Imaginary Line Speeds

We are a new customer of PlusNet. We ordered a new phone line and the Fibre BB. The new line installation is due this coming Friday by OpenReach. So, it was a bit surprising when PlusNet were proud to inform us today that we are getting 78Mbps on our imaginary service!

Dear XXXXXXXX,

Account username: YYYYYYYYY

When you signed up for your broadband account, we performed a check on your telephone line to give you an estimated speed your line might achieve.

Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.

Estimated line speed: 17Mbps
Current line speed: 78Mbps
You can keep a track of your line speed through our website:

It makes you think what b.....t they'd give out if you had real line speed problems. Hey Ho

Mel

Congratulations, that's an excellent performance. Now you just have to hope the real line can match the speeds of the virtual one

The current line speed is the Plusnet copy of the BT IP Profile. They use it when prioritising the traffic down your line. Before they receive the first delta report from BT after the line has gone live they set it to the maximum possible which for FTTC is 78mbps.

I assumed that's what was happening - thanks for the confirmation. A simple "Has this customer gone live yet?" test in their admin computer's programs would have stopped silly emails being sent out also! I'll now sit back and wait for my first £0 bill which must be paid immediately!

Make sure you pay it or they'll keep pestering you and might cut you off for non-payment!

Installation Friday has now arrived.

And, I now have a new phone, but NO FIBRE BB. PlusNet's super intelligent computer automatically cancelled my order with OpenReach YESTERDAY. The sales prevention module in their app kicked in and kicked out my order - the humans at OpenReach were taking too long to install my line. So, TODAY the OpenReach engineer couldn't complete the job because PlusNet had cancelled it YESTERDAY. Doh.

So, we still have imaginary line speeds of 78Mbps - probably for another two weeks, that's while the PlusNet computer attempts to makes more work for the PlusNet support team.

Will I ever see any real speeds from this?

In the meantime, Virgin have doubled the line speed of my cable connection to 20Mbs - Why oh why bother with PlusNet?

Mel

Hi there,

Really sorry to hear that, any chance you could drop me a PM with your username so we can look into this for you?

Fibre now installed - 72Mbps is real, not imaginary - Hip Hip Hooray!

It took six weeks instead of the PlusnNet initial estimate of two, but there you go, it's all history now.

Is it worth it? Yes. So far, based on two days usage, it's rock solid, but I'm still to fully understand the TBB speed test.

Cheers

Mel

____________________________________________________________________

PlusNet Fibre Unlimited

Speed Test

Edited by deleted (Thu 21-Mar-13 09:18:31)

Really glad to hear that's been sorted.

Do let us know if you have any other issues.

Adam