Slow fibre

[#1]

Hi admin or anyone who will help. Have painfully slow fibre, unplugged router, rebooted, disconnected cables and re installed them. Checked connections and done numerous speed tests and return 9-10mpbs.
Used Plusnet text help service and not reply says everything is FINE..
Well actually it isn’t so what happens now?? Or do I have to put up with this?
Thankyou.

[#2]

@fibreinternet The 'bot' is designed/engineered to to avoid looking for issues.

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 you are unsure about any of the above, please just ask - I am happy to help.

[#3]

Thanks, but you may as well been speaking Swahili !
So the automated text bot response is a waste of time? Then why do I use it?
Done test again this morning and stil 9/10mbps download.
It does feel very painful to use. Checked contract and I should be having 24-28ish… just renewed contract as well for 28months…

[#4]

OK - I thought my guide was easy to follow - most can navigate their way through it, even if they have to ask the odd question, but if it is too hard for you, I suggest you ring support.

[#5]

So the automated text bot response is a waste of time? Then why do I use it?

The bot can detect certain faults but not all. If you still believe you have a fault then as @jab1 suggests , call support.

[#6]

Ok. I guess I will have to phone Plusnet, my gripe is I use their automated test and response service which came back as fine, it would be easy just to accept that response and carry on, how many unfortunate non tech customers would just do that that.

[#7]

I tried to offer help - it does say at the foot of my post 'if you need help...'

[#8]

So. Use the text help service and both times message returns as service is fine, phoned plusnet and call answered quickly. Explain problem and tests undertaken. Result is 11mbps and falls short of minimum expected service of approx 28mbps. Call operator sending out their latest router seeing that I haven’t had a new once since 2019. Give it a go and see what happens, unfortunately I’m not optimistic but let’s try…
Thanks for your help.

[#9]

Thanks for the update, but 'a new Hub' will not resolve a network issue - however this appears to be the new way to 'help' people with such a problem.

[#10]

Yes I agree entirely, I even tried a spare router that I borrowed, the agent I spoke to agreed speed was not good, but insisted on sending out their new best router to try and if no better to get back in touch.
I appreciate all your help but as I said my gripe is with getting the service to look into things…
So maybe in a month I may have the speed paid for, hopefully. I will keep you updated with progress.

[#11]

@willcutforth Why, oh why have Plusnet not trained agents correctly? This is a clear Openreach network issue, which no amount of equipment replacement will resolve.

[#12]

@jab1 It's probably the Albert flows that are showing it. Could well be just going down the wrong ones as I can't really remember the last time I sent a router out for a fault. Either that or agents are just spinning a wheel and seeing what it lands on.

[#13]

It is now so bad I have had to turn devices off. Should I just call them back and say it needs an engineer?

[#14]

I can sort it. When would be free for one @fibreinternet ?

[#15]

Free for one what, just on phone to plusnet now…