Slow broadband speeds (AGAIN)

[#1]

I am subscribed to the fastest internet speed up to 72MBPS.

I have had previous issues with slow broadband speeds in June 2021 (between 40-50 mpbs), an engineer was able to fix the issue externally (it was either at the exchange or a box on a street), this was a few months ago.

Internet speed has now dropped to 40 mbps, this is only after 3 months of this being 'fixed'. 

This is hugely disappointing, and needless to say I am not planning to renew my contract with Plusnet due to the persistent issues. In the meantime, I would appreciate if someone can look into this to be fixed again.

Stats of line check as attached which is self-explanatory . No issue with phone line ie no crackling.

[#2]

@voctave There is something strange there, if those two tests are from this evening/tonight and recent. Although the Availability checker is showing a max observed speed of 45.06 on todays date, the Performance Checker reports 72.0Mbps on a line with an IP profile of 43.62. One or other of those must be wrong.

You need an experienced Help Team member to fully check things. Switching ISPs will just mean the issue will follow you.

Are you testing over wireless or ethernet?

[#3]

Hi @voctave, thanks for getting in touch and I'm sorry to hear you're having further speed issues as of recent. Looking at our suppliers side I can see there looks to be banding on your connection when testing which looks to be behind the lower speeds you're seeing your side. In which case, I've raised this to our faults team so the banding can be removed from our suppliers side and this should be corrected in the next 3 working days.
If then, you can please see how the speeds are looking come Thursday morning and should you continue to see speed issues then please let us know and we'll happily investigate further.

[#4]

@BD Am I missing something here - the speedtest the OP ran last night appears to have returned a download result of over 70Mb/s, although I agree the profile is much lower?

[#5]

Hi @jab1, not exactly sure what caused the higher reading shown yesterday and think this could be due to an error on the speed test itself as I can see there certainly looks to be speed banding in place and from the looks of it, it's been there a few days at least already.
I'm hoping once the banding is removed then we do start seeing the speeds more in line with the estimates given.

[#6]

Why has speed banding been applied to my broadband without any valid reason or notification? This issue has been going on for a number of weeks now and it took me ages to work out whether there was an issue internally within the flat and has taken a lot of my time to deal with on top of having to work full time. Had I known the issue was due to capping and not related to internal wifi issues then I would have contacted you in the first place. This is highly unsatisfactory given that slow speed issues have occurred a few months ago and has recurred, and that it takes 3 days to remove the banding in this day and age! Really not impressed with this very poor service and the expensive rates for a speed you cannot deliver. The fact that my line rental saver discount ended a few months ago and you no longer offer a line rental saver discount also feels like a real slap in the face.

[#7]

Thanks for getting back to us @voctave

Banding isn't something we decide to apply because we feel like it. The automated software at the cabinet (the green box in the road) that we don't control will apply banding based on certain conditions, for example if there are disconnections, errors, or another underlying issue. Testing your line now I can see the banding has already been removed.

Your router is now getting a download speed of 71.1mbps and an upload speed of 19.7mbps. If your speed drops again in this way then I'd suggest we arrange another engineer visit to take a closer look and get to the bottom of the problem. 

Regarding your monthly cost, I'd recommend having a conversation about that with our Customer Options Team on 0800 013 2632 as they're the best people to discuss what deals we can offer you.

I hope this helps.

[#8]

Update. 

I have given it about 2 weeks.

Here are the current tests on a wired connection. Only a slight improvement but in my opinion still subpar.

What do you think?

[#9]

Hello @voctave

Thanks a lot for reaching out and I'm really sorry to hear that you're still having problems with your service. The line is still banded, but I don't think this is the main issue here. Given the fluctuation of your speeds, I reckon there's something else going on. There's still an open fault Ticket that has been escalated to yourself, so please comment on it, stating your availability for another en engineer visit.

Let me know once you've left a comment on there and I'll get a fault raised.

'll pop some graph below showing the line speed and drop outs.