https://community.plus.net/t5/Plusnet-Feedback/Extremely-Slow-Speeds-8-10pm-and-slow-response-from-plusnet/m-p/733689#M18891 Hello Plusnet,<BR />I am not keen on posting support issues to a public forum (although moderate by yourselves) however I am getting more than a little frustrated by your handling of my call (ID: 34607130). (I suspect it is going into the too hard bucket)<BR />The issue;<BR />For over 2 weeks between 8-10pm the network slows to the speed where I cannot load web pages (presents me with problem even running speed tests most nights)<BR />The Call;<BR />This call has now been open for 10 days. <BR />On every occasion it is dealt with by a different member of support staff. (no continuity or ownership)<BR />I am asked the same questions over and over. ( I have now put the answers to these in the call log in the hope they will not be asked again, this would not exist with any continuity).<BR />The same tests are repeated by yourselves with similar conclusions. <BR />You have contacted Openreach but have not got to a conclusion and I continue to see the issue.<BR />You have suggested sending an engineer out (at times when the problem doesn't happen) but have not responded to the ticket in 3 days. (common response time seems to be 48 hours)<BR />The problem has only started in the last 2 weeks and is specifically peak times (8-10pm).<BR />Please Please Please can you try and resolve this issue.....<BR />Thank you..... Fri, 20 Aug 2010 08:49:46 GMT edgeag 2010-08-20T08:49:46Z https://community.plus.net/t5/Plusnet-Feedback/Extremely-Slow-Speeds-8-10pm-and-slow-response-from-plusnet/m-p/733689#M18891 Hello Plusnet,<BR />I am not keen on posting support issues to a public forum (although moderate by yourselves) however I am getting more than a little frustrated by your handling of my call (ID: 34607130). (I suspect it is going into the too hard bucket)<BR />The issue;<BR />For over 2 weeks between 8-10pm the network slows to the speed where I cannot load web pages (presents me with problem even running speed tests most nights)<BR />The Call;<BR />This call has now been open for 10 days. <BR />On every occasion it is dealt with by a different member of support staff. (no continuity or ownership)<BR />I am asked the same questions over and over. ( I have now put the answers to these in the call log in the hope they will not be asked again, this would not exist with any continuity).<BR />The same tests are repeated by yourselves with similar conclusions. <BR />You have contacted Openreach but have not got to a conclusion and I continue to see the issue.<BR />You have suggested sending an engineer out (at times when the problem doesn't happen) but have not responded to the ticket in 3 days. (common response time seems to be 48 hours)<BR />The problem has only started in the last 2 weeks and is specifically peak times (8-10pm).<BR />Please Please Please can you try and resolve this issue.....<BR />Thank you..... Fri, 20 Aug 2010 08:49:46 GMT https://community.plus.net/t5/Plusnet-Feedback/Extremely-Slow-Speeds-8-10pm-and-slow-response-from-plusnet/m-p/733689#M18891 edgeag 2010-08-20T08:49:46Z https://community.plus.net/t5/Plusnet-Feedback/Extremely-Slow-Speeds-8-10pm-and-slow-response-from-plusnet/m-p/733690#M18892 Hello edgeag,<BR />We're sorry to see that this problem seems to have dragged on. I will take a look into this myself and take some ownership for you.<BR />Unfortunately we aren't in a position to take ownership of every single fault case that is raised to us, however we do have a culture of taking ownership where we can in protracted cases like this. <BR />I believe we might need to change this from culture to process and I'm sorry this hasn't happened for you so far.<BR />I shall take another look at this one ASAP before coming back to you.<BR />Adam.<BR /> Fri, 20 Aug 2010 11:39:26 GMT https://community.plus.net/t5/Plusnet-Feedback/Extremely-Slow-Speeds-8-10pm-and-slow-response-from-plusnet/m-p/733690#M18892 adamwalker 2010-08-20T11:39:26Z