Poor broadband with plusnet

Hi.
Previously we had adsl broadband from sky and download speeds were consistently about 7-8Mbps and the connection was very reliable.

About 6 weeks ago we switched to plusnet and I was expecting a similar service but the connection has been very poor; lots of disconnects, and slow downs. The “guaranteed” speed from plusnet is 2.5mbps

Plusnet sent someone from open reach who couldn’t find a problem but replaced the wall box disconnected the internal wiring and ordered a replacement router anyway.

The situation feels like it has improved but speeds are approximately 4-5mbps (reported by Speedtest) and frequently video steaming is blocky and we struggle to hold a video call (occurs more than once per day). I suspect that sometimes the speed is less than the 2.5mps.

The problem isn’t the WiFi as the situation is unchanged when using a wired connection to the router.

Suggestions?

Are there any tools that I can use to continuously monitor the download speed / ping? (E.g over night or during the day when I’m out)?
I have tried think broadband’s BQM but the plusnet sagemcom router doesn’t support it)

Thanks!

Even with Sky you appear to have been below the 10Mbps you are 'entitled' to.

https://www.ofcom.org.uk/phones-telecoms-and-interne...

In reply to a post by Frosty12345:

Suggestions?

It is interesting you had 7 to 8 Mbps with Sky, however even this speed is quite low.

Have you checked on the BT Wholesale checker what is available on your line?
https://www.broadbandchecker.btwholesale.com/#/ADSL

You might be able to get FTTC (VDSL) with faster speeds, but this will cost a little more money, e.g. £4 with Plusnet - they charge £18.99 for ADSL or £22.99 for FTTC (VDSL).

If you cannot get anything faster in your area, then the other poster mentions the Universal Service Obligation which is available only through BT (or KCOM in certain areas), but this only

In reply to a post by Woolwich:

Even with Sky you appear to have been below the 10Mbps you are 'entitled' to.

Whilst that is true, the OP may be able to order FTTC or even Virgin Cable. The USO wouldn't apply in that case.

Plusnet will def be supplied using BT equipment, Sky may be supplied using their own if you're on on a llu exchange for them,pre fibre we found the unbundled service from sky a lot faster than the service provided by BT at our exchange

Post deleted by steve195527

Check Plusnet Current Line Speed here (you need to logged in first): https://www.plus.net/member-centre/broadband and what does it say?

Here is my example copy from it:

Your broadband service

Product: Unlimited Fibre Extra
Estimated Download Range: 60 - 72Mbps
Estimated Upload Range: 17 - 18Mbps
Minimum Guaranteed Speed: 55.6Mbps
Current Line Speed (Download): 78Mbps

Edited by adslmax (Sun 09-May-21 18:43:47)

Thanks for all of the replies so far.

Other faster services including fibre to the home are available in this area.

Over the past years I’ve changed provider multiple times, the performance has always been broadly similar until this time with plusnet where it is noticeably much worse.

Previous providers sky / nowtv / talktalk etc all offer LLU so presumably the bottleneck is plusnet’s equipment.

The response from plusnet is along the lines of “the speed you get is above the guaranteed minimum therefore live with it”.

While plusnet may be correct at the specific point in time where they test the line, I’m fairly certain that the speed is variable is not reliably above the threshold and there are times when the speed drops considerably. Therefore I’d like suggestions for a tool that can monitor the line for a period to see if I’m right (the speed is highly variable), or it’s my imagination (the service is reliable).


From plusnet website (as of today):
Product: Unlimited (Contracted)
Estimated Download Range: 5 - 7Mbps
Estimated Upload Range: 1Mbps
Minimum Guaranteed Speed: 3.8Mbps
Current Line Speed (Download): 6.7Mbps

From the original signup:
Estimated peak time speeds:
Download: 4 - 9Mb
Upload: 1Mb
These are the speeds your line is capable of at peak times.
Minimum Guaranteed Speed: 2.5Mb
This is the minimum speed you should expect to achieve on your line.