Plusnet fibre broadband

Quicky

Hi,


I've had Plusnet fibre for two months now. The first month was excellent (75Mbps), but since then the speeds I've been receiving are a fraction of what I should be expecting (now 8Mbps), and are actually less than the speeds I was achieving when I had an ADSL connection. Plusnet are blaming BT and saying that there is no estimated date for a fix for the issue. I've asked for compensation for the problem but as they are blaming BT they are saying that there is nothing they can do.


As far as I am concerned, my contract is with Plusnet and I'm paying more for a service that is worse than the service I was paying less for before. How can they legally do this? I appear to be being held to ransom over a service they claim to have no control over. If this were an energy company, I'm sure the legality of this contract would be called into question. Can anybody help me out?



Cheers,


Quicky

Quicky

More details regarding the issue can be seen on the Plusnet forums, with the topic called "Incredibly slow fibre speeds". Moneysavingexpert will not let me post links as I am a new user, but the rest of the link is here: community.plus.net/forum/index.php/topic,132995.0.html

JJ_Egan

You are waiting on BT OR then Plusnet will not compensate you .You could ask Plusnet will they cancel the contract without penalty they probably wont . Your service is up to and with a known ?? BT fault .
If you did cancel the contract then with your new ISP you are in the same boat waiting for BT OR and probably further down the list .

kwikbreaks

Your PN forum link...

http://community.plus.net/forum/index.php/topic,132995.0.html

Have you checked what PN say is your linespeed now?

You'll need to login to your PN account before this shows...

https://portal.plus.net/my.html?action=data_transfer_speed

I suspect it must be well down as there is no general PN issue - my own fibre has been running fine ever since I signed up nearly a year ago.

===

Having read through your PN forum thread I see the problem has been diagnosed. I'm not up on current terminology but it looks like they are talking about severe congestion on your exchange backhaul. Fixing that sort of thing is usually a keyboard job as they retain unused capacity but it looks like this isn't the case for you. I suspect BT are going to have to run some new fibre which won't be an instant fix.

===

Reading further still it seems that isn't the case and they're saying something about a battery contact now.

Hopefully OR will get it sorted soon. I'd have expected that PN would give you some sort of compensation as a goodwill gesture but it seems not.

Roger1

kwikbreaks wrote: »

You'll need to login to your PN account before this shows...

https://portal.plus.net/my.html?action=data_transfer_speed

Thanks for this. My own Plus fibre was very slow last night so I just used this to check. I get:

Estimated line speed:
48Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-08-10 15:17:32
Current line speed:
41.2 Mb

so an estimate over 2 months ago was 48 Mb and 'current' speed is 41.2 Mb.

That's slower than I would like and I assume is because we are a couple of streets away from the green box. We're in Barnet, North London. Any idea if this can/will be tweaked? Thanks.

kwikbreaks

If it actually started out at 48Mbps and has fallen it's probably the result of higher uptake of FTTC increasing crosstalk. It could just be a inaccuarate initial estimate. It won't be a big enough drop to trigger any investigation though.

Pincher

It would be amusing if all the desertions from ADSL to fibre has freed up old broadband bandwidth, and all the congestion is now on fibre connections. Have to say my PlusNet 13Mbps ADSL is working like a dream. Even 3D demos on the Samsung TV is smooth.

kwikbreaks

It looks like most ISPs are now providing sufficient capacity for their customer bases - far fewer complaints about evening congestion seem to crop up.