Masssively degraded performance today

[#1]

I got connected about 2 weeks ago with Unlimited Fibre Extra (which I now realise was a waste of money since the max speed I get is about 38Mbit).

But it worked fine since being connected, right up until today. I am now struggling to browse websites. Every time I click a link it says "unable to connect" instantly. I have to refresh multiple times, and then the page will load, but individual elements in the page like some images or things loaded by AJAX will not appear. Pages load very slowly.

Frequently I will not be able to connect to any website for a period of 5 minutes, and then it will work again, but with the degraded performance and intermittent dropouts.

It reminds me a lot of the days of 56k modems - watching images slowly load from top to bottom and the page half loaded. But then the next page will load almost instantly like normal.

The BT Wholesale speed test massively jumps around. Sometimes it is at my max speed but it randomly goes to half or even less. I have lots of packet loss.

[#2]

@Debaser Sounds like you have BT/OR network issues. The easiest way to get a response is to run the auto-bot here: https://www.plus.net/help/report-a-problem/broadband/ , but if that reports no issues come back and I will suggest my back-up option.

[#3]

Thanks for that, it says there is a fault and they need to send an engineer.

I've just discovered I could have had FTTP... I swear that wasn't available when I ordered it a month ago. Oh well, stuck in an 18 month contract now.

[#4]

Good it has found a problem. I don't know how engineers are booked under this system, but you will no doubt be contacted.

[#5]

@Debaser  I reckon Plusnet will let you upgrade to FTTP  even though you have recently started a new contract. Try calling Customer Options on 0800 013 2632 and see what they can do.

[#6]

I don't think they offer it. They are not on this list: https://www.openreach.com/fibre-broadband/fttp-providers

And I can't see anything above Ultra Fast Extra on Plusnet's website.

[#7]

Hi,
Log in to the Plusnet member centre and select offers and upgrades.
Then select change broadband, select your address and see what is offered.
Regards
Richard
PS Plusnet do not offer a telephone service on FTTP and numbers are lost when transferring to FTTP

[#8]

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@Debaser wrote:

I've just discovered I could have had FTTP... I swear that wasn't available when I ordered it a month ago. Oh well, stuck in an 18 month contract now.

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The key question is: Is it BT or another company providing FTTP?  Put your phone number in here and look for WBC FTTP. FTTP on Demand is a different product for businesses with very deep pockets. https://www.broadbandchecker.btwholesale.com/#/ADSL

[#9]

It's on Openreach. On that checker it says WBC FTTP Upto 1000, availability date available.

[#10]

Hey @Debaser, thanks a lot for keeping in touch on our Community Forum. I've run some checks this afternoon and the line is still showing issues across the board I'm afraid. I reckon we'd instead need to send out an Openreach engineer as opposed to the Qube engineer that tried to gain access to the property yesterday, but wasn't able to. 

Would you mind letting me know when you'd be free for an Openreach engineer visit next week? I'll be happy to get it booked in for you.  

[#11]

@Debaser 

PlusNet started offering FTTP to exisiting customers at the end of May (25th if I recall). It doesn't show up on the website as it's not ready (I could see my upgrade offers yesterday for FTTP but not today). It has not been launched for new customers.

From what you posted I suspect you are a new customer so FTTP wouildn't have been available anyway. If you want FTTP It's worth phoning PN on the number given to see if they'll upgrade you now you're a customer.

As previously mentioned it's an Internet only service - you lose your phone NUMBER (it can't be ported out (officially)).

Brian

[#12]

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@adam945 wrote:

Hey @Debaser, thanks a lot for keeping in touch on our Community Forum. I've run some checks this afternoon and the line is still showing issues across the board I'm afraid. I reckon we'd instead need to send out an Openreach engineer as opposed to the Qube engineer that tried to gain access to the property yesterday, but wasn't able to. 

Would you mind letting me know when you'd be free for an Openreach engineer visit next week? I'll be happy to get it booked in for you.  

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I'm confused by this because the connection seems to be a lot better for me, and I had someone from Leeds call up just now and say it was OK, and the official support ticket has been closed. How do you even know what line I'm talking about? What issues are you seeing on it?

[#13]

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@bmc wrote:

@Debaser 

PlusNet started offering FTTP to exisiting customers at the end of May (25th if I recall). It doesn't show up on the website as it's not ready (I could see my upgrade offers yesterday for FTTP but not today). It has not been launched for new customers.

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That would explain it, that was just after I was looking at which supplier to use for a future house move in June.

Hopefully I'll be able to upgrade...

Edit: looks like the option to upgrade to full fibre is on the Offers and Upgrades section.

[#14]

@Debaser 

Still not showing for me.

If you're happy to lose you phone number then give them a call to see what they say (and what deal is on offer verbally!).

Brian