Slow internet

[#1]

Hello, can someone advise - I am having problems with my Internet. Yesterday the Internet connection dropped and is now not working properly. The router is in sync, broadband light green, but yesterday the Internet light was red. I did factory reset on router and the Internet light is now green, but most websites are too slow to load and return error message. I've raised a fault on the text service but it is not easy to find information on the plusnet website about what to do to rectify the issue. Any ideas?

[#2]

@MarionM Which router do you have, are you on FTTC or Full Fibre, have you had a response from the faults bot?

How much do you know about computers - just so we know how to respond to you?

[#3]

Hi John, thanks for replying.
I have ADSL, I don't have fibre. I have a Sagemcom 2704N router, which was working fine. Last time I had a contract upgrade I got sent a Hub One but it kept dropping sync so I gave up trying to use it and went back to the 2704N.
The bot said there was an issue in the network and they've booked an Openreach engineer for tomorrow (But they've recorded it as no sync, as I suspect they ran a diagnositc when I was resetting router, which it is not right- is merrily in sync, just not doing Internet.) Also the copper line test looks good to me so not sure what Openreach are going to do.
I know a little about old fashioned telecoms but not much about computers 😉

[#4]

EEK - ADSL! Is fibre available to you? Have a look at this page, and if you can, post a full screenshot - obscuring your phone number : https://www.broadbandchecker.btwholesale.com/#/ADSL .

ADSL is ancient, and will disappear in the next 18 months or so anyway, when they turn off PSTN

[#5]

I don't think I want fibre at this time. I have a contract for ADSL, which was working just fine, and I need to have a landline telephone. I don't get good mobile signal where I live.

[#6]

OK - but bear in mind you will need to consider your options before January 2027.  Let's see what the engineer says.

[#7]

Thanks John.
Plusnet have not told me this. They let me renew my contract for ADSL. 🤷‍
I was hoping I might get some help here to work out what is wrong with the line. It seems strange if the router is in sync but the Internet is not working. Can't be a way to push people on to fibre when they have a contract for an older technology? Fibre and IP services go wrong too

[#8]

Whilst ever the service is available, they will allows you to renew.

People on here (apart from the Help Team) are just customers like you - sometimes with IT experience - but we can only go on what we are told. The fact it is 'in sync' does not mean there isn't fault somewhere in the circuit - which the engineer may be able to spot and rectify.

No - it is not a conspiracy to do that, but older technology comes with its added problems. Any technology can 'go wrong' but the newer the better.

[#9]

---

@MarionM wrote:
Can't be a way to push people on to fibre when they have a contract for an older technology? Fibre and IP services go wrong too

---

It’s not a case of pushing, that’s why you can still renew your ADSL contract. However, come January 2027 the PSTN is being switched off.
Consequently, if you wish to retain your ‘landline’ phone service you will have no choice within the next 18 months or so but to move to an ISP that provides a combined Internet and digital phone service (Plusnet are not offering a digital phone option) or stay with Plusnet, transfer to Plusnet’s FTTC or FTTP SOGEA service and transfer your phone to a third party VoIP phone provider.

Help and further advice on either option is available from this forum..

[#10]

---

@Baldrick1 wrote:
It’s not a case of pushing, that’s why you can still renew your ADSL contract. However, come January 2027 the PSTN is being switched off.

It's actually worse than that for Plusnet customers - Plusnet don't offer SOADSL (not many ISPs do), and so when PSTN goes away so does ADSL. Also January 2027 is the date of the final switch off - the majority of PSTN is still due to be shut down by the end of 2025, and any connections remaining after that will be special exceptions.

[#11]

I don't think that is the case, if you look at how far BT is with the PSTN switch off plans and that is why the deadline got extended from Dec 2025 to Jan 2027.
At the end of my contract time I will obviously have to address what to do next, as I do when any contract ends. There is no rush to move to any other service when I am happy with the service I have selected in my current contract. I can't see any reason to voluntarily ditch my current contract and move to a fibre based service, thereby losing some of the key features I use today.

[#12]

I don't share your expectation of PSTN remaining available until Jan 2027 for most customers. The Openreach notice "GEN066/24 Notification of WLR contract termination" states:

As part of our ongoing All IP programme, Openreach has issued contract termination notifications to all WLR CPs with an effective date of 31 December 2025. Where assets have not been migrated and/or cancelled by 31 December 2025, BT may, at our absolute and sole discretion, allow the services and assets to remain post 31 December 2025.

We signalled this activity when we briefed CPs on BT Groups announcement of the delay to the PSTN switch off to 31 January 2027 in GEN048/24 (openreach.co.uk).

Openreach expects CPs to continue migrating their customers at pace, and we are terminating the contract to provide flexibility to develop future processes with CPs to address the remaining asset base.

So any PSTN beyond 2025 will be an exception. 

In your situation I wouldn't rush to swap to VoIP, but I'd be preparing to do so when necessary. 

[#13]

@corringham 

I accept that this is your unsubstantiated interpretation of the Openreach document. 

The Plusnet position is covered in this document: https://www.plus.net/broadband/phone-faqs/

[#14]

@Baldrick1, I'm not sure how to interpret the Openreach document differently? It seems quite clear, and I just can't see any way at all to interpret it as all PSTN connections can continue until 2027.

The Plusnet position doesn't cover the withdrawal date of Plusnet's PSTN at all. It does mention the 2025 date, and complete closure in 2027 just the same as the Openreach document, so there is no contradiction there.

[#15]

---

@corringham wrote:

@Baldrick1, I just can't see any way at all to interpret it as all PSTN connections can continue until 2027.

---

Where assets have not been migrated and/or cancelled by 31 December 2025, BT may, at our absolute and sole discretion, allow the services and assets to remain post 31 December 2025.

So, BT owned Openreach can allow BT owned Plusnet to continue into 2026 if it so chooses.

We currently have no idea when Plusnet will decide that it's time to give notice of their plans for the future. Whether it will be later this year or some time next? All that we know is that it will be one or the other, unless of course the plans change again!

---