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Warning to potential Plusnet customers

 

When we set off for Spain in April, leaving our home for holiday rental (pretty much fully in use), we paid Plusnet for high speed broadband – 80 meg download, 25 meg upload. We’d previously used Plusnet for normal broadband without issue.

We started to get dropouts occasionally where the router would lose the signal and occasionally not recover. We put in a 24-hour timer as belt and braces – resetting the router every 24 hours. Not ideal but it works and has done since April – it is now July.  I’ve not checked the broadband for a few days and yesterday checked – the signal had reduced to 5 meg download, 1 meg upload. Bear in mind when reading below this has all worked since April – we’ve used the high speed transfer throughout the time we’ve been in Spain – something I seem to have singularly failed to get through to the Plusnet “advisor”.

I checked again this morning and no difference, still this horrendously slow broadband. I noted the router said that the potential as 80 meg upload and 25 download but also showed considerable errors on download. The BT exchange will no doubt be aware of this and will have likely limited the signal accordingly.

I contacted Plusnet support for help…

 

at 9:26, Jul 9:

You are now chatting with Matt D.

Matt D

at 9:26, Jul 9:

Good morning, I’m Matt D. How can I help?

Peter Scargill

at 9:26, Jul 9:

Hi matt – I need help/ If you check our account – you will see we have had dropout issues with the high speed broadband and have implemented a nightly reset of the router. We are in Spain, not at our home in Northumberland where the router sits – but can remote in. We noticed slow access to the UK and yesterday I did a speed test. We should get 80 meg download, 25 meg upload. We are getting 5 meg download, 1 meg upload. Today the results are identical – yet we are being charged for high speed.

Peter Scargill

at 9:27, Jul 9:

There are a large number of errors showing in the router logs so I suspect an exchange issue.

Matt D

at 9:27, Jul 9:

Hi Peter

Matt D

at 9:28, Jul 9:

I speed tests cant be accurately run remotely like that and a nightly reset will reduce the speed the exchange is sending down your line so it would be a good idea to stop that

Peter Scargill

at 9:30, Jul 9:

Firstly cannot stop that – needed to ensure router stays up. Secondly this has worked at high speed since April (we’ve been in Spain since April). I’m using VNC to look at PC at home – trust me – something is limiting the bandwidth to 5Meg and one meg upload… I can see the PC screen at home.

Peter Scargill

at 9:31, Jul 9:

I don’t know when this started -but 1 meg upload would make it impossible to view a movie here in Spain and we watched one only last week so this change has happened only in the last week or so?? or less – I don’t know.

Matt D

at 9:31, Jul 9:

Resetting the router will reduce the speed profile Peter, your are damaging your own connection by doing that

Peter Scargill

at 9:32, Jul 9:

But we have no alternative. If you look at our records no matter how much info I sent you we could not keep the router running reliably – and BT could find nothing. In April to ensure reliable internet we implemented a nightly timer on the router. It has worked since April. Why now…

Peter Scargill

at 9:33, Jul 9:

The router incidentally was a brand new TPLink with specific settings for Plusnet.

Peter Scargill

at 9:33, Jul 9:

The router is reporting correct speed potential. but the actual data rate appears limited to 5 meg.

Matt D

at 9:34, Jul 9:

While ever you are turning that off we wouldn’t be able to look into any speed issue Peter and we cant support any issues you are having whilst trying to stream from your home computer whilst you are in a different country

Peter Scargill

at 9:35, Jul 9:

It is surely of no business what I am using the broadband for – I could be streaming from Bellingham to London – that is NOT the issue – I am screen remoting into the machine in the UK and in a browser THERE – speedtest.net is showing 5 meg download, 1 meg upload.

Peter Scargill

at 9:36, Jul 9:

The overhead for the screen share is minimal and would have no effect on the reading.

Peter Scargill

at 9:36, Jul 9:

From April until only a matter of days ago this was NOT happening.

Matt D

at 9:36, Jul 9:

Well unfortunate we cant do through any diagnostics with you whilst you are not at the premises Peter so if you get back to us when you are at the premises we can take it form there with you

Peter Scargill

at 9:37, Jul 9:

I am not back there until October..

Peter Scargill

at 9:38, Jul 9:

This is unacceptable – I have just explained that the high speed internet has been operating since April without any serious issues – and all of a sudden has dropped dramatically – this has nothing to to with Spain – there must be an issue with the line or exchange.

Matt D

at 9:38, Jul 9:

NO fault can be raised without going through internal premises checks from Peter

Peter Scargill

at 9:39, Jul 9:

I can tell you what is happening – what difference does it make if I am physically there. I can even produce records of any outages .

Peter Scargill

at 9:39, Jul 9:

I have a Raspberry Pi keeping track of outages – I know for example that twice in the last 48 hours we’ve lost Internet connectivity.

Matt D

at 9:40, Jul 9:

Ok Peter we will do the checks now then

Matt D

at 9:40, Jul 9:

Can you remove the cover of your master socket and connect into the test socket please

Peter Scargill

at 9:41, Jul 9:

Was that an attempt at sarcasm? I did just say I am in Spain!!! I can give you any information – but cannot physically change sockets.

Peter Scargill

at 9:42, Jul 9:

The only person who could do that is also here with me.

Matt D

at 9:42, Jul 9:

And we cannot raise any fault without first ruling out internal issues at the premises Peter

Matt D

at 9:43, Jul 9:

Is there anything else I can help you with today Peter?

Peter Scargill

at 9:43, Jul 9:

I can tell you that the incoming line goes to a brand new box fitted by BT just before we left – only ONE phone is attached and the lead to the router (and no-where else) is a mere foot or so long. There is very little chance of an issue there.

Matt D

at 9:43, Jul 9:

Those arnt checks Peter

Peter Scargill

at 9:45, Jul 9:

I am lost for words at this lack of help. It looks like I have to pay for high speed broadband while not getting it until October. I have no option but to go to the regulator for help. Thanks for nothing Matt.

Comments are closed.