Broadband speed now half of guaranteed speed

[#1]

Hi, when I first joined plusnet, I was promised these speeds:

Estimated peak time speeds:

Download: 71 - 72Mb Upload: 17 - 18Mb

These are the speeds your line is capable of at peak times.

Current line speed: 77Mb

This is a measure of the actual line speed you are now receiving based on the product you have taken.

Minimum Guaranteed Speed: 68.3Mb

This is the minimum speed you should expect to achieve on your line.

I was sent this email saying that my product was changing to this:

Broadband product	Unlimited Fibre Extra
Estimated speed	79Mbps to 80Mbps This estimate is based on data provided by our supplier. Your actual speed will vary but should be within the estimated range - find out why your speed can vary

Now when I go into my account, the speed range is showing:

Unlimited Fibre Extra inc. Line rental

£26.14

(after contract ends £43.50)

Line Only

£0.00

Monthly total

£26.14

Estimated download speed: 35 - 40Mbps

Can someone please explain why this has changed?

Thanks.

[#2]

Hi there @Azzkiker1983

I'm really sorry for the issue with this, what's showing on your account definitely isn't right and the speed estimates haven't changed, I'll get that flagged up on our side and apologies for any confusion.

[#3]

That would be great thanks, I've done a few speed tests and they are showing just over 36mbs.  Hopefully this gets resolved soon.

Thanks.

[#4]

Hello @Azzkiker1983

Thanks a lot for getting back in touch and I'm really sorry to hear that you're having problems with your internet service. The issues here aren't on your account, they're actually with the line itself. Testing the line how shown that the source of the issue is likely within the customer premise however, so I've sent you an email with a link to some troubleshooting steps. 

Once they've been completed, if you're still having issues, please respond to the open ticket with dates and times that you'd be available for an engineer visit. 

Feel free to give us a nudge on here once you've responded and we'll get it booked in for you.