Home
 » ISP News » 
Sponsored

UPDATE2 Plusnet Botch 38Mbps to 52Mbps Fibre Broadband “Upgrade”

Tuesday, August 2nd, 2016 (4:33 pm) - Score 3,949

Customers of PlusNet’s superfast Fibre Broadband (FTTC) packages, specifically their legacy ‘up to’ 38Mbps (20Mbps upload) subscribers, have been left in a state of frustration after the ISP’s plan to upgrade them on to the new ‘up to’ 52Mbps (10Mbps upload) tier didn’t go quite according to plan.

The “upgrade“, which occurred on 1st August 2016, was originally announced in June 2016 as part of Plusnet’s annual price rise (here). Unfortunately when Monday came the ISP had managed to lower the upload speed to 10Mbps as expected and yet the download rate somehow remained locked to the previous 38Mbps profile instead of pushing to 52Mbps.

A Spokesperson for Plusnet told ISPreview.co.uk:

“We are aware some customers due to receive our upgrade from their 40/20 package to 55/10 are not receiving the full download capacity. We’re currently investigating why this has happened and will continue to keep customers regularly updated.”

At present most of those on the ISP’s up to 38Mbps (20Mbps upload) service are actually making use of the more expensive 80/20 (UP/DL) wholesale FTTC product, albeit capped to the lower download speed of ‘up to’ 38Mbps. This is an odd choice given Plusnet’s low cost focus and partly explains why they wanted to adopt the cheaper 55/10 product, which would still give eligible subscribers a download boost but at the cost of upload performance.

However those who already received less than the headline download speed of 38Mbps would see no benefit from the new 52Mbps profile (it doesn’t magically improve the copper VDSL line itself), yet they would lose out on upload performance. Suffice to say that the announcement was not as popular as Plusnet might have hoped and botching the “upgrade” certainly hasn’t helped matters.

It’s worth pointing out that the original 38Mbps (20Mbps upload) Unlimited Fibre package was discontinued for new subscribers in 2015 and if you try to take the same package today then your upload rate will only be 2Mbps, which is based off the cheapest 40/2 FTTC product tier. Several related topics about the problematic upgrade can be found on Plusnet’s forum, including this rather lengthy one.

UPDATE 6:58pm

We did ask how long it might take to resolve, although Plusnet are currently unable to offer an ETA.

UPDATE 3rd August 2016

A Plusnet spokesperson has informed us that they’re “still working hard to resolve this issue and hope to have a fix in place soon,” which isn’t all that different to what they said yesterday.

UPDATE 5th August 2016

Reports are coming in that some customers are now seeing the expected 50Mbps download speed, although upload performance still seems to be a mix of 10Mbps or 20Mbps.

Leave a Comment
10 Responses
  1. Bob One says:

    Thank you for picking this up. Your article is well balanced and accurately describes the problem with the ‘upgrade’. As User Bob1 on the thread you linked to, I can say that what has annoyed me most is not that Plusnet botched the changeover (which they did), it is that Plusnet have not kept us updated AT ALL, let alone ‘regularly’ as their spokesman told you.

  2. Davd Robinson says:

    Another Plusnet User here who’s download speed remains locked to 37/38Mbs (I should be able to get around 52 as my line is rated for 64) and upload went from 11 to 9Mbs, my contract is up on Sunday, if it’s not sorted by then I’ll be looking for a new provider.

  3. Tom says:

    I was a fairly happy Plusnet customer until yesterday.. However given the lack of response and updates regarding the current issue I am very disappointed . I accepted Plusnet’s promise regarding the 55/10 service and chose to stay when emailed me last month. If they don’t get this sorted quickly, then I will not be renewing my line rental saver with them and will be leaving as soon as I am contractually allowed to do do. A clear shambles motivated by Plusnet’s desire to cut costs and increase profits. They can not honour their contract with apparent impunity however if I break my contract with them I’m hit with additional charges.

