topic Re: Terrible connection to multiple devices, need number for customer service in Full Fibre

Terrible connection to multiple devices, need number for customer service

Chargrange — Tue, 18 Jan 2022 22:57:59 GMT

I’ve been with plus net for several month and while customers service is great, the connections are not. Running 4/5 things (mobile phones) at once on this level of fibre should not cause such an issue.

I need to find out what is wrong with this connection and potentially will be demanding a refund as I’ve never had this problem with sky connection before.

If anyone needs to do any sort of work or look at the box the user name is Chel.young

Please do not tell me that there is nothing wrong with connection or it seems fine, as regardless of what you’re saying Ive never had such a bad connection. Please contact me ASAP

Re: Terrible connection to multiple devices, need number for customer service

LaurenB — Wed, 19 Jan 2022 11:12:37 GMT

Hiya @Chargrange, thanks for getting in touch. I am really sorry for the issues that you're having with your service and would really like to help with this for you.

I have tested your line today and this hasn't highlighted anything that could be causing the problems you are seeing; the sync speed looks good for your line and the connection is stable.

The results do indicate that this is likely an issue with the wireless connection between your devices and router. I can see the firmware is up to date though it does look like your wireless frequencies are still synced. I can see you previously mentioned about having them split, did this help? I would recommend splitting them again, would you like me to do this remotely for you?

If not already done so, I would recommend to connect one of your devices to the router via an Ethernet cable (this only has to be temporary) just to see if you experience similar issues. If you do get the same problem over Ethernet, this could indicate a problem that our testing isn't picking up.

Let us know how you get on.

Re: Terrible connection to multiple devices, need number for customer service

Chargrange — Tue, 25 Jan 2022 22:07:43 GMT

The issues is mainly phones connecting to the WiFi. Could I please have a number to speak with someone as this isn’t getting resolved.

The internet is split into 2.4 and 5ghz.
How do you suggest fixing the issue? As we never had this before with anyone else.

Re: Terrible connection to multiple devices, need number for customer service

TheMightyAJ — Wed, 26 Jan 2022 08:28:13 GMT

Hey @Chargrange,

I'm really sorry to hear that you're still having issues with the Wi-Fi. You'd mentioned that the wireless banding has already been split into 2.4GHz and 5GHz - have you tried any other troubleshooting steps to improve the wireless experience and if so, please could you let us know what's been attempted so far?

Re: Terrible connection to multiple devices, need number for customer service

Chargrange — Wed, 26 Jan 2022 22:21:07 GMT

No, as no other trouble shooting methods have been suggested.

I can’t connect a phone to the Ethernet.

Please, suggest away.
I would also like a contact number to speak to someone about the service in receiving.

Re: Terrible connection to multiple devices, need number for customer service

TheMightyAJ — Thu, 27 Jan 2022 11:48:03 GMT

I'd be happy to give you a call to discuss this further @Chargrange. If you'd like to send me a Private Message with a contact number and rough timeframe you'd be available for a call, I'll make the necessary arrangements as soon as possible