My line information can be found here
I originally moved over to Sky last March on an 18 month contract
I was getting 65.78/18.76 with a 10ms ping: https://beta.speedtest.net/result/8720262232
Before Sky I was with Vodafone on 62.01/18.04 with a 13ms ping: https://www.speedtest.net/result/7418363105.png
My Exchange (Lowestoft) has Sky LLU so would of been connect up to that, the speeds started to lower and by January it was sitting at 49mb down and 20mb up (minimum guaranteed line speed of 51mb).
I contacted Sky and thought before I move I will get BT OR out to double check as didn't want to move a problem from one supplier to another. They visited about 7 weeks ago determined the original overhead into the property and changed this over and troubleshot everything else (I already was on a filtered faceplate). Engineer left and the speed stayed the same so decided I would leave Sky early they advised that as they couldn't meet the guaranteed line speed I could do this early without charge.
For comparatives sake I performed a speed test with Sky Thursday morning it was at 49/20 and when Plusnet went live I am now getting 30mb/10mb which is 2/3's of the download speed and half the upload I am also seeing double the ping time - game quite frequently and this is important...
I tried calling PN Friday and Saturday both days they weren't taking calls, but by Sunday I got through to someone, had a bit of a moan but understand the current wait due to the Covid issues. I asked their customer support specifically have they put me on the right product. He advised yes you are on the 80/20 product. I don't know why you aren't getting a higher speed (minimum guaranteed speed with PN is 50mb). He raised an issue again with BT OR.
I had an engineer call this morning about 8am, the engineer confirmed I am not on an 80/20 package and it appears I am on a 40/10 package. He did note that call centres in India are currently limited with the current situation and would probably need to raise this with a UK call centre.
Very disappointed that PlusNet tell me I am on the correct package (verbally) and BT OR engineer tells me my line is capped at the lower rate, this is schoolboy stuff...
When I look at my Plusnet portal it is showing something different to what I am getting, with a speed of 78mb!
Look at the stats as of this morning, within 2/3Kbps off 40/10.
UP Speed___Down Speed__SNR Upstream_SNR Downstream
9,997 (Kbps) 39,998 (Kbps) 15 (dB) 5 (dB)
I spoke with the engineer up the pole double checking terminations and the cabling, I asked if he could do what he can to the line to try and get me back up to the speeds I was achieving, since this morning PN have put another note on the system, I tried calling but their lines are again no longer being answered (don't even get an option to wait).
Plusnet have put another note on the system stating :
Modified order on Wholesale to 80/20.
Order completion is by 01/04/2020 00:00:00 at latest.
Is it really that difficult or have they just made a meal out of this whole process. I'm waiting for them to email me saying April Fool but I wouldn't even find that funny at the minute.
With my stats can I still expect to achieve what I have previously, it appears from the downstream SNR I probably aren't going to squeeze much more out of my line if I am reading correctly.
If I do not get up to the 50mb minimum speed can I leave without penalty?
Who would you suggest to go to, back to Sky for their LLU? Was even thinking Zen or Uno.
Thanks in advance for any advice
Edited by benbird7 (Tue 31-Mar-20 14:37:51)