Minimum guaranteed broadband speed unlimited fibre has dropped significantly

[#1]

‌when I signed up for my broadband a few weeks ago, I did so as the minimum speed matched what I was getting with sky.

This was the speeds I was told I'd get:

Estimated peak time speeds:
Download:29 - 37Mb
Upload:4 - 6Mb
These are the speeds your line is capable of at peak times.
Current line speed:29.4Mb

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

Minimum Guaranteed Speed:27.3Mb

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

This speeds were confirmed to me after being setup for 14 days which I was happy with.

However today upon logging in to my account tonight all of my line speed numbers and minimum guaranteed speed has all lowered significantly, can this please be looked into and rectified as this isn't what I signed up for

My new speeds are now this:

Your broadband service

Product:Unlimited Fibre
Estimated Download Range:21 - 24Mbps
Estimated Upload Range:4Mbps
Minimum Guaranteed Speed:19.8Mbps
Current Line Speed (Download):26.2Mbps

Please can someone look into this as I signed up for the minimum speed I was quoted before, not to have this changed after less than 3 weeks.

[#2]

Hiya @jimmer007,

Thanks for getting in touch, I appreciate it.

We now look at the observes speeds when determining your Mgals and not the the current Openreach speed values as this gives us a better understanding of what your line can achieve. 

Upon saying this, if it is lower than what we have estimated on signup we would still go with that and look to get an engineer out to look at what can be done to increase the speeds should they be below this.

You can find out more here, I can see you have raised this question with  our escalation team, who will pick this up and get back to you in regards to the complaint raised.

I have updated the ticket, please let me know if you are still wanting to proceed with the complaint or if you are happy for me to close it.

[#3]

Thank you for your reply

What I don't appreciate is having my minimum guaranteed speed change and drop nearly 30% just 3 weeks into having Plusnet as my provider

I signed up to plusnet because my minimum guaranteed speed was the same as I was getting at sky, this minimum number shouldn't change as this was my contract when I signed up.

Yes proceed with my complaint, my minimum guaranteed speed should be 27.3mb as confirmed only 7 days ago by yourselves.

[#4]

@jimmer007  Have you actually read and understood @SammyM 's reply, the current MGS you are seeing is irrelevant, any speeds below the MGS when you took out your contract will be investigated. It is all academic anyway, no line should ever get anywhere near the MGS unless there is a fault.

So not sure what you are complaining about.🤔

[#5]

The issue could be a problem in the future though couldn't it.

For example all of a sudden I'm getting a download speed of 21mb (my original msg is 27.3mb) and then plusnet respond saying it's above your minimum of 19.8mb, so there's no problem.

But 19.8mb ain't what I signed up for, how can this be changed mid contract?

Your minimum guaranteed speed is just that, if any issues happen that fall below this I'd be entitled to compensation or to leave penalty free.

So it's quite convenient plusnet have sneakily lowered my minimum guaranteed speed, without informing me, hoping I wouldn't notice I suppose??

However my minimum guaranteed speed should be 27.3mb, why has this been changed only a few days after plusnet emailed me confirming my minimum speed is 27.3?

My minimum guaranteed speed has been reduced by 30% without my consent, permission or what I signed up for.

I signed up to plusnet for the minimum speed of 27.3mb, if this isn't guaranteed I will be looking to leave penalty free.

[#6]

@jimmer007  You are not following what has been stated by @SammyM in message #2 Your MGALS is still 27.3  The fact that they have changed their systems to use observed speeds to generate the line speed estimates is in my opinion not a good move as it confuses customers who think they will be getting lower speeds and customer support will quote the current  MGALS estimate when they should be using the figure stated at the start of the contract. It is a self inflicted problem for Plusnet. 

Just for interest what are your actual speeds, are they the same as you got with Sky?

[#7]

Hi

Thank you for taking the time in responding to me.

It does appear I've misinterpreted the previous message.

I wasn't to know the speeds being displayed in my account are now reported a different way, as they're still worded exactly the same before.

There's no issue with the actual speed im getting, I'm getting 27-30 mb download which is the same as with sky which I'm happy with

I was just concerned that it appeared my guaranteed minimum download speed had lowered by 30% without any notification, and I was concerned if in the future that this new number (19.8) would be used to measure against my actual speeds not the minum speed when I signed up (27.3)

It would definitely help if the wording on people's speed was changed to reflect this new way of reporting speeds.

Or even a email sent to all customers explaining things, I was just trying to cover myself incase of future issues.

With no prior communication it very much would look like something had gone wrong.

[#8]

Hiya @jimmer007, thanks for getting back to us and I am really sorry for the concern caused by the change in your estimates.

The way your speeds are estimated have now changed and are based on observed speeds, which your account will reflect though please be assured that if you were to report a speed issue to us, it is the initial MGS (provided when you recontracted) that we would uphold.

We're not able to change the information shown on the account but again should an issue occur, our teams will be able to see the MGS we gave upon recontracting with us.

I can see your case handler has been liaising further with you on this and going forward, they will deal with your complaint for you until you are happy it's resolved.