Not getting guaranteed minimum speed and no help from plusnet

[#1]

@csmith94 OK Curtis, I wasn't getting at you personally, I am aware that sometime last year you were all trained into the 'BT' way of doing things, so you have to hide mistakes.

[#2]

@csmith94 If its that simple,  i hope those staff previously involved will get some retraining.

I'm not sure if you've been around for long enough to remember Mand and her bat! All I can say is its lucky that she's no longer around otherwise there'd be some people in support with bad headaches!

[#3]

@MisterW Oh for the good old days, eh - Mand was on her way out when I joined, I think, but I remember mentions of her and her bat. 😀

[#4]

@silver - I do get how frustrating it is now to getting answers, you've always got the guys here in the forum if you need any help. If you want to speak to us directly about a Tech issue, then you can report a problem here - https://www.plus.net/help/report-a-problem/broadband/. You just need to drop us a text and one of our advisers will give you a call back if no fault is found on the line. It's the quickest and easiest way to report problems to us. I'll also touch base with you on Tuesday, as long as the order completes before half 4, I'll be able to let you know when it's complete. 

@jab1 - Yeah I understand you weren't We just have to make sure everything is noted up on accounts now, that's all it is really. 

@MisterW - I do not remember that, sounds absolutely terrifying to be fair. I have looked to see who it is and sent back to their departments because I can't do with such simple mistakes being made.

[#5]

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@csmith94 wrote:

@jab1 - Yeah I understand you weren't We just have to make sure everything is noted up on accounts now, that's all it is really. 

I understand - as I said, I am aware the 'BT' way is now standard at PN, but it is frustrating for those of us Community members who try to help to be left in the dark as to the reasons - it makes it difficult  for us to answer similar questions, and alleviate the load on the support staff.

[#6]

@csmith94 ask Anoush or Bob (pullen) or possibly Matthew, they'll tell you about Mand.

 I can't do with such simple mistakes being made.

I think the bat is still around somewhere if you need it...

@jab1 I thought you'd remember the stories of Mands bat!. I never met her personally but the tales are legendary.

[#7]

@csmith94  ….which is exactly what I did and what got the ticket opened ….and then there was silence… When it’s not a fault type problem but instead is not getting guaranteed speed they appear out of their depth, as if that isn’t their problem. 

[#8]

Just so I'm clear in my own mind, is the situation here that the connection was/is syncing at the max rate (above the minimum), but Plusnet have commissioned the connection at the wrong speed so it is in effect being throttled to 40Mbps?

[#9]

@corringham That is how it appears, but I doubt you'll get it confirmed by staff.

[#10]

Just so I'm clear in my own mind, is the situation here that the connection was/is syncing at the max rate (above the minimum), but Plusnet have commissioned the connection at the wrong speed so it is in effect being throttled to 40Mbps?

@corringham @jab1 

I think its simpler than that, the line been provisioned on 40/10 in error! You're reading too much into the MAX Observed speed from the BTw checker. In my experience they are not necessarily the actual observed sync speeds on a 40/10 line that's capable of more. I've seen it on my line when it was provisioned (correctly) on 40/10 , the checker showed a Max observed downstream speed of some 60Mb.

I have 2 theories as to this:

1) It is really an Observed Maximum , that is , taking into account the actual noise margin when the sync is limited to 40Mb, the speed that would be expected at 6db SNR if the line was free to sync at its highest

2) when the DSLAM does the test (however it does it?). It lets the line sync as high as possible for a (short) period before the provisioned profile is applied and this is the speed reported by the checker

On the other hand the problem may be a mismatched profile somewhere in the BTw/Openreach systems and the router is synching higher but somewhere (not the DSLAM) is applying a 40/10 profile, but bear in mind that the PlusNet profile is no longer used.

if @silver would like to post the stats from the router as suggested by @jab1 earlier, we could see the current sync speeds

[#11]

OK, @MisterW , I will give you all that, but my one and only reason for asking the OP for those two data points was to try and establish where the issue was, as you imply.

However, reading between the lines in Curtis's 'explanation', I'm still inclined to think it was human error at Plusnet - ICBW, of course.

[#12]

@jab1 but my one and only reason for asking the OP for those two data points was to try and establish where the issue was, as you imply.

absolutely correctly, given what you would expect the BTw information to be representing.

Im still inclined to think it was human error at Plusnet

Don't get me, wrong, so am I! I'd be fairly sure its a (mis)provision on 40/10 judging by the speed Curtis was able to place an order to correct it.

[#13]

[#14]

@MisterW @jab1 

Hope these are what you needed and help. Thanks. They make no sense to me but an interpretation in simple terms would be good although not essential as I trust any conclusions you might come to. 

- oops just seen the technical images are in wrong order, apologies.

Can I just add that I was concerned before I changed to fibre because my downwire (there’s probably a technical term but I mean the wire from roof to house entry) and socket are really old. PN staff said not a problem. I’m doubting anything PN say now, so would you guys agree no problem?

[#15]

@silver. Thanks for that. That confirms its been provisioned on 40/10 and is why your speed is limited to 40Mb

Curtis will have placed an order to correct it to 80/20 which should complete Monday ( next working day)  and your speeds improve to closer to the maximums shown in those screen shots