Major fault on PlusNet, would BT be any different?

ZeeDeveel · 16 Nov 2017 at 12:16

Hey folks, we've moved into a new apartment in a greenbelt area of Bristol. It's quite rural but it's hardly the middle of nowhere. We've had 3 OpenReach engineers come to try and get our internet operational, all have failed. The second one said he's done everything he could do and it still didn't work. The third said he believes the fault to be outside of the property, between the property and the local junction box. They're now talking about sending a cherry picker to inspect the overhead lines in the street.

PlusNet say there is a "high resistance imbalance" on the line. Loads of packets are coming back with errors and are having to be resent which is slowing down the line. I did a "Google sponsored" speed test by some Uni in America which showed my download speed to be a whopping 0.04mbps. PlusNet are guaranteeing the line should work between 1mbps-3.5mbps... which is slow but should be usable at least.

However, I've noticed that everyone else in the building is using BT. My GF spoke to one of our neighbours who said he tried PlusNet and TalkTalk and had all kinds of troubles so went to BT... I think everyone is using BT.

I don't see how BT would be any different though. As far as I'm aware they're using the same hardware, except the router which isn't the problem. If there's a fault on the line, there's a fault on the line, right? Though the engineer did switch our line to a spare one at the junction box within the property and it seems to be the same, I don't know what difference that would make if he thinks the fault is outside. I really don't want to use BT, they're expensive and the customer service has been the worst of any ISP I've dealt with. Any thoughts?

Many thanks!

Steveocee · 16 Nov 2017 at 12:25

What happens if you speedtest in the UK? It's illogical to think you would get a good result off the back of a server the other side of the world. Try speedtest.net or the BT wholesale tester.

Plusnet deliver down the same copper as BT so the chances are there would be no improvement on your situation as changing would not include a new copper connection from cab to yourself.

ZeeDeveel · 16 Nov 2017 at 12:29

Steveocee said:
What happens if you speedtest in the UK? It's illogical to think you would get a good result off the back of a server the other side of the world. Try speedtest.net or the BT wholesale tester.

Thanks for you input, I'm not at the property at the moment to retest elsewhere but without testing I can tell you that the speed would be exceptionally low. When it's working at it's best it can just about run a 240p YouTube video without stopping to buffer. At it's worst it won't even load a webpage. Generally it takes me about 15-20 seconds to load a random page on the BBC website.

MissChief · 16 Nov 2017 at 13:03

It's unlikely that you'll see a different result from another provider, short of 'please to be changing the microfilter and trying in the test socket' and being warned about potential charges if no fault is found on a visit. And maybe even being charged. It does sound like Plusnet and Openreach are working to get a resolution though so it might be worth sticking with them just now.

ZeeDeveel · 16 Nov 2017 at 13:45

Ok cheers, I'll stick with it for now.

ChrisD. · 16 Nov 2017 at 14:24

As above, won't make a blind bit of difference if the fault is between the cab and your house. If anything it will prolong matters as BT Retail would have to open a new fault with Openreach.

Sparx · 16 Nov 2017 at 20:44

Do you have a landline phone connected? If you pickup the phone, do you get a clear dial tone? Or do you hear any noise or distortion?

I presume if you've had OR out so much, they've replaced your internal master socket and wiring?

If no one else is having issues in the apartment block, it's clearly an isolated issue with your line. So it could be your actual copper line to the cabinet, or a damaged port within the cab, or a damaged line etc...

r7slayer · 17 Nov 2017 at 08:45

I would have thought that Plusnet would not differed too much from BT as at the exchanges it uses BT's hardware and mostly BT's backend network infrastructure. So sounds strange.

Felon · 18 Nov 2017 at 11:41

r7slayer said:
I would have thought that Plusnet would not differed too much from BT as at the exchanges it uses BT's hardware and mostly BT's backend network infrastructure. So sounds strange.

Correct,

Plusnet use literally all of BT's front-end and middle infrastructure, and only hand off traffic to Plusnet deep inside their network, via L2TP tunnels, so it won't really make any difference what provider the op goes with.

Unless there's an option to upgrade to FTTC, or do something that actually alters the local loop - there's aren't many options, other than to complain and threaten to take things further - especially if the op is paying full price for something that doesn't work properly.

r7slayer · 19 Nov 2017 at 01:11

Screeeech said:
Correct,

Plusnet use literally all of BT's front-end and middle infrastructure, and only hand off traffic to Plusnet deep inside their network, via L2TP tunnels, so it won't really make any difference what provider the op goes with.

Unless there's an option to upgrade to FTTC, or do something that actually alters the local loop - there's aren't many options, other than to complain and threaten to take things further - especially if the op is paying full price for something that doesn't work properly.

Not sure about middle as that's plusnet lol. If something happens at plusnet you can have all the customers calling in a certain area. Middle just passes it off to BT's backend to access the internet. For example you can select a certain profile at plusnet for the customer speed wise. I remember when i worked there some customer was on the new FTTP stuff 330/30 but they was only paying for a upto 76/20 product so i was confused. They said they was having speed issues but on the account i just whacked it upto 330/30 and told them to reset the modem and boom speed issues gone and they was gobsmacked at the speed they was getting. Wasn't till after the call i realised what happened. They are the "testers" for the FTTP as they can't get FTTC in their area so pay for a FTTC product as a tester under the acceptance there could be issues as a tester. but i just gave them full speed so i ****** up lol. That's middle infrastructure afaik.
For example the front end at the exchange will see @plusdsl.net and then pass the connection to plusnet the middle bit of the infrastructure where it deals with accounts / profiles all that crap. From there passes it to BT's backend which provides internet access. Plusnet does have some infrastructure but mostly uses BT instead of upgrading/extending their own for demand.

edit - apologies for not fully staring out the profanity. i thought the first letter was okay. Will ensure not to do this again thanks!