However.... I ran the new BTW speed test and was disappointed to discover I was "only" getting 37Mbps down and 8Mbps up (I know that's a lot faster than many people!). When I signed up for the service the estimate of my line speed was 80 down and 20 up, and that's what the BTW availability checker says my line should be capable of. I'm about 200m from the cabinet. I also noticed I was on an IP profile of 40Mbps down/10 Mbps up. Hmmm...
Rang PlusNet support who spent quite a while trying to convince me it was either the 10 day settling period or that my line wasn't capable of anything higher. I pointed out that 40 down 10 up sounded suspiciously like the Fibre Essentials package, rather than the 80/20 Unlimited one I had signed up to, but was assured I was definitely on the 80/20 service. Anyway, persistence paid off (thank goodness I wasn't trying to convince a script-driven Indian call centre, mentioning no particular ISPs) - he eventually went away to investigate and found that, yes, they had ordered the wrong product from BTOR and I was indeed on the 40/10 product. It was their fault and they would request a change, which would take 7-10 days (but would happily charge me for the 80/20 product in the meantime!).
So I'm not impressed by my first experience of PlusNet. I hope things improve. I'm left wondering two things:
How can PlusNet order the wrong service from BTOR? I signed up online and ordered the 80/20 Unlimited fibre product from PlusNet. Surely they don't have people printing out the orders in a back room and re-typing the details into the BTOR order system? I just checked the (automated) order confirmation I received by email from PlusNet and it does indeed say "Estimated Broadband Speed: 40 Mbps", so it seems their computerised order systems screwed up. Which makes me wonder if there are lots of other customers getting half the speed they are paying for, who either haven't noticed or have been successfully fobbed off by tech support.
And secondly, I thought the BTOR installer was supposed to install a new VDSL face plate on the master socket (and maybe even test the line, or am I living in the idyllic past?). My master socket is one with a built-in filter from the very original engineer installed ADSL service (512kbit/s). Does anyone know if there is any difference in the filter characteristics used now for VDSL? I'm not sure if the filter acts on the modem port or just filters the DSL frequencies out from the phone socket and extension wiring. Any of the experts here can tell me?
Sorry about the long post - needed to vent my frustration with a not very impressive fibre upgrade!
ISP: BE Unlimited
ISP: BE Unlimited