topic Re: Lied to during sign up - Lousy slow broadband in Plusnet Feedback

Lied to during sign up - Lousy slow broadband

cdnoon — Wed, 05 Oct 2011 08:53:21 GMT

I have just migrated from Sky broadband where I was paying around £10 for unlimited access that was not throttled. My Sky broadband was a consistent 6mb download.
I like to re evaluate my broadband each year to ensure that I have the fastest possible. So I called Plusnet and was told by the sales advisor that with the Pro add on I would achieve 7mb no problem.
So I swapped to a service that was more expensive, now paying nearly £17 with Pro add on. Only to find that I now am lucky to get 4mb (sometime 3.5) with regular VPN disconnects (something I never had with Sky). When I checked the speed I was told that I was lucky to get over 2mb (they used a false number to evaluate this) and I should feel privileged to achieve 4mb. BTW I am 1.4miles from the exchange and my neighbours achieve between 6 - 8mb consistently.
Oh, my brother in law works for Openreach and has tested the line both from home and replaced the filters at the exchange end (yes they have these) and it is perfect.
Please, please Plusnet fix my speed. Alternatively please give me my Mac code and refund for sign up cost so I can go back to Sky. If you are unable to do any of these points please provide a transcript of all my calls so I can go to Ofcom.

Re: Lied to during sign up - Lousy slow broadband

adamwalker — Wed, 05 Oct 2011 09:28:57 GMT

Just to cover some of the reason was to why the correct estimate for your line is 2mb, it seems that only 20cn (up to 8mb ADSL1) is available at your local exchange. This would mean that achieving speeds in the top rage (7/8mb) would be less likely.
According to your account (SN117810347) an estimate of 2mb was calculated for you when you signed up, however I understand that this could potentially differ from what an agent advised you over the phone.
We're doing what we can to track down a recording of the call you made to us so I will let you know how that goes.

Quote
they used a false number to evaluate this

I'm curious to know what you mean by that, do you mean a false or dummy telephone number was used?
I'm sorry that this is making you think about cancelling, if that is what you decide to to here's the necessary details for contacting the customer options team: http://www.plus.net/support/customer_service/using/grass_is_greener.shtml

Quote
please provide a transcript of all my calls so I can go to Ofcom.

We just need to ask that you raise a ticket to us to request that.
Do let me know if there's anything else I might be able to assist you with.

Re: Lied to during sign up - Lousy slow broadband

cdnoon — Wed, 05 Oct 2011 09:39:22 GMT

None of these points really detract from the fact that the speed is 2mb slower than Sky.
See attachment for the details that were checked. You can see why these do not appear to be related to my exchange (Porth South Wales).

Re: Lied to during sign up - Lousy slow broadband

jelv — Wed, 05 Oct 2011 09:45:54 GMT

Quote from: _Adam_Walker_
Quote
they used a false number to evaluate this

I'm curious to know what you mean by that, do you mean a false or dummy telephone number was used?

Let me guess. The OP was on Sky LLU so the BT checker didn't recognise the number. The ~~muppet~~ agent therefore entered the std code followed by 000001 not checking that this came up with the correct exchange and therefore gave out duff information. He should have used the postcode as this would have at least flagged up that the exchange was 20CN only.

Re: Lied to during sign up - Lousy slow broadband

cdnoon — Wed, 05 Oct 2011 10:01:36 GMT

Yep looks like it, but not only did they do that they used the wrong STD.
But I think my exchange is 20CN only. Well according to Samknows its not 21 enabled.
dick:quote

Re: Lied to during sign up - Lousy slow broadband

adamwalker — Wed, 05 Oct 2011 10:20:07 GMT

Quote
BT LineCheck Results - Live
Telephone Number: **************
Exchange: PORTH
DSL Availability: Yes
Highest Available Speed: 2.0Mb
Max Enabled: Yes
Max line speed: 2.0Mb

Quote
2mb slower than Sky.

It's worth bearing in mind that you did have an LLU service with sky which is based on different connection technology at the exchange that could potentially provide speeds of up to 24mb.
I've just generated this a current estimate against you're line. As mentioned I'll get back to you when we've checked those call recordings, Porth definitely doesn't have 21CN though. It would seem at this stage that the quote of 7mb could be the spurious figure in question rather than 2mb which.

Re: Lied to during sign up - Lousy slow broadband

cdnoon — Wed, 05 Oct 2011 10:40:54 GMT

@ Adam,
I will say the service on the forum is a million times better than ask a question. Thanks for this
Sadly I guess this is only bacause its public.

