my earlier post about looking at the Checker.

 

It lists the "Handback Threashold" for the line. This should be the same as your MGS.

 

Brian