  4. John says:

    PlusNet have already accepted that this is a detrimental change in service which means that they can’t levy early termination fees on anyone fleeing for their sanity.

    So it would be entirely fair and accurate to label it as a fibre broadband DOWNGRADE. There’s no need for the quotes around “upgrade”!

  5. Andrew says:

    What annoys me is that i have just renewed my contract and what a shoddy and unhelpful company they are. We have had no feedback from PN and i would like to know what they plan on doing to compensate for this lack of service and communication!.

  6. Ignition says:

    So Plusnet’s own internal profile they use to shape traffic for every customer doesn’t seem to have gotten the memo that these customers should be on 55Mb tiers it seems.

    There’s an awful lot to be said for just letting the bits flow.

    1. karl says:

      It has to be some borked line profile system somewhere.

  7. Bloke says:

    From 40/20 to 52/10 ?!?!

    That’s a massive downgrade in my book.

  8. zxzx says:

    I’m a new customer of their 38mbit/s fibre offering and now am experiencing anything from 1-10mb/s speeds in the evenings but close to 38mbit/s in the mornings. I’ve been troubleshooting everything from the line to wifi but the issue seems to be on their end.

  9. David Broome says:

    I am on 40mb fibre, never received notification of any upgrade.
    For last two weeks I have been gettign terrible speeds , dropping to 1/2 meg at times and they have not resolved it.
    I will be seekign a new provider in coming days.

Comments are closed.

Comments RSS Feed

Javascript must be enabled to post (most browsers do this automatically)

Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message. By clicking to submit a post you agree to storing your comment content, display name, IP, email and / or website details in our database, for as long as the post remains live.

Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.

NOTE 1: Sometimes your comment might not appear immediately due to site cache (this is cleared every few hours) or it may be caught by automated moderation / anti-spam.

NOTE 2: Comments that break our rules, spam, troll or post via known fake IP/proxy servers may be blocked or removed.
Cheapest Superfast ISPs
  • Hyperoptic £15.00 (*25.00)
    Speed 50Mbps, Unlimited
    Gift: None
  • Vodafone £19.50 (*22.50)
    Speed 35Mbps, Unlimited
    Gift: None
  • NOW £20.00 (*32.00)
    Speed 36Mbps, Unlimited
    Gift: None
  • Shell Energy £21.99 (*30.99)
    Speed 35Mbps, Unlimited
    Gift: None
  • Plusnet £22.99 (*38.20)
    Speed 36Mbps, Unlimited
    Gift: £65 Reward Card
Large Availability | View All
Cheapest Ultrafast ISPs
  • Hyperoptic £20.00 (*35.00)
    Speed: 150Mbps, Unlimited
    Gift: None
  • Vodafone £24.00 (*27.00)
    Speed: 100Mbps, Unlimited
    Gift: None
  • Community Fibre £25.00 (*29.50)
    Speed: 300Mbps, Unlimited
    Gift: None
  • Gigaclear £27.00 (*59.00)
    Speed: 500Mbps, Unlimited
    Gift: None
  • Virgin Media £27.00 (*51.00)
    Speed: 108Mbps, Unlimited
    Gift: None
Large Availability | View All
The Top 20 Category Tags
  1. FTTP (3499)
  2. BT (3008)
  3. Politics (1923)
  4. Building Digital UK (1917)
  5. FTTC (1882)
  6. Openreach (1821)
  7. Business (1675)
  8. Mobile Broadband (1469)
  9. Statistics (1405)
  10. FTTH (1364)
  11. 4G (1271)
  12. Fibre Optic (1165)
  13. Virgin Media (1159)
  14. Wireless Internet (1151)
  15. Ofcom Regulation (1139)
  16. Vodafone (836)
  17. EE (830)
  18. TalkTalk (760)
  19. 5G (760)
  20. Sky Broadband (744)
Promotion
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules , Contact