Utter failure

[#1]

As @MisterW says, you are getting as near as possible the expected speeds, so the line isn't broken.

[#2]

Let's call it "failing to do its job properly" then, to me that's the same thing.  I don't want excuses.  I was told something quite different before I handed over money.  What I'm getting is unacceptable and I'm going to keep trying.

[#3]

It is obvious you don't want to listen to what you are told by experienced users, but would rather chase an impossible dream - your choice.

[#4]

The BT speed estimates will be based solely on estimated line length. In the past, BT used aluminium instead of copper for some cabling. If any exists in your line then it will affect the speed

[#5]

Ah, the internet.  It brings out the best in humans.

[#6]

We do try to help, but if you don't want to listen...

[#7]

You see, the internet effect.  It degrades debate.

You have helped.  I know a lot of useful things now.  If you want to be the sort of person who gives in and accepts shoddy service that's your choice but I'm going to carry on trying to improve my lot.  The first step will probably be changing my ISP.

Thanks and goodnight.

[#8]

Changing ISP won't change your connection or speeds - same cables.

[#9]

You will certainly not remove the rose tinting from the glasses of the PN fanclub Mr Random.

Changing ISP to one which gives a damn most definitely improved my service. Same cables, same cabinet, same exchange etc.. The only thing that changed was the level customer service! Oh, my speeds too, better and more stable.

,

[#10]

@newagetraveller I am decidedly not a member of the 'PN fanclub' as you call it - in fact I am moving elsewhere due to the appalling service levels and 'BTification' of a once excellent provider - I have called out the appalling issues encountered on more than one occasion, but like others on here who have a modicum of technical knowledge, I try to help where possible.

The problem we encounter though is those we try to help not helping us to help them, or not listening to\ignoring what they are told.

[#11]

In case someone finds this looking for an answer, I hate posts which never show the outcome or just say "I fixed it" without explaining.  I kept at it and eventually a series of engineers tracked down a faulty wire which they replaced and my 14/5Mbps is up to 40/9.5Mbps.  On the whole a fault which causes very bad performance will also be responsible for failures but the proof is in the pudding so we'll see.  For me the moral is to not give up and keep on at people until you get a solution you like.  I have to credit PlusNet though, while the main Customer Services dept. leaves a great deal to be desired in that they are essentially 'ticket-closers' as I call them, the Complaints people have really taken responsibility for getting it sorted out and stayed with me to what looks like a satisfactory outcome. 🤞