speed dropped AGAIN same prob. as last time

[#1]

speed dropped AGAIN same prob. as last time

I have run numerous speedtests 

http://www.speedtest.btwholesale.com/

only getting 27mb I should be getting 38mb

my pages are freezing when browsing and cant watch youtube bar it freezes

Download Speed (Mbps): 27.23
Upload Speed (Mbps) : 8.34
Ping Latency (ms): 27
when i try to watch amazon firestick AND pc same time my tv freezes 

can any plusnet tech help me out or do i move providers as plusnet is not giving me what they should be

thanx

[#2]

Hi @glesgajohn,sorry to hear you're having broadband issues.

Are these speeds tests using a a wired or a wireless connection. If wireless, can you please run a wired speed test and report back to us?

[#3]

thanx for reply 

both wireless and hardwired i get same results

[#4]

it takes forever to open a page and hangs/freezes watching youtube cant use firestick and pc same time freezes

[#5]

Checking from this side everything is looking spot on to the router and with no signs of errors. The speeds are syncing at 40Mbps download and 10Mbps upload.

Please run the BT Speedtester service using a wired connection. We would need at least three speedtests. Once the initial result is completed please click Further Diagnostics. Type in your phone number and click run diagnostic test. This will run a test and send the results to the server for investigation. Please let us know once you've done it so we can progress the fault for you.

[#6]

Download Speed (Mbps): 34.42

Upload Speed (Mbps) : 8.21

Ping Latency (ms): 24

Download Speed (Mbps): 32.59

Upload Speed (Mbps) : 8.00

Ping Latency (ms): 29

Download Speed (Mbps): 34.26

Upload Speed (Mbps) : 8.38

Ping Latency (ms): 20

there is no  further diagnostic 

[#7]

Glesgajohn

Compared to my wired connection speed of approx 14Mb yours looks pretty damn good, I have had over twelve months of sub-standard service! I have called PN again this evening and in fairness the operator tried what he could but agreed that my speeds were not what they should be and has escalated my complaint, although I don't hold much hope so will also be contacting Ofcom tomorrow 

My very first Broadband connection some 20 (ish) years ago was far superior to what I am paying double for these days and to only be able to get a wireless connection in the same room as the router in this day and age is pathetic!

Good luck, I hope you get sorted 🙂 

[#8]

mine seems to be running better now (hope it lasts)

they say it was ok at there end yet its miraculously got more stable since i complained , funny that

if they cant fix your speed you can leave the contract without penalty m8

[#9]

this is speedtest should be getting 38mb only getting 11mb and they say nothing is wrong

[#10]

Hi @glesgajohn

Thanks for providing that update - I've let Tony know that you require further assistance and he'll be in touch accordingly.

Best wishes

Dave

[#11]

hi again 

my BB speed has dropped again, i should be getting 38mb but only getting 17mb.

is there any plusnet staff can check my line please

[#12]

why is my fault/ post not being dealt with, i am being totally ignored.

i have hear nothing @ all in 2 weeks , will someone please respond or deal with it 

18 days left to the 20/5/20 when im free to cancel contract

thanx18 days left to the 20/5/20 when im free to cancel contract

[#13]

just recieved a review of my bill to be taken out my account on 12th may, it will be my last payment if problem not dealt with, TAKE NOTICE PLUSNET

[#14]

Hi there, I'm really sorry for us taking so long to pick this up with you. 

I've just been looking into it and line tests don't point towards any obvious issues so getting an engineer assigned would be the best step to take next. 

I'll take ownership of getting this resolved for you, before I can take things further with Openreach can you run an up to date speed test here please? https://speedtest.btwholesale.com/

Let me know here when you have. 

[#15]

regarding 

Hello John,

During the investigation of your reported fault we asked you to complete some steps to help us diagnose the problem. You have reported that you are unable to do so.

where in your last email, does it say "complete some steps"

13/05/20

Dear Mr Graham,

Thanks for your patience, I have tested your line today and it appears the issue you reported is no longer occurring.

The connection is stable, with no drops for the last 72. The connection is also running at a good speed for your line, with a current connection speed of around 40mbps. 

Please do not hesitate to get back in touch online at http://portal.plus.net/wizard  or by phone on 0800 432 0200 if we can be of further assistance.



Kind regards,

[CSA Removed]

there is a "temporarily paused" email 7/05/20

Your speed fault
	Hello John, We've had to temporarily pause the investigation of your broadband speed issue while we complete some additional steps. Once this is done we can restart the investigation. Please see the details below: We need our supplier to complete some actions

therefore i now have the right to cancel my contract, if you dispute this then i will report  to ofcom

this was first reported on 20/04/20

youve had enough time 

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.