About to renew but with estimated speed reduction?

[#1]

Hi.

. I am looking at renewing my PN contract that's running out soon, it's unlimited FTTC.

When we started with PN several years ago we were getting around 31mbs which AFAIK was the expected speed at the time but recently the speed has been generally poor even after a new router and 2 engineer visits.  I noticed on the renew screen that they now estimate our speed at 18 to 20mbs yet when I look on their website to sign up as a new user or input next doors address the estimated speed suggests I will get 30 to 40mbs.

At the moment it is 20mbs download speed.

Are PN trying to get me to lower my expectations? I am holding off renewing until I find out what's going on?

Thanks for any advice.

[#2]

Can you post a screenshot of this link, but obscure your phone number. BT Broadband 

[#3]

Thanks. 

[#4]

@hunter27 From that, I get a suspicion. Can you provide a screenshot of your Helpdesk (Hub1) , or Technical Log - Information,  (Hub2)obscuring personal details?

[#5]

[#6]

Cheers, @hunter27 . You have a fault somewhere. Please follow the below:

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one the only option is to call Plusnet - 0330 123 9123

[#7]

Hi John

Thank you for your time and very knowledgeable reply, I have just tried the quiet test, both on the wired phone and the wireless phone, the wired phone has a constant but quiet background hum but it is already there before we even selected option 2, the wireless phone is silent.

I have followed your second option and have just had a reply from a bot saying it is being looked into and they will get back to me.

Many thanks for your help, I will post back when I know more.

Pete

[#8]

Cheers Pete. It could be a phone problem, but let's wait and see what the investigation reveals.

[#9]

They have checked the connection but can't see a fault, they have also refreshed the connection so I will see how it goes for a day or two.

Thanks again Pete

[#10]

I can assure you there is a fault - your downstream signal to noise ratio is too high, and, unless you have intentionally turned off the router, your uptime is too low.

I'll await further developments.

[#11]

Thanks John

I also think there is a fault but its like a foreign language to me. The router has not been turned off apart from last Friday when my wife cut through my electric extension cable while chopping up conifer branches on the ground to fit in the bin🤣  

[#12]

Pete, what did the reply say? Delete any personal stuff in it before quoting. I may be able to interpret it for you.

[#13]

Text copied and attached, hopefully.

[#14 · Accepted solution]

Thanks, Pete. I suggest you text 'ADVISOR' tomorrow and explain to them that you have had a recent DSL drop - as shown in the Helpdesk picture posted earlier, and that your SNR is elevated, which together indicate a fault in the Openreach network, most likely.

[#15]

John.

That is exactly what I will do quoting some of your observations.

Many thanks Pete