No speed increase with upgrade.

[#1]

ClaudiaG3 told me in my thread under My Order that it was the supplier. (see below)

What we need is some clear info on it. Maybe a sticky thread because being left with no timeframe of a fix or no information on what is happening, just isn't good enough.

"We're just as confused as you are. Everything is showing as complete but the speeds haven't changed on the Suppliers system. This is an issue they're aware of. The Suppliers system we mean Openreach."

[#2]

So shazz.

Is that code for "tough - live with it"?

[#3]

Hopefully not hehe

[#4]

Shazz.

You are not receiving the service you are paying for.

Plusnet needs to start looking at financial compensation.

[#5]

Yep and even though we've been told what's wrong, we're not being given enough information on what's being done to fix it. I've been waiting since 23rd of May. It would be nice if someone would update us as to what they've done and what is happening, so we can relax.

[#6]

OFCOM regulations state if the guaranteed minimum download speed is not reached within 30 days the ISP must release the customer from any contract.

That would allow us to go elsewhere.

Personally I would be happy to be moved back onto my 150 Mbps service (which I am of course presently still getting) with a suitable reduction in cost.

We seem to be going round in circles and it is getting very tiresome.

[#7]

Yep and even though we've been told what's wrong, we're not being given enough information on what's being done to fix it. 

If (as we're told) the problem is in the suppliers (Openreach) system then no-one, apart from hopefully OR, will know what's being done to fix it. The best the ISP's might get from OR is an estimate of time-to-fix, but I suspect in the case of system problems their normal SLA goes out of the window and so they may not even be required to give any!

[#8]

@MisterW @Baldrick1 

Just wondering...  If it does happen to be because of having a fixed IP address, would setting it not to be fixed possibly correct the issue? It could then be made a fixed IP address again whether resolved (hopefully) or not.

I don't actually require the same fixed IP address again, I can update the specific services that require this.

I looked on Plusnet and it seems easy but had all sorts of clauses when getting it fixed so I would prefer someone to possibly do this on my behalf if anyone wishes to investigate this aspect?

Looking on ThinkBroadband my IP address has been fixed since Dec 2014 which surprised me! Also, I have all my download tests from Oct 2013. I can see all my package changes, house moves, line faults etc., an interesting record for me

[#9]

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@James30 wrote:

The new router will be with you seen so that will confirm a lot for us. Let us know how you get on with it when it comes and we'll go from there. Cheers

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@James30 

Have the backend speed test tools been tried here?  See @bobpullen 

[#10]

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@Townman wrote:

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Have the backend speed test tools been tried here?  See @bobpullen 

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Not possible I'm afraid for the same reason cited in my post here.

@Eggs wrote:

When your hub 2 router arrives I will plug this directly into the ont and my PC directly into the hub 2. If I still get the exact same result - and I am convinced I will - then I think it is pretty ceratin there is "something adrift" elsewhere in the system between Plusnet and the ONT, don't you?

I've arranged for a replacement hub to be sent. Should hopefully be with you tomorrow, so let me know how you get on.

In the meantime, I've tweaked a few settings on your account. I'm not hopeful it would have helped but if you can reboot your router when you get the chance and re-test then that would be great.

If the Hub Two doesn't help when cabled direct to the ONT, i.e. bypassing your internal cabling, then there's a few other things we can try.

[#11]

... just when you thought it couldn't get worse.

I have just received this:

Dear Mr Eggs,

Hi from Plusnet.
Great News! Your fault should now be resolved. Test your landline, restart your router and everything should be working. Your Broadband may take up to 3 days to stabilise.
If there is still an issue please call us on 0800 432 0200. Thank you.

Kind regards,

Courtney Robinson

Email notification sent to: 

[#12]

... and now this:

Hello Scrambled, We're pleased to confirm that according to the information we have, we believe your broadband speeds are faster than the Minimum Guaranteed Speed of 165Mbps we promised you. Don't forget that you can run a speed test at https://speedtest.btwholesale.com/ (more info) and we have some advice on the things which can affect broadband speeds on our help pages. If you have any further concerns about the speed of your broadband please back in touch. Happy browsing!     Kind regards, Plusnet Customer Support

[#13]

... I have lost the will to live.

[#14]

.. I have lost the will to live.

Don't , that's just an automated message. Its using the 'Current line speed' shown on your account against the MGALS to generate the message. Since that's correct at 330Mb , the message is generated

[#15]

@Eggs - given the apparent succes of a 'fix' I have applied to a similar customer complaint, I have just placed an order to temporarily regrade your line to a 550/75 service.

This should complete tomorrow at some point, at which time I'd appreciate you re-testing and getting back to me.

Assuming you see the uplifted speed, then I'll try knocking you back down to your contracted product and hope it sticks.