topic Re: Two months no internet, miniscule compensation and now pathetic speeds !!! in Broadband

Two months no internet, miniscule compensation and now pathetic speeds !!!

Povvercrazy — Wed, 13 Nov 2024 09:47:46 GMT

So my story starts in June 24, broadband went down but I was away for a month so didn't realise till I was home end of july.

Reported immediately to customer services, took them 8 weeks to be able to raise a fault with Openreach,

and when they finally came out couldn't find an issue, some one reset something Plusnet end and it seemed to fix it.

Hurrah!!! unfortunately I was away again for a month a few days after it was fixed.....

I came home last week and my internet speeds are appalling, between 3 - 18 Mbps and pings between 40-60

On a line that before June and ever since I was on FTTC would get pings of 10-12 and speeds of approx. 40 Mbps all day long!

I've also just noticed my account doesn't list a minimum guaranteed speed anymore ??

And where is my compensation for having two months with no broadband ? my only response is its automatic?

I've only had £29.28 payed into my account.

It just appears you no longer want me as a customer after over 10 years!

Brian

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

jab1 — Wed, 13 Nov 2024 09:51:06 GMT

Which router are you using? There is obviously a fault, but knowing the answer to my question helps in replying.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one the only option is to call Plusnet - 0330 123 9123

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

Povvercrazy — Wed, 13 Nov 2024 09:58:49 GMT

No phone line unfortunately,
It's a Hub 2, just very disheartened at the moment after the summer I've had with it all.
I did leave it a week to see if things would self correct.
Phone it is then

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

jab1 — Wed, 13 Nov 2024 10:04:03 GMT

OK. In that case please follow the below.

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'- if it will run. 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: Two months no internet, miniscule compensation and now pathetic speeds !!!

Povvercrazy — Wed, 13 Nov 2024 10:18:04 GMT

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

Povvercrazy — Wed, 13 Nov 2024 10:26:13 GMT

The Additional Diagnostics on Btwholesale have always come up with cant do further diagnostics for some reason

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

jab1 — Wed, 13 Nov 2024 10:26:22 GMT

Taking the status page into account with the BT Availability checker, you are below the Hand Back threshold and your SNR is too low. Call support and ask them to run tests.

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

Povvercrazy — Wed, 13 Nov 2024 10:28:12 GMT

Ty will do cheers

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

willcutforth — Wed, 13 Nov 2024 10:37:56 GMT

@Povvercrazy I have tested the line and there is an external fault for you. I have raised it to OR and it should be fixed in the next few days.

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

Povvercrazy — Wed, 13 Nov 2024 10:39:43 GMT

Awesome Thank you, Was just waiting for my mobile to charge up and ring you guys, cheers

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

willcutforth — Wed, 13 Nov 2024 12:21:47 GMT

No worries, let us know if you need anything else Won't be me after Sunday though as I am being re-deployed back to front line calls.

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

jab1 — Wed, 13 Nov 2024 12:23:07 GMT

That's a shame, @willcutforth . Who is your replacement?

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

willcutforth — Wed, 13 Nov 2024 12:35:23 GMT

@jab1 it will be a full new team for you who are trained in Early Life, Tech and Billing so they can cover all bases. Email support might not be their strong suit just to forewarn.

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

jab1 — Wed, 13 Nov 2024 12:43:28 GMT

@willcutforth Cheers. Just so long as they are as good as you, we shouldn't have any problems. 😀 . Email might not be a problem, there a couple of Super Users with a great deal more knowledge than me. I get lost with Windows programs as I've not used them for about 25 years.

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

willcutforth — Wed, 13 Nov 2024 13:36:15 GMT

@jab1 You guys have saved us no end over the years and that has helped us out! You'll get an influx of people who call up, on here as I will start recommending them 😀

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

Povvercrazy — Mon, 18 Nov 2024 09:30:14 GMT

Just a quick update, broadband issue now fixed, Openreach fixed whatever was broken and speeds are a lot better,

Thank you for everyone's help.

My next issue is where is the compensation for having zero broadband for 8 weeks over the summer?

Like I previously stated I have only received less than £30 added to my account!

Do I need to go through the Ombudsman ?

I was told this would be sorted automatically, 30 days after fault was fixed (fixed very end of September) its now mid November

Do I need to contact someone at PlusNet if so who?

Any advise please?

brian

Re: Two months no internet, miniscule compensation and now pathetic speeds !!!

Townman — Mon, 18 Nov 2024 09:38:21 GMT

Phone Plusnet support.