topic Re: contact Plusnet about slow broadband in Broadband

contact Plusnet about slow broadband

Jtate1 — Tue, 17 Oct 2023 12:54:30 GMT

My Broadband is 1.43mbs and I believe should be 6-9.

Text fault reporting fails every time.

I have problems speaking and hearing by phone.

I can't find chat or an email contact.

I don't use Twitter (and I don't think social media should be used for commercial matters)

Please, how can I contact Plusnet?

In the meantime I'm using my pitiful broadband to check out other providers. My Plusnet has been faultless for years but now there's a problem I can't even contact them

Re: contact Plusnet about slow broadband

jab1 — Tue, 17 Oct 2023 13:08:13 GMT

@Jtate1 Welcome to the forums. Unfortunately, there is no text/email support for these issues, but you have found an avenue which should hopefully assist you.

From the figures you quote, I am assuming you are on an ADSL connection? From what you have said, you do have a problem - unfortunately the bots do not always pick these up, and it falls to a process of elimination via these forums.

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: contact Plusnet about slow broadband

Baldrick1 — Tue, 17 Oct 2023 13:33:40 GMT

Moderator's note: Thread moved from Plusnet Feedback to Broadband

Re: contact Plusnet about slow broadband

bmc — Tue, 17 Oct 2023 13:47:52 GMT

@Jtate1

In addition to what's already been said you can register with PN for additional support due to your speaking / hearing problems.

I don't have the link to hand but if you look through the Help pages you should find it.

Brian

Re: contact Plusnet about slow broadband

Baldrick1 — Tue, 17 Oct 2023 13:50:03 GMT

@Jtate1

First of all is your telephone working? If not thenyou need to report a phone fault to however provides your phone service. If Plusnet or if you do not have a phone then why doesn't the mobile phone text service, See https://www.plus.net/help/report-a-problem/ work if you report a broadband problem

An older slower method of reporting a fault, which I believe still works is: https://faults.plus.net/.

If you try to change service whilst you have a network fault will result in it taking even longer to fix as you will simply take it with you and have to start again.

Re: contact Plusnet about slow broadband

Dan_the_Van — Tue, 17 Oct 2023 13:50:09 GMT

@Jtate1

This is the link being mentioned

https://www.plus.net/help/legal/accessibility/

Re: contact Plusnet about slow broadband

jab1 — Tue, 17 Oct 2023 13:51:30 GMT

Just beat me to it, @Dan_the_Van .

Re: contact Plusnet about slow broadband

jab1 — Tue, 17 Oct 2023 13:55:21 GMT

@Baldrick1 wrote:

@Jtate1

First of all is your telephone working? If not thenyou need to report a phone fault to however provides your phone service. If Plusnet or if you do not have a phone then why doesn't the mobile phone text service, See https://www.plus.net/help/report-a-problem/ work if you report a broadband problem

An older slower method of reporting a fault, which I believe still works is: https://faults.plus.net/.

If you try to change service whilst you have a network fault will result in it taking even longer to fix as you will simply take it with you and have to start again.

All covered (I think) in my original post. The old 'faults.plus.net' link still works, but is excruciatingly slow to get a response on.

Good point re: changing providers with a current fault, though.

Re: contact Plusnet about slow broadband

Townman — Tue, 17 Oct 2023 14:09:30 GMT

If the broadband fault checker is failing ... try using the phone fault checker. You need a good working phone line for broadband to function properly.

Re: contact Plusnet about slow broadband

Jtate1 — Tue, 17 Oct 2023 15:20:07 GMT

Many thanks. The links were helpful up to a point.

I've established that it's a line problem (the phone is very crackly.) I plugged a corded phone into the master socket and it was still crackly, just as before. So I went for the 'report a fault' option, but that lead me to the text option which doesn't work. The alternative is a phone number and I have problems with that, especially over a noisy line.

So I still can't report the problem, unless it can be reported through this forum.

Many thanks to everyone who's kindly made suggestions here! I'm some way nearer a solution...

John.

Re: contact Plusnet about slow broadband

Baldrick1 — Tue, 17 Oct 2023 15:37:38 GMT

1. What do you mean by the text option ‘doesn’t work? Are you fully following the instructions?

2, Did you try https://faults.plus.net/?

Re: contact Plusnet about slow broadband

jab1 — Tue, 17 Oct 2023 15:37:13 GMT

@Jtate1 You say the text option doesn't work - in what respect? As I'm no longer a PN customer, I can't test it, but as I understand it, you follow the guide below, which merely involves texting 'PHONE' to the supplied number.

Re: contact Plusnet about slow broadband

Jtate1 — Tue, 17 Oct 2023 15:55:39 GMT

The text option doesn't work! I sent three texts to 07800008121 and all of them failed.

As to the faults.plusnet link, many thanks. It helped me to establish that the oroblem is in the line - but when it came to reporting the fault there's only the text option, which didn't work, and the phone number, which I have problems with, especially on a noisy line.

Many thanks to you and other contributors for all your excellent help. I'm very grateful - but apart from writing it here I still haven't been able to communicate the fault to Plusnet.

John.

Re: contact Plusnet about slow broadband

jab1 — Tue, 17 Oct 2023 15:58:17 GMT

As I'm curious - in which way did they 'fail'?

Re: contact Plusnet about slow broadband

jab1 — Tue, 17 Oct 2023 16:00:23 GMT

@willcutforth - can you assist?

Re: contact Plusnet about slow broadband

Jtate1 — Tue, 17 Oct 2023 16:00:53 GMT

They didn't work. It says Failed n my mobile screen. Not received I assume,

Re: contact Plusnet about slow broadband

jab1 — Tue, 17 Oct 2023 16:04:00 GMT

Can you twxt other numbers - I've never seen anyone else reporting that problem?

I've tagged one of the Help Team, so hopefully there will be help on the way.

Re: contact Plusnet about slow broadband

willcutforth — Tue, 17 Oct 2023 16:25:09 GMT

Hey there @Jtate1 that is strange! I used to work on the dialler system which is the team that, that would have gone through to and I haven't heard of it happening! Any chance you can just try texting it and screenshotting it for me? Just so I can get it looked into.

Also like @jab1 said can you text other numbers?