topic Re: Not happy with plusnet atall ..... in Plusnet Feedback

Not happy with plusnet atall .....

mum2rhys1 — Thu, 02 Sep 2010 21:18:09 GMT

i started with plusnet 2months ago and it took ages for my connection to get set up but then once it was set up all was fine and smooth service , but as of vbout a week ago i noticed my connection speeds had started to slow down, and then it went to cutting out and dipping. Now i have got terrible connection, i rang plusnet 2 days ago which he told mw my conncetion was fine which i knew was not. So i decided to leave it a day and see how it goes but just got worser still, so then i rang them last night and they raised a fault on my behalf and i was told i would recieve a call back in 4-6 hours but did not recieve a call.
I then rang up tonight and got told different information saying that it can take 24 to 72 hours to recieve a call but then all he could say was apologise and i recieved no information, i think it is wrong that everytime i am phoneing i am either getting the wrong technical support or wrong service information.
Not a very happy customer at the moment....

Re: Not happy with plusnet atall .....

mum2rhys1 — Fri, 03 Sep 2010 06:44:16 GMT

ticket number is 34974527 if any staff need it ...

Re: Not happy with plusnet atall .....

TicnTac — Fri, 03 Sep 2010 10:43:01 GMT

Hang fire, one of the Plusnet staff members will swoop in and sort things (they have funny little wings on their backs ya know ), you came to right place to get sorted, the forums, far cheaper than pointless phone calls!
Just don't hold your breath.........very serious health warning there!
Hope you get sorted!

Re: Not happy with plusnet atall .....

adamwalker — Fri, 03 Sep 2010 10:54:47 GMT

Quote
Just don't hold your breath.

http://community.plus.net/forum/index.php/topic,88371.16.html

Re: Not happy with plusnet atall .....

mum2rhys1 — Fri, 03 Sep 2010 18:25:01 GMT

Quote from: TicnTac
Hang fire, one of the Plusnet staff members will swoop in and sort things (they have funny little wings on their backs ya know ), you came to right place to get sorted, the forums, far cheaper than pointless phone calls!
Just don't hold your breath.........very serious health warning there!
Hope you get sorted!

thanks for that i had a phone call off them this morning they are sending me a new router out so lets see if that works but my connection only seems to be going really laggy from now onwards at evenings ... why could this be do you think?

Re: Not happy with plusnet atall .....

TicnTac — Fri, 03 Sep 2010 20:35:53 GMT

Quote
why could this be do you think?

I think it could be the well branded Plusnet Treacle - lots of traffic which makes browsing slow, like dragging your feet through sludge.
However, one of the winged staff I'm sure will look into traffic issues with your local exchange, also it might depend on which bit of Plusnet you are connecting too, way back when we first joined we had Plusnet Treacle - however they sorted it, took a little time, but it did make a difference.
It could also be that your sync. is sinking during the evening, possible interference?
Problem with these things there are so many variables and avenues to wander down, however I'm sure Adam will do his very best for you! No guarantees with BT though
Blink three times, touch your nose............ah that'll be Something Special (too much CBeebies with the wee one - just try fingers crossed!

Re: Not happy with plusnet atall .....

al446 — Fri, 03 Sep 2010 20:39:38 GMT

Re above - see my post in 'wish I had never moved etc'

Re: Not happy with plusnet atall .....

mum2rhys1 — Thu, 09 Sep 2010 11:18:57 GMT

recieved my new router and connection is still poor .... this is beginning to get very very frustrating now ... COME ON PLUSNET ...
Thanks TiknTak ill try it my lil one loves cbeebies too

Re: Not happy with plusnet atall .....

TicnTac — Thu, 09 Sep 2010 11:55:06 GMT

Just shout Adam really loudly, and I'm sure he'll come to your rescue, he normally does,sometimes
If there is a fault, they can get one open, looked at, and maybe by Christmas you could have a working line Maybe sooner, since BT seems to be the one at fault, and with that information it might speed things up!
what does this link report for you?http://www.speedtest.net/
also try BT Speed Test http://217.32.105.42:50301/ (IP works better than website - thanks to oldjim )
Keep the fingers crossed!

Re: Not happy with plusnet atall .....

mum2rhys1 — Thu, 09 Sep 2010 19:27:07 GMT

my connection speeds 😕

Date Download Speed Upload Speed
Today 20:19 1803 kbps (225kB/s) 325 kbps (40.6kB/s) Share
Today 12:54 4607 kbps (576kB/s) 313 kbps (39.1kB/s) Share
Today 12:42 5956 kbps (745kB/s) 378 kbps (47.3kB/s) Share

This is how poor it s of night time 😕

Re: Not happy with plusnet atall .....

