topic Re: terrible service n naff speed in Plusnet Feedback

terrible service n naff speed

dave1234 — Wed, 28 Dec 2011 18:36:40 GMT

been with plusnet less than a month the speed is absolutley shocking it would be faster on dialup also told that if i want to leave i have to pay £90 if you cant provide a service why should we give you our hard earned money , plusnet should pull their socks up. actually sending emails to their customers telling them that the service is less than half the speed of what you should be gettin is acceptable well ithink it is actually unacceptable sorry plusnet no recomendations from me

Re: terrible service n naff speed

lexusuk — Wed, 28 Dec 2011 20:23:22 GMT

Hi dave1234,
I have reviewed your connection and can see that your current line speed is slightly lower than your line speed estimate. Your line is estimated to achieve 3500kbps but is currently performing at 1944kbps. Have you tried connecting your broadband router to your telephone line's master or test socket as pictured below?

If not, please connect your router there and reply to this thread so we can retest your line. Bear in mind the router will need to be connected to the test socket when we re-run our line test. You will not see an immediate increase in your speed at your side by simply connecting your router as above.

Re: terrible service n naff speed

dave1234 — Wed, 28 Dec 2011 21:24:18 GMT

hello alex, we have been doing continualy speed checks our latest results 21:11 was 490kbps i dont know where you get your figures from. the picture of the socket was the old type ours is the new type our last email from plusnet stated we had 1.8kbps what was incorrect the truth is i havent got the time or patience to be messing around i just want a reliable service. today we was told by the disconetions team that a manager call back is 72 hours then told 4 hours the clock is still ticking no manager has called yet

Re: terrible service n naff speed

dave1234 — Wed, 28 Dec 2011 21:29:21 GMT

i forgot to say if i was gettin nearly 2 meg id be over the moon

Re: terrible service n naff speed

x47c — Wed, 28 Dec 2011 22:04:43 GMT

Perhaps the OP has one of the External NTE5's fitted
As used on new build properties.
These are wired to a normal line jack socket inside
There is therefore no internal test point available to the user
just a thought.......

Re: terrible service n naff speed

ChrisL — Thu, 29 Dec 2011 01:19:02 GMT

Hi dave1234!
If you're getting a download speed of 490 Kbps you can be absolutely certain this has nothing to do with the service from Plusnet and everything to do with the way your equipment is connecting to them. So, if the situation is going to improve, you need to calm down and take some action yourself to help improve it.
Plusnet are not going to ask for a BT engineer to go out and investigate until they are sure the problem is not on your side of the master telephone socket. That is why they ask for you to undertake various checks first. (If you cut corners on this and BT go out and find the problem wasn't with their line, then you will be liable for a hefty call-out charge.)
Your only alternative, if your local circumstances allow, is to cease the BT connection altogether and sign up with an LLU, cable or satellite provider -- something which, you rightly say, will really cost you.
Sorry if this isn't what you wanted to hear (and sorry that you're having problems in the first place).
Chris

Re: terrible service n naff speed

dave1234 — Thu, 29 Dec 2011 11:26:55 GMT

we have had a bt engineer out aprox 3 to 5 weeks ago no faults found in our house n nothing on our equipment we live on a farm so theres no cable when we signed with you we got 2 meg should have been 3.5 now 1.482 what do you want me to do and what are you goin to do do you want to charge me half price cos im gettin half the service oh n just to let you know still no call back of a manager

Re: terrible service n