topic Re: Very Very Very Disappointed in Plusnet Feedback

Very Very Very Disappointed

hkdragon — Wed, 21 Sep 2011 16:47:28 GMT

I was using Talktalk broadband for 3 years than orange for 1.5 years than O2 for 2 years and now I moved to Plusnet for 3 weeks but I had enough and want to go.
When I last using O2, my speed is 6.2mb download and 1.1mb upload and now with Plusnet is 4.3mb download & 0.3mb upload but when I complaint last week my download speed go down to 3.8mb and stayed there.
And then now they try to sell me the fibre (don't want to solve the problem but want me to spend more money), this make me feel that they use a cheaper price to attract me in and then cap me in a slower speed. If I complaint then they will say noting they can do, the only way is move to Fibre, if I want to cancel, then I need to pay £65. >:(So eveyone BE careful if you want to join Plusnet.
PS: Talktalk speed I got was 4.7mb download & 0.5 upload (2007)
Orange was 5.5mb download & 0.8 upload (2009)
O2 was 6.2mb download & 1.1mb upload (2011) with the same Thomson router.

Re: Very Very Very Disappointed

jelv — Wed, 21 Sep 2011 17:04:18 GMT

There may be a simple explanation for this - which exchange are you on?

Re: Very Very Very Disappointed

hkdragon — Thu, 22 Sep 2011 09:38:41 GMT

Wolverton, Milton Keynes. Thanks

Re: Very Very Very Disappointed

Oldjim — Thu, 22 Sep 2011 09:44:11 GMT

That doesn't seem to be the reason
Can you post the stats from your router - speeds, noise margin and attenuation

Re: Very Very Very Disappointed

pierre_pierre — Thu, 22 Sep 2011 12:43:03 GMT

all their previouse ISP's were LLU

Re: Very Very Very Disappointed

jelv — Thu, 22 Sep 2011 15:19:46 GMT

Jim and I were guessing that and that WBC wasn't available on their exchange hence the big difference - but it's not that.
Next step as Jim said is to look at the router stats.

Re: Very Very Very Disappointed

adamwalker — Thu, 22 Sep 2011 15:37:24 GMT

From a staff point of view we are sorry to hear that you feel that way. The last thing we want is for you to feel like you're stuck between a rock and a hard place. It does seem that this situation is due to your line conditions and the difference of speeds between the technologies available to you.

Re: Very Very Very Disappointed

hkdragon — Fri, 23 Sep 2011 01:06:59 GMT

Quote from: Oldjim
That doesn't seem to be the reason
Can you post the stats from your router - speeds, noise margin and attenuation

I don't know where I can find the stats from my Thomson router but I found the follows:
DSL Connection
Link Information

Uptime: 2 days, 22:50:45

DSL Type: G.992.5 annex A

Bandwidth (Up/Down) [kbps/kbps]: 448 / 5,208

Data Transferred (Sent/Received) [GB/MB]: 3.77 / 474.14

Re: Very Very Very Disappointed

hkdragon — Fri, 23 Sep 2011 01:29:46 GMT

Quote from: _Adam_Walker_
From a staff point of view we are sorry to hear that you feel that way. The last thing we want is for you to feel like you're stuck between a rock and a hard place. It does seem that this situation is due to your line conditions and the difference of speeds between the technologies available to you.

Thanks Adam but I don't think is the line condition problem as I had very good speed before (since 2007), but now with PN, my download speed drop 30% and upload speed drop 70%, what do you feel? And also the CS told me that all PN customer upload speed are cap at 0.4mb, is that true?

Re: Very Very Very Disappointed

adamwalker — Fri, 23 Sep 2011 07:57:21 GMT

Quote
Thanks Adam but I don't think is the line condition problem as I had very good speed before (since 2007)

I'll take another look ASAP but that's what I gathered.

Quote
that all PN customer upload speed are cap at 0.4mb, is that true?

Not entirely true but it is the case for most residential customers.

Re: Very Very Very Disappointed

cuthbert15 — Fri, 23 Sep 2011 22:58:13 GMT

mine has done exactly the same, except im getting about 6mb through download and only like 0,2 upload its pathetic... i am a pretty serious gamer and its just impossible to game with these crap speeds... sort your selves out plusnet

Re: Very Very Very Disappointed

hkdragon — Sun, 25 Sep 2011 12:48:46 GMT

Quote from: _Adam_Walker_
I'll take another look ASAP but that's what I gathered.

What's wrong?? My download speed go down to 2.8mb and stayed there for two days already please don't CAP my speed
dick:green Quote tags fixed.

Re: Very Very Very Disappointed

Chris — Mon, 26 Sep 2011 07:40:11 GMT

@hkdragon
I've taken a look at your account and can't see that you've reported this to our faults team? Can you visit faults.plus.net and run through the diagnostics there, this will pass the fault over to our faults team for investigation.
@cuthbert15
As above, if the support team aren't informed that you're having a problem then they can't help to resolve it.

Re: Very Very Very Disappointed

hkdragon — Mon, 26 Sep 2011 23:17:45 GMT

Thanks Chris, I had already reported this since 3 weeks ago (called 5 to 6 times in last 2 weeks) and I had been patient and polite all the time but they just tried to use all the excuses they can to stop my complaint (they treat me like a kid or never use broadband before or an idiot) >:(, even I requested I want to leave, they just don't care and arranged the MAC code for me straight away (What a Customer Service!)
After my last complaint my speed now go down from 3.8mb to 2.8mb since friday and I receiced the MAC code yesterday, so Chris what should I do now?(All doors are locked except the exit door,, are you willing to open another door for me please :'()
Adie:quote

Re: Very Very Very Disappointed

spraxyt — Mon, 26 Sep 2011 23:59:37 GMT

Have you actually raised a low speed fault by visiting https://portal.plus.net/apps/kbdfaults rather than simply calling the CSC? The fault report provides diagnostic results for the Faults Team to investigate.

Re: Very Very Very Disappointed

orbrey — Tue, 27 Sep 2011 08:11:59 GMT

Hi hkdragon,
If you follow the link spraxyt has posted above it'll take you to the broadband faults troubleshooter, run through the questions there and that will raise a ticket to our faults team to investigate

Re: Very Very Very Disappointed

keith4x4 — Tue, 27 Sep 2011 19:09:08 GMT

Hi hkdragon,
I wish you loads of luck. I know how you feel; the total lack of care is astounding. The way you are talked down too is very condescending with an attitude of any old service will do. I would advise you to stick with it and don’t let them off. I have been told so many times that it is my line/equipment/phases of the moon or any old rubbish, along with there’s nothing wrong then oops there is!
I am left with the distinct impression that their job is to do nothing as it may cause work or expense for PN.
Stick with it and insist that they do what they promised when you joined

Re: Very Very Very Disappointed

adamwalker — Wed, 28 Sep 2011 10:09:32 GMT

Quote
I am left with the distinct impression that their job is to do nothing as it may cause work or expense for PN.

I'm dealing with this fault now, running tests and raising it with our suppliers, we want you all to receive the fastest speeds available to you. We'd gain absolutely nothing by preventing that from happening in some way.

Re: Very Very Very Disappointed

adamwalker — Wed, 28 Sep 2011 10:13:26 GMT

PS there seems to be an issue with the supplier system we use to log faults so I'll return to this later on today.

Re: Very Very Very Disappointed

adamwalker — Wed, 28 Sep 2011 12:51:53 GMT

I've logged a fault with our suppliers now so we'll be updating the ticket ASAP.