topic Support Escalations in Broadband

Support Escalations

bboyjnr — Sat, 13 May 2023 17:10:22 GMT

Hi All,

I raised a case with support 4 days ago due to having poor FTTC connection speeds, poor as in a drop from 70 to 2 mbps.

5 times I was asked to reboot my router, 3 times to factory reset my router, they even sent out a 3rd party (cube?) on day two to get some one to connect to my wireless network and my LAN to test when there is nothing wrong with my network, I have purchased a brand new modem router/router and still getting the same low connection speeds, finally they escalated to open reach and they did a remote test and said there is nothing wrong with the line. I called again this morning and was told I would get a call back by 6pm, 5.30 I call up and was told that there is nothing that can be done as open reach are still investigating (even though they told plus net it was all fine). Now I have to wait 3 more days for open reach to respond to plus net. So a week will have passed by.

I asked the plusnet representative if this could be escalated but was told this is not possible as there is no one available to escalate to.

So my question is there anyway to escalate this other than only getting through to a hymn sheet phone maverick?

p.s. been a plusnet customer for 15 years and this has been the worst experience in dealing with support.

p.p.s. looks like this place is dead given the posts and replies

Apologies for the rant btw!

Re: Support Escalations

Baldrick1 — Sat, 13 May 2023 20:03:43 GMT

@bboyjnr Welcome to the forum.

Are you measuring your speed over wireless or by connecting a computer to your hub via Ethernet? If wireless what speed do you get over Ethernet?

When the speed is slow does your telephone work?

Re: Support Escalations

bboyjnr — Sun, 14 May 2023 09:11:00 GMT

@Baldrick1 thanks!

Not sure if you read my post fully but there is nothing wrong with my home network or wireless.

The connection speeds are taken from my WAN connection on my router and the same connection speed is observed on the new router.

My issue is with plus net support and lack of it. open reach are also to blame in incorrectly diagnosing what appears to be line degradation as I have exhausted all trouble shooting steps.

So I am guessing there is no way to escalate support cases over a weekend and my only option is to get through to another assistant who will try and trouble shoot the issue again and again, some don't bother to read the case notes after taking all my details and ask exactly the same question as you have your self @Baldrick1

Day 5 - "0.8 mbps UP - 2 mbps down CURAHEEEEEEEEE!"

Re: Support Escalations

adamwalker — Sun, 14 May 2023 09:42:48 GMT

Hi @bboyjnr I can see we've had a look at this yesterday for you and as we need to look at booking an engineer visit as the next step we need to wait for the fault to move over to the right status to allow us to do it.

By the look of things that should happen tomorrow .

Adam