TicnTac — Thu, 09 Sep 2010 20:07:20 GMT

bit of a yo-yo sync wise odd?
Let's hope Plusnet get BT to get it sorted or at least get some tests done, although it could just be the way it is at the exchange, might even be your router, but I guess you'll be sent down the avenue of plugging into the master socket by removing the faceplate etc. etc. I'd wait to see what Plusnet advise first though
Best of luck - our connection has sunk again

Re: Not happy with plusnet atall .....

mum2rhys1 — Thu, 09 Sep 2010 21:12:53 GMT

Quote from: TicnTac
bit of a yo-yo sync wise odd?
Let's hope Plusnet get BT to get it sorted or at least get some tests done, although it could just be the way it is at the exchange, might even be your router, but I guess you'll be sent down the avenue of plugging into the master socket by removing the faceplate etc. etc. I'd wait to see what Plusnet advise first though
Best of luck - our connection has sunk again

i have already been sent a test rooter that is plugged in now, has kept my connection without dipping for the last 4 days so that problem is solved now, but as you can see not even getting 2meg, told me to repeat process with test socket which i hvve already done countless times when i rung earlier, just feel like i am going in circles now 😕

Re: Not happy with plusnet atall .....

TicnTac — Thu, 09 Sep 2010 22:23:57 GMT

You need an Adam - could speculate until the cows come home about what it could be, pretty similar to the problem we've had - I say had - having I should say Things were going well, but........our line keeps dropping, despite exchange work taking place - might even get a REIN engineer now
Have done the circles thing as well - most of it down to BT not doing the job first time round, and now I'm wondering if other work has really taken place or it could be just a farce?
Give Adam a shout or PM, get him or Ben or someone on the case and get it sorted - best of luck!

Re: Not happy with plusnet atall .....

mum2rhys1 — Fri, 10 Sep 2010 02:19:24 GMT

ok thanks, so what was the problem you had then? all seems to be people in the same boat ...

Re: Not happy with plusnet atall .....

gswindale — Fri, 10 Sep 2010 11:16:46 GMT

If it's dropping at the same time every day, then it is likely to be interference of some sort.
I seem to recall reading some posts where street lights were causing the problem (certainly Christmas lights can cause havoc with the ADSL service).

Re: Not happy with plusnet atall .....

mum2rhys1 — Fri, 10 Sep 2010 15:09:45 GMT

haha i wish that was the case geoff but it is nowhere near christmas and it's not at the same time everyday 😕 my connection has started to cut out again now, thought that problem was fixed but it looks like i am going around in circles again.
Just wish it would just rectify itself, if adam could help that would be great, how loud exactly do i have to shout him
aaaaaaaadddddddddaaaaaaaaaammmmmmmm would that work lol??
dick:quote

Re: Not happy with plusnet atall .....

TicnTac — Fri, 10 Sep 2010 19:01:38 GMT

Try sending him a PM - Although it'll be Monday now before anything is done.
I take it 17070 opt 2 gives a nice clear line with no noise?
Just a thought - either that or you'll need a lift and shift as they call it, or maybe it could just be the router?
All the best anyway!

Re: Not happy with plusnet atall .....

mum2rhys1 — Fri, 10 Sep 2010 21:01:19 GMT

Quote from: TicnTac
Try sending him a PM - Although it'll be Monday now before anything is done.
I take it 17070 opt 2 gives a nice clear line with no noise?
Just a thought - either that or you'll need a lift and shift as they call it, or maybe it could just be the router?
All the best anyway!

what do you mean 17070 opt 2??
ok ill try pming him thnks again

Re: Not happy with plusnet atall .....

gswindale — Fri, 10 Sep 2010 21:17:49 GMT

That is the quiet line test - if you can hear nothing, then BT won't do much - if you can hear some sort of noise you can report a landline fault which BT are more willing to investigate and fix.

Re: Not happy with plusnet atall .....

TicnTac — Sat, 11 Sep 2010 10:10:58 GMT

cheers geofftswin - should have explained that a little better
9 times out of 10, a voice noise fault will normally sort a broadband fault, or it'll be at least to blame for some part of it. However the other 1 out of 10 will be faults like mine, which seem to take forever as BT are reluctant to fix a known problem
However dialling 17070 then pressing option 2 should give you a very quiet line, apart from when it yells out "quiet line test", any pops, hiss, crackles, pops, etc. get it booked as a voice fault. So if it sounds like a certain type of Kelloggs Cereal - then report it asap Wait almost half a year, and you might get sorted
Best of luck!