House move, from good performance to shocking

[#1]

@jagregory,
that was an error, and has now been resolved.

[#2]

Thanks for the update; unfortunately, changing it to yesterday isn't a great reassurance.

[#3]

That's the latest update given in BT's updates, we've emailed them specifically to ask for an update on your exchange.

[#4]

I don't know why support suggested you move to the test socket, you had a perfect sync speed at 8128 and BT profile to match. Totally unnecessary when it is the VP capacity at the exchange causing the problem. Your current sync speed is lower at @7616 and that suggests someone has got interleaving turned on. Request that it be turned off again if it is on.
Try running the BT speedtest again at an off peak period and see what results you get.
One final tip: When you need to swap things around for testing, powerdown your modem/router and wait several minutes before unplugging anything that disconnects it from the line eg. it's cable, the filter, master faceplate etc. Don't do this more than 5 times in an hour, and then leave it alone for the rest of the day. This is to help prevent the exchange DLM from thinking you have an intermittent line problem.

[#5]

Thanks for the advice Anotherone, I'll remember that in future.
Although I'm fuming that I'll have to pay an exit-fee for foolishly being loyal, I'm leaving plusnet. I appreciate that it's not technically their fault for the poor service, but it still doesn't look good from a consumer end. I'm going to switch to one of the providers that have dedicated hardware in my exchange, hopefully they'll be able to provide some semblance of a decent service.
I had an excellent experience with plusnet for 1.5 years in my previous home, and would recommend them wholeheartedly if your exchange is in a reasonable state; however, as they're bed-fellows with BT you're obviously never going to escape the BT hardware situation.
As an aside, it's appalling that ISPs are able to get away with poor service. They're the only service provider I can think of that is allowed to do it. If I went to Comet and bought a dishwasher that didn't work, I'd get my money back, not a shrug of the shoulders and some excuse about the manufacturer being rubbish.

[#6]

I don't think you should be blaming the ISPs, they are just as unhappy about the situation as you are. Under performing BT exchanges cause lots of extra work for their support departments.
Is your exchange 21CN WBC enabled? If so that uses totally different paths and may not be congested. If you are currently syncing at 8128 you should get excellent speeds on ADSL2+.
Another alternative is the Max Premium add-on. As well as faster uploads it gives higher priority on the BT network. Perhaps PN could consider giving you that to retain you as a customer until the exchange is sorted or goes to 21CN WBC.

[#7]

jelv: Of course I should be blaming the ISPs, they're failing to provide a service; whether they're unhappy about the situation is irrelevant, they're failing to do what they promise. Am I supposed to be sympathetic with them? I don't think so. Bottom line is: I pay for a service, they don't provide it, I should get a refund. Works like that in every other industry. I don't care what the reasons are for poor service, poor service is poor service.
My exchange isn't 21CN WBC enabled. Scheduled for March next year. While an upgrade would be a nice goodwill gesture, I'm not really happy with the idea of sticking with a sub-par service on the grounds of loyalty, I've been burnt by that already. I think I'll just leave and spend the next 3 months enjoying better service from elsewhere.

[#8]

Blaming the ISPs would be totally justified if there was something they could do about it!

[#9]

What an odd attitude. Go to a shop, buy something. If it doesn't work, do you care why they shop sold you something defective? Of course not, you just want your money back. If the shop is unable to sell anything but defective products, then they shouldn't sell you it in the first place. ISPs shouldn't be except from this practice, why are they an exception?

[#10]

You need to have a go at OFCOM. They are the ones who set the regulations on how BT Wholesale supply the service to the ISPs. They are the ones who didn't put in any provision for discounts or compensation when the service provided is sub-standard.

[#11]

Again, why should I care? That's the ISPs problem, not mine. A consumer shouldn't have to know or care why they're being provided inadequate service, just that they're going to get adequately reimbursed for their trouble.
I care not that there are fallen branches on the train-line, that's not for me to care about, just that I will get my money back when I eventually arrive late at my destination.

[#12]

Although I thought you had a point with reply #21, jelv's comments in reply #24 are correct. You should care, it IS your problem. If you want the regulations to cover compensation for the End User then you should hassle the regulator OFCOM, as it is they seem to do bugger all for the consumer and only really seem to look after the interests of the industry.
The only reason you get compensation if your train is late is because commuters hassled the regulator when such things didn't exist.
So stop blaming PlusNet, but I may suggest that they and the other ISP's that have to use BTw don't make enough noise to the regulator either.

[#13]

Nonsense. Back to my example of a shop, is it your responsibility to get on the back of the manufacturer for supplying poor products to the company you bought them from? Of course it isn't, that's absolute rubbish. It's the responsibility of the shop. Same deal with ISPs, it's their responsibility to deal with poor providers, not the end users.
I've already said I appreciate it's not technically PlusNet's fault, but the end result is the same: I get a poor service, and seemingly no compensation for the pleasure.
When you purchase a product or service, your agreement is with the retailer, not the manufacturer. I have a contract with plusnet, not BT. I don't care how plusnet handle their service, they could fly each packet by carrier pigeon for all I care, just as long as they fulfil the service they're expected to provide.
ISPs are fully aware of the situation they get themselves into by getting into the business. They know the regulations don't account for refunds, so they should either: provide a service only to those individuals they are highly confident will receive an adequate service, or set aside budget for refunds. Either way, the regulations are not an excuse for waiving their users consumer rights. A consumer is entitled to a refund regardless of whether the manufacturer will provide a refund to the retailer.

[#14]

You are either to young to know, or have forgotten, yet again the reasons for the current laws regarding the purchase of good from shops was because CONSUMERS complained to MP's and any REGULATORS that existed at the time.
So instead of honking on here, send a complaint to OFCOM about BTw.
I have in the past, and intend to do so again in the very near future. And if not enough people complain to them or complain to their MP's etc. , nothing will happen.

[#15]

As an aside, it's appalling that ISPs are able to get away with poor service. They're the only service provider I can think of that is allowed to do it. If I went to Comet and bought a dishwasher that didn't work, I'd get my money back, not a shrug of the shoulders and some excuse about the manufacturer being rubbish.

I agree!