Fibre dropouts, and bad wifi

[#1]

Hi Gandalf, glad to see you havent seen any issues that end, I havent experienced a dropout today but I'm going to give it a few days before I say it is working correctly. My phone still has a static noise but engineer said that's caused by it being a cordless phone. Going to my speeds and my contract, at no point I was told I couldnt get the speeds I was estimated so I had no idea that the highest line speed I could get was 50mbps max, that is bad marketing on plusnet side. The only bonus to today is my upload went up from 6-7 mbps to 10-11 mbps.

[#2]

Estimated speeds are an estimation and can change based on the quality and length of the line. Your minimum guaranteed speed however won’t change for the length of your contract so I can’t see how we’ve misled.

I didn’t say though the maximum you could get was 50mbps, I advised it was between 55mbps to 74.3mbps, and as your speed is below this, we can arrange another engineer but I just wanted to check first if the noise on your phone line had gone away or if it was still present. 

Do you have a corded phone you can try a quiet line test (17070) from in your master telephone socket? 

[#3]

Ok slightly wrong... I took a new contract in august, which estimated the speeds at 55mbps-74mbps, I've NEVER got speeds over 44mbps, but thought that was because all the devices in the house was wireless. However I was told this morning by the BT engineer that the highest speed my line is capable of was 50mbps and he tried 2 different pairings at the exchange box which is down the road, and couldnt get me better speeds, he did however say I was losing speed up the hill from the box. So I didnt say you had said that. I cant get a corded phone as atm no one has one and I am not paying silly prices for a phone just to test my line, also the BT engineer tested my line a d said there was no noise what so ever on my line.

[#4]

Thanks for the detail @Sselby123 

No problem, I can’t remember what your minimum guaranteed speed was as I’ve left the office now but if it’s above what you’re currently getting and an engineer’s confirmed you can’t get any faster then we’ll allow you to leave your contract with no termination fees. 

However if you would like us to arrange another broadband engineer for a second opinion before deeming your service can’t go any faster, we’ll be happy to. 

[#5]

One has to wonder if there is aluminium in this "copper" circuit?  That would significantly impact the expected speed compared to a COPPER wire of the same length.

[#6]

Sorry if I sounded abrupt Anoush, i am just a little annoyed as you could probably understand. I really dont want to cut the contract and I really dont want to change supplier as I've been with plusnet nearly (I think) 14 years. Maybe see if we can get the speeds upped and the line stable as I know moving supplier could just throw up the same problems as it's not a straight forward fix.

[#7]

No problem, we’ll pick this back up for you today (I don’t actually start until 11:30am, it’s my week of late shifts)

Thanks for your loyalty with us over the years!

[#8]

Hi @Sselby123,

I'm really sorry to read about the issues you've been experiencing with the service. I've had a look over the account today and I can see the minimum guaranteed speed under the current contract is listed as 44.5Mbps. We've encountered an issue when trying to test your line this morning, so just before we proceed, please could you run a test on your line to see what your current throughput is whilst connecting over Ethernet cable?

[#9]

Hi there, sorry I'm currently looking after a little one who cannot keep anything down, (anyone with kids will know the pain lol) If I cant get to my eldest sons pc before he gets home I will ask him to do it but that will be in about 2-3 hrs. I did quickly look at the speeds running through my netgear via my app and it is low but I dont get more than that most days I've attached a screen shot

[#10]

Hi son came home early and has just run a BT wholesale speed test via ethernet and my netgear is saying better speeds! Screen shot attached

[#11]

Thanks for getting back to us @Sselby123. I can see that first screenshot shows the test was run over Wi-Fi - please could you confirm if the same is the case for the second screenshot you've attached?

[#12]

Hi yeah the second one was via a pc with the ethernet plugged in, and the test was BT wholesale speed test

[#13]

Thanks for confirming this @Sselby123. I've rerun the line tests this morning and they've come back through, showing the current downstream sync speed to be running at 44.3Mbps, which is just below the Minimum Guaranteed Speeds. As this is the case, I believe the best course of action would be to arrange another engineer visit to investigate further. I've updated the open support ticket on your account to reflect this, which can be accessed here.

Please let us know once you've had a chance to read and respond to the support ticket and I'll be happy to pick this back up for review as soon as possible.

[#14]

Hi I have responded to the ticket, thankyou

[#15]

Thanks for getting back in touch @Sselby123, I've updated the ticket further