Broadband speed slower thanis should be.

[#1]

Hi adamwalker

How can I cancel contract?

Sorry to say, but there're trouble from the begining with my order and speed, so I would rather try diffrent company. 

Community help here is great, but overall, i'm not happy with service. 

Thankyou.

[#2]

Hi there, I'm sorry you want to cancel, you've got to do what you feel is right for you. 

You can either cancel by placing an order with a new provider and that will cancel the account with us in turn or you can contact our customer options team as per the details here: https://www.plus.net/help/legal/cancellation-policy/

[#3]

Hi 

Sorry to resurect this again. 
I called customer service to tell them I want to leave. Guy on a phone told me that I can't do it because I didn't let  them know that fault is still there. 

Another enginer visit has been booked to come to the house and check is everything OK with wires etc. 

He had a look, check the boxes, swap some wires at master socket and told us that he can't do anything else end it's all fine here. 

Now - PING is higer , download and upload speed are lower (42 and 15) - not the best experience to say at least - see attachment.

Do I need to call customer service and tell them that problem is still here? 

Cheers.

[#4]

Hi @siewierzan,

I'm sorry to hear that you've experienced lower speeds following the recent engineer visit. When you've tested the speeds following this visit, have you been connected via Wi-Fi or Ethernet cable? You had also mentioned the engineer swapped out some wires - do you know which ones these were? For example, were they the Ethernet cables, the wires between the router and the master socket, etc.?

[#5]

Hi

All conected with ethernet cable.

It was at master socket. Not shure that he swapped them just: "shuffled".

He did conect hub to master socket (I did as well sometime ago), but there was no change in speed etc.

[#6]

Hiya, 

I'm sorry to see you're still having issues. 

I've tested your line and the tests are showing a fault which's likely to be why your speed's not quite where we'd expect.

I've reported the fault to our suppliers and an engineer should be investigating this within the next 3 working days.

We'll let you know as soon as we know more but feel free to post back with how things go.

[#7]

Hi Gandalf

thankyou very much. I also received text message about fault - great communication

[#8]

Hi @siewierzan,

Cheers, no problem

[#9]

Hi

Me again. After having 2 engineers checking everything to fix the fault that is still there, I've been told that now case is closed - just like that. Apparantely my speed is over 51Mbps, so above minimum.

Problem is that speed is excatly the same as it was around - 46Mbps - see attachment.

Case was closed and I was just fobbed off. Is this the way to deal with customers?

Only reason I can think about that Plusnet did that is - time was coming to an end of 30 days to repair the fault and obviously you don't want me to leave. 

I'm shure that when I call you again to report problem you will start 30 days repair time again. 

Any ideas how to sort it out  in civilized way?

Thanks

[#10]

@siewierzan If you see and answer this in the next ten minutes or so - can you post the detail from: BT Broadband  -obscuring your phone number?

[#11]

Hi @siewierzan,

I'm sorry to hear that you're experiencing slow speeds on your end. I've run some tests on your line this morning and I can see that it's currently syncing at 50.1Mbps, which is below the estimated line speeds, but at the minimum guaranteed rate. Do you have a landline phone setup within the property and If you do, can you hear any sort of background noise on the line? The reason I ask is that I can see part of this investigation had been logged as a landline fault - though that has since been resolved, our testing isn't picking up any obvious reasons for a lower speed, so I just want to make sure we're checking everything we can before proceeding at this stage.

[#12]

I'm having exactly the same issue, i was getting slow speeds after switching from Sky to Plusnet. Plusnet said there was a fault in my house, they came out & disconnected an extension socket (without my permission or knowledge), & fitted a new master socket. I got the same message as you, that my speeds are now over their minimum of 53.5 & they're closing the matter, using the BT speed checker that they recommend im getting 44-46. I guess they don't want repeat business, as i will be changing to a different provider when my contract expires.

[#13]

@bobbob455 Piggy-backing on another posters topic is not helpful and bad forum etiquette. If you want help, please start your own.

Welcome to the forums, BTW.

[#14]

What? I thought the purpose of a forum was to comment on peoples posts? Especially if I'm having the same experience as the IP. Personally I see it as very helpful & certainly not bad forum etiquette. You need to understand the purpose of a forum.

[#15]

At the risk of derailing this topic (sorry, @siewierzan ), you possibly need to understand that on here, it is not good form to insert what looks like a request for help - as I said, if you want help, start your own topic, or leave the topic alone - extraneous comments don't help the OP, or those trying to solve the issue.

BTW - I do understand the purpose of a forum, I've been on quite a few in my life.