Change in minimum guaranteed speed

[#1]

I have just switched on Plusnet broadband and according to the email I received, my minimum guaranteed speed should be 31.9Mb, but in reality, I have not been able to achieve this speed. Today, when I checked my account, I was surprised to find that my minimum guaranteed speed in Your broadband service had changed to 14.6Mbps and I had not received any official documentation informing me of this change. According to the advertisement, even the cheapest package should be at this speed. In reality, this is no different to a scam. I wonder if someone can tell me how to deal with it.

[#2]

@lxy98318 When you say 'I have just switched on Plusnet broadband', do you mean you have just transferred from another ISP - if so when?

[#3]

Since 23rd, September

[#4]

@lxy98318 OK, so you are a new customer. As the Plusnet Help Team are, to quote 'very busy', maybe fellow Community members can help.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

[#5]

Hi there,

I'm really sorry to see that your speed has dropped. I've tested your line and the tests are showing a "high resistance" fault which is very likely the cause for this. I can see you've since spoken with one of my colleagues from our complaints team who has agreed to let you leave with no cancellation fees so I'd like to wish you all the best with your new provider. 

[#6]

Not that it matters, now, but won't that issue follow the OP?

[#7]

I would imagine so 

[#8]

Also I think I’ve figured out why the estimates/minimum guaranteed speed shown in an account online can seemingly drop. It’s likely because we’re basing these off the “observed speeds” nowadays rather than the actual estimates, so if there’s a fault, the observed speed drops, and so does what we show in the account.