Slow Download Speeds - many reports but nothing on Service Status

[#1]

This is why I am posting here https://www.thinkbroadband.com/news/7825-slow-download-speeds-blighting-plusnet-users-on-saturday

While some may want to describe their individual problems as a national outage with a broadband provider, when we investigated reports of slow speeds for Plusnet broadband customers we were able to see some 5 to 10% that were affected. After pulling back the full dataset for Saturday from 9am to 6pm we have expanded that estimate to say that only 16% of Plusnet customers are testing above 20 Mbps, whereas over the period of a month this is normally 40% of customers, and if you extend down into the ADSL2+ speed region we usually see 60% of users over 10 Mbps at Plusnet but today it is only 20%.

The sympton if you have not already spotted on your Plusnet connection is that the download speed is slower than the upload speed for VDSL2/FTTC customers, this differentiation may not be so clear cut for ADSL2+ customers due to its slow upload speeds. Examples of tests from people affected are 2.8 Mbps down, 5.8 Mbps up and 1.5 Mbps down, 2 Mbps up the person with the 5.8 Mbps upload is probably on an up to 76 Mbps service. There are those who are getting good results e.g. 37 Mbps down and 2 Mbps up so we know its not a total network wide issue.

In terms of locations our initial investigation suggested perhaps a smaller number of postcodes, but looking at the postcode groups from the larger sample a non-exhaustive list seems to be B, BA, CA, CV, E, EX, GL, GU, HP, IG, KY, LA, LL, ME, ML, NN, OX, PA, RG, SA, SK, SP, SS, TQ.

[#2]

I was having the slow download issue on Saturday 16th, but all appeared to go back to normal at around 7:15pm.

I don't suppose I should hold out much hope of getting an explanation of the issue from Plusnet, seeing as how they didn't even publicly acknowledge the problem in the first place. Would be nice to know though...

[#3]

I had it all day yesterday     No replies from plusnet here or Twitter or Facebook

and would be a waste of time on the phone

and this morning is still the same .

[#4]

Same problem here. North London exchange down from 77 to 9 Mbps.

[#5]

My Fibre speed is now back to normal North London exchange. 10-30 am 17th Sept 17

[#6]

That's interesting. Did feel like walking through treacle yesterday. My VPN even felt faster than a direct Plusnet connection but I might have imagined that.

[#7]

And Still NO input from Plusnet

[#8]

Just had a reply from Plusnet on Bookface

We experienced an issue that affected a small number of customers yesterday which should now be resolved, sorry for any inconvenience. - Adam

?????? 36 hours and they say we had Issue   and as per usual its only a small number of customers

But NOWT on service status

[#9]

The reality is that a large number of customers were affected and, as best as I can tell, not just those of Plusnet.  Plusnet need to work out how they can keep customers up to date with wider internet problems - including those that are beyond their control.  Go on Plusnet, do us proud.     

[#10]

Better the customer wastes time chasing faults than the company.

If there is a black book of business mantras I expect that is there somewhere.

[#11]

Dont know why they so scared to talk to customers when there is a problem ,  its the stick your head in the sand attitude

[#12]

Ps Plusnet Its Not fixed !!!!!!!! just better

[#13]

Whilst I was experiencing problems on Saturday afternoon I visited this site http://downdetector.co.uk/problems/plusnet .  Their chart showed a rising volume of "outages" during the day.  It's a bit feeble if Plusnet profess to be unaware of their difficulties when an external monitoring site can tell.  

[#14]

@ReedRichards  Dont forget they did admit to a SMALL amout of customers affected

[#15]

http://downdetector.co.uk/problems/plusnet/news/158403-problems-at-plusnet-2