Speed decrease after signing for a new contract

[#1]

Thanks for getting back to us @kwikfix

I'm sorry to see your speed has dropped again.

Testing your line's not showing the cause for this so I'd like to arrange an Openreach engineer visit to investigate further.

Could you reply to the ticket I've logged on your account Here with when you'll be available? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

[#2]

@kwikfix  This thread is still dragging on for nearly a month, your speeds are still poor, Plusnet want send an engineer out who may or may not be able to fix it. It's not going to get a lot better in any case, 

Still not convinced that scrapping FTTC and moving to full fibre FTTP isn't a good idea 🤔  It really is the best thing to do.

[#3]

Thank you, I have added to the ticket and available this week for an engineer to visit.

[#4]

Thanks for getting back to us @kwikfix

I can see we've booked the engineer visit and updated the ticket 220364100 with the appointment details.

Let us know how it goes.

[#5]

So the engineer came out, ran tests and changed the master socket although that wasn't the issue as it was still showing errors hence my speed decrease. He then did work up the pole & said there was a fault there.

So now I'm getting 10mbps slower that before he came out, wonderful!!!

Checked my plusnet account to see they have now lowered my Minimum Guaranteed Speed to 25mbps how convenient as before it was 29mbs.

I'm guessing I can scrap this newly signed contract as I shouldn't be tied to such an unreliable service?

• Product: Unlimited Fibre Extra
• Estimated Download Range: 28 - 31Mbps
• Estimated Upload Range: 4 - 5Mbps
• Minimum Guaranteed Speed: 25.5Mbps
• Current Line Speed (Download): 29.8Mbps

[#6]

Looks like checking with BT I can get full fibre 100 with speeds up up to 150 mbps & minimum 100 mbps for just £34.99.

That's only £4.50 per month more than I am paying plusnet now & cheaper than what they will charge me in 12 months time.

I don't use a landline phone (not in the last 15 years) so the broadband only deal looks perfect.

Seems like a no Brainer.& yes RealAleMadrid I have been closely looking at your input & thank you.

[#7]

WOW!!!

Plusnet have now closed my ticket saying that I am now getting above the 25mbps they promised.

As explained this "promised" 25mbs was altered from the 29mps it said prior to the engineer coming out.

What a farce, talk about moving the goalposts.

[#8]

 you can see near the beginning of this topic about a month ago below was what was promised but not provided now they alter the figures to suit.

See below what it said previously compared to today's alteration.

Your broadband service

• Product: Unlimited Fibre Extra
• Estimated Download Range: 31 - 46Mbps
• Estimated Upload Range: 6 - 9Mbps
• Minimum Guaranteed Speed: 29.4Mbps
• Current Line Speed (Download): 21Mbps

Now shows this.

• Your broadband service

  • Product: Unlimited Fibre Extra
  • Estimated Download Range: 28 - 31Mbps
  • Estimated Upload Range: 4 - 5Mbps
  • Minimum Guaranteed Speed: 25.5Mbps
  • Current Line Speed (Download): 29.8Mbps

[#9]

[CSA Removed] - CSC Analyst

6:26pm, Wednesday 15 Dec 2021

Right to Leave STOP is performed, following are the details
Reason Code: Speed Fault Resolved
Right to Leave Start Date: 13-12-2021
Right to Leave End Date: 15-12-2021

[CSA Removed] - CSC Analyst

6:28pm, Wednesday 15 Dec 2021

[Internal]
Fault ID: 613670 updated
- Outcome was added and set to Supplier
- Fault resolved date was added and set to 15-12-2021

[CSA Removed] - CSC Analyst

6:28pm, Wednesday 15 Dec 2021

Dear Mr Marsden,

Hi from Plusnet. Great News! Your fault should now be resolved. Test your landline and restart your router 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.

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#10]

How dare they close the ticket claiming the fault is fixed, it clearly is not & now they have removed the right to leave option that was set as middle of Jan 2022.

More goalpost moving and pretty underhand support methods if you ask me?

[#11]

@RealAleMadrid Are you sure I can leave with no penalty as I'm now wanting to go for BT Full fibre 100.

Do I need to contact plusnet or just basically follow the steps on the BT website and purchase at £34.99 ?

[#12]

SummarySlow speeds below estimates and minimum guaranteed of 29.4mbps

The above statement was placed on my ticket on Monday and the reason they placed a right to leave option.

Right to Leave START is performed, following are the details
Reason Code: Log Speed Fault
Right to Leave Start Date: 13-12-2021
Right to Leave End Date: 13-01-2022

then today altered to 25mbps. Care to explain this Plusnet?

[#13]

I’m really sorry to see what has happened. 

I’m confident this would be due to a combination of a system error and agent error as we’ll always hold you and ourselves to the original minimum guaranteed speed we’ve agreed at the start of your contract.

If FTTP is available in your area for you then we will waive termination fees if you move to BT or EE for the service. We’d just ask that you call our Customer Options Team on 0800 013 2632 to discuss/arrange. 

[#14]

@kwikfix  I believe @Gandalf / @Anoush ( who are the same person 😀) has answered your question in message #58

[#15]

@Anoush thank you. Yes I found it rather frustrating to see the "promised guaranteed" speed altered to suit the speed needed to close the ticket.

You must admit how that looks.

It seems FTTP is available to me as I have checked using the BT site & also the engineer questioned why I didn't move to it and confirmed it's availability at my address.