Not what I had hoped for by a mile

[#1]

Thanks, for this, I can at last understand what has happened.

When I left Vodafone and bought Plusnet fibre I thought I was buying into the City Fibre network because it had just been put down our street when I made the order. But I now see I wasn't buying into that network. Unknown to me I had bought through Plusnet into BT who have no fibre down our street. This (partly!) explains why I have had such a dissapointing experience with Plusnet.

Apparently I had to know all this before I contracted with Plusnet...and I didn't. I seriously doubt anyone down our street knows this either.

Unfortunately, I am now stuck with Plusnet for 17 months. They have just told me that despitre taking months to deliver the service and then not delivering the speeds for week, now that they are delivering the speeds I have to pay my way out of the contract. It's £210, but I will probably do it cox I want proper fibre and the speeds that go with it, not this pretend fibre I have instead. 

To think, I waited several years for fibre to come down our street and then, when it came, I didn't get it.

Cautionary tale: buyers beware.  

[#2]

I have searched for a page on the router software that resembles this and there is nothing really close.

But, I can tell you I have an ASUS DXL 82U. 

But, as you can see from other parts of this thread, my fundametal problem is Plusnet. They do not use the fibre that goes down our street. They are demanding £210.00 for me to get out of the contract

I now consider I made a massive mistake when I put the order with Plusnet. But it is their fault too. They do not make it clear that they do not use the fibre cable down the street. If they had, I would not be with them.

I will take it to the Ombudsman, but by the time he anwers, my 17 months will probably be up anyway!

I understand some of you here are able to make recommendations to Plusnet management. If so, and you can see what happened to me, please make a recomendation that they let me out of this contract free and also that they make it very clear to prospective clients that they do not use City Fibre.

Groan!

[#3]

I'll have a look at your router manual tomorrow and see if I can find a screen which gives us some useful data - it has to be there, somewhere, but I am not familiar with the ASUS range of equipment.

I don't know what PN told you when you signed up, but they must have advised you it was Fibre To The Cabinet (FTTC), and then copper from you street cab to your house.

No-one will be able to make the recommendation you suggest, because Plusnet do not know what alternative service providers serve your address. I do not think the Ombudsman will side with you either.

[#4]

1. You'll find the information required on the System Log->DSL log tab.
2. 

[#5]

Deleted - @Browni posted the answer.

[#6]

Thanks, @Browni  - couldn't see that on a quick look.

[#7]

@amutimer 

I fear that the bottom line is that when you signed up with Plusnet they would have advised you the range of speed that they could provide to your property. At this time you had two weeks to cancel. 

[#8]

@amutimer 

I now consider I made a massive mistake when I put the order with Plusnet. But it is their fault too. They do not make it clear that they do not use the fibre cable down the street. If they had, I would not be with them.

Perhaps you have made a mistake when you places the order, but I fail to see how it is plusnet fault as if you ordered online using your postcode and house number you would have seen this for a full fibre location

for a FTTC location.

Regardless of speaking or ordering online the welcome email from plusnet would have confirmed your order and it would have detailed your expect bill and the package, the email should have detailed when the 14 day notice period starts.

Dan

[#9]

Hi,

Thanks for sussing ou the right page.

The router page is long so it is presented here in two shots that overlap.

Best

A

[#10]

@amutimer Two things stand out in those pictures (1) Your DSL uptime is very short - have you done a reset lately? (2) Your downstream SNR margin looks a little low, which may or may not be helping.

I may not be around much this morning, but maybe one of the other contributors to this topic has an idea of the best way to go.

[#11]

@amutimer 

Can we clear where you now want to take this. Do you want to continue with your complaint that Plusnet should know what other operators are doing in your street? If so, see https://www.plus.net/help/legal/complaints-code-of-practice/.

And/or, are you seeking help with getting the best out of that which Plusnet is supplying? If so, are you prepared to follow some simple DIY tests?

If the latter then first check that you have a quiet phone line by plugging in a wired phone and ringing 17070 then option 2. If there's any noise on the line then you need to report a phone fault and get that fixed as it will slow your connection.

If that is OK then remove the front section of your BT master socket, this will either be clipped on or held on with two screws. In behind you will find the Test socket. Plug a microfilter in there, connect your router to this and report the speed that you get and any changes to the results that you posted here: https://community.plus.net/t5/Broadband/Not-what-I-had-hoped-for-by-a-mile/m-p/1912711#M355740.