Re: Lied to during sign up - Lousy slow broadband

adamwalker — Wed, 05 Oct 2011 10:56:31 GMT

We genuinely want to provide a consistent level of support via whatever channel this comes to us (calls, forums, twitter etc). If we are in the wrong here then we will openly admit to that and I'll make sure we would have learnt from any mistakes.

Re: Lied to during sign up - Lousy slow broadband

adamwalker — Wed, 05 Oct 2011 15:45:17 GMT

Just reporting back to say that we're unable to obtain a recording of the call you made to us when you signed up I'm afraid. Please let me know where you want to take things from here.

Re: Lied to during sign up - Lousy slow broadband

cdnoon — Wed, 05 Oct 2011 20:14:22 GMT

Adam,
Mac code, refund for sign up cost and Pro add on please.
I do not want to run into the next billing month, so please can you advise me how I can avoid this without any downtime while I swap provider.
Thanks for your assistance.

Re: Lied to during sign up - Lousy slow broadband

adamwalker — Thu, 06 Oct 2011 09:45:05 GMT

As I mentioned previously you'll need to speak to our customer options team for that, we will obviously allow you to obtain your MAC code and leave without penalty.
Sorry for the issues you've had with this.

Re: Lied to during sign up - Lousy slow broadband

Wheel_nut — Thu, 06 Oct 2011 18:24:53 GMT

Adam, Since you have already agreed to let him leave without penalty, would it really bring down PlusNet Towers to issue him a MAC without further annoyance of having to hurdle the Options call?

Re: Lied to during sign up - Lousy slow broadband

cdnoon — Mon, 10 Oct 2011 09:28:19 GMT

Well I thought "please let me know where you want to take things from here" was an offer of further assistance.
This would have been helpful as I called customer services who again unsuccessfully tried again to find the call. However the operator called me back confirming MAC code request and refund.
In hindsight I think my subject "Lied to" may be a little harsh. It looks like it may have been down to an honest mistake by the operator.

Re: Lied to during sign up - Lousy slow broadband

adamwalker — Mon, 10 Oct 2011 13:23:50 GMT

Quote
"please let me know where you want to take things from here" was an offer of further assistance.

I heard nothing further from you though, sorry all cancellations must be handled by the customer options team.

Re: Lied to during sign up - Lousy slow broadband

cdnoon — Mon, 10 Oct 2011 14:04:47 GMT

Quote from: cdnoon
Adam,
Mac code, refund for sign up cost and Pro add on please.
I do not want to run into the next billing month, so please can you advise me how I can avoid this without any downtime while I swap provider.
Thanks for your assistance.

I sent this the same day.

Re: Lied to during sign up - Lousy slow broadband

adamwalker — Mon, 10 Oct 2011 15:05:09 GMT

Sorry, only the customer options guys will be able to provide you with a MAC key, I didn't intend to mislead you in any way.

Re: Lied to during sign up - Lousy slow broadband

amcclean — Thu, 13 Oct 2011 21:41:26 GMT

cdnoon,
sorry to hear of your confusion. However when it comes to it I have to say the guys here in the forums are always helpful and do their best to help. Apart from cancellations which you have to go through to the correct team to cancel I've never read of them not being able to do whatever it takes to sort things out to the customers satisfaction. Not because you've posted publicly but because the guys and pn genuinely want to help.
Sad to see you're leaving and can understand that like us all you're after the best speed you can get. SKY have their own LLU equipment in the exchange which is able to offer the speeds that the slowly progressing 21cn can but using sky hardware. Going to BT in your non 21cn BT exchange means your effectively going back in time.
Maybe one day your exchange will jump to Fibre and miss out 21cn
podman

Re: Lied to during sign up - Lousy slow broadband

cdnoon — Mon, 17 Oct 2011 09:15:55 GMT

Thanks for the post. But i'm not sure I had any confusion?
I agree that Adam was helpful.
The point is nothing to do with my exchange or the service they provide. But that the broadband I receive from Plusnet is not what I was lead to believe by customer services.
Simple as that.
Regards
dick:quote

Re: Lied to during sign up - Lousy slow broadband

itsme — Mon, 17 Oct 2011 10:04:18 GMT

Quote from: cdnoon
Oh, my brother in law works for Openreach and has tested the line both from home and replaced the filters at the exchange end (yes they have these) and it is perfect.

Filters or circuit protection modules? I'm not aware of any easily changeable filters in the exchange.