topic Re: Why I am leaving Plusnet in Broadband

Why I am leaving Plusnet

serenfach — Tue, 19 Mar 2024 11:52:24 GMT

Thank you for your call today as discussed it seems like you have had some speed issues after running multiple diagnostic its seems like there is no fault on the line and after doing a speed test on your end you got 0.23mbps which is above your minimum guaranteed speed.

Kind regards,

My minimum speed was 0.4. I was previously getting around 1meg. Despite line checks etc, my speed remained below 0.4. Of course you cannot use the internet at that speed - nothing loads.. Despite numerous calls, I was told that was the speed I could get and nothing they could do and I would be charged my normal rate.

I have been with Plusnet for years and years and did not expect this level of customer service. I am leaving today so just thought I would warn other customers that Plusnet is going downhill fast!

Re: Why I am leaving Plusnet

Baldrick1 — Tue, 19 Mar 2024 12:23:16 GMT

@serenfach

I see that you have been having problems with your line speed for many years. Are there any alternatives to ADSL at your location? What do you get if you put your phone number in here https://www.broadbandchecker.btwholesale.com/#/ADSL or considered using mobile, should you have a signal.

Are you aware that if you leave that you may be liable for a early cancellation charges, may lose your emails, will need to take a digital landline phone (if you want to keep your landline phone service) and if you move to another supplier that uses the BT network, end up with exactly the same speed.

Have you checked your current contract for the latest quoted guaranteed speed? This is the figure that you should use for another engineer visit.

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

Re: Why I am leaving Plusnet

serenfach — Tue, 19 Mar 2024 12:24:49 GMT

No fibre in the area. No, it was agreed I would not have a cancellation fee as Plusnet had broken the contract. Yes, I have moved to air fibre, now getting 152 meg download and 38 meg upload. Yes, I have moved my phone number. My email was not with Plusnet.

I have finally joined the 21st century....

Re: Why I am leaving Plusnet

Baldrick1 — Tue, 19 Mar 2024 12:29:11 GMT

@serenfach

Thanks for replying. Your move to this service is clearly the obvious choice.

Re: Why I am leaving Plusnet

Townman — Wed, 20 Mar 2024 08:50:43 GMT

If a user is on a long copper circuit and BT Openreach has not deployed either FTTC or FTTP to a location then there is indeed nothing Plusnet can do to address the physics of very slow ADSL.

Such lines might not exhibit a discernible fault but a small variance in tolerance can impact performance … as can electrical noise. You sound remote - unfortunately BT Openreach has not yet delivered fibre to every nook and cranny of greenery!

In some locations there are only AltNets delivering fibre … with no competition on retail prices.