Last attempt before cancelling contract - ADSL not reaching minimum contract speed

[#1]

Posting on behalf of parent...

Been with Plusnet for 14 months (download speeds never been great  2-5mb), when the contract renewed for another 12 months in Jan'24 the speeds have been even worse. <0.5Mb. Essentially not usable.

Faults have been raised with plusnet support. They do something and ask the router to be rest, which improves things (e.g. 2mb + for a time before becoming unusable again or internet drops connection entirely.

Openreach have been out, found nothing wrong with the line and visited the property. they replace the master socket faceplate (so no additional filter in place now) but still no improvement.

as the contract minimum speed 1.7mb not being reached considering cancelling the contract asap and moving parents onto a data sim solution.

If anyone can think of anything else to check please let me know.

Cheers

[#2]

attached results from bt broadband checker.....not many options

[#3]

@chriss_1145  I've popped you a private message to get the account information and I can then get this looked into for you.

[#4]

thanks - replied in to the DM

[#5]

@chriss_1145 

What do OpenReach and OFCOM say for the address?

https://www.openreach.com/

https://checker.ofcom.org.uk/en-gb/broadband-coverage

Brian

[#6]

Hi Brian,

uploaded screenshots of both, no different to the bt broadband checker screenshot i posted earlier.

Thanks

Chris

[#7]

@chriss_1145 

Thanks

In the past OR would state if FTTP was coming "in the near future".

Is Virgin an option - I see they're active in the Tiverton area? Only other thing  for you to check is to see if any of the alternative FTTP providers have plans for the area.

Brian

[#8]

no chance of virgin, they are at the end of a farm track on the outskirts of town with a few other houses. approx 2.5km from the tiverton exchange. Everything going down the same set of poles.

[#9]

@chriss_1145 

Have you investigate fixed wireless broadband https://www.airband.co.uk/technology/fixed-wireless-broadband/ 

HTH

[#10]

yes there are wireless options, just trying to see if there is anything else i can check with the fixed line before looking for alternatives.

[#11]

@chriss_1145 

Putting your postcode in to the map at Openreach : Ultrafast Full Fibre Broadband Build Plans 

are you showing up in any of the colour shaded areas for future Openreach FTTP builds ? -

[#12]

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@chriss_1145 wrote:

If anyone can think of anything else to check please let me know.

Perhaps investigate the 10Mbps broadband universal service obligation (USO) ?

• Broadband USO - your right to a 10 Mbps connection
• BT : What is the universal service scheme? 
• Ofcom : Your right to request a decent broadband service 

.

[#13]

yes in the blue area but the openreach postcode checker says no plans yet. Interestingly on that same map i have FTTP and am not even in a coloured block....wonder how accurate it is. 

[#14]

Looking at the map's 'key', which is from top to bottom the order of build priority,

'orange' says "We'll be building soon, with services available within 12 months"

therefore as you are in a 'blue' area it might be a reasonable expectation that the build will complete in the next few months ?

.

[#15]

"Complete" does not mean 100% coverage - there are likely to be properties missed in most areas, either because of remoteness, or wayleave issues.

Also any 10Mbps USO solution is likely to be a 4G connection, as the cost limit is only £3400 which doesn't build much fibre - anything above that has to be paid by the customer. It is almost always possible to get a >10Mbps 4G solution cheaper than through the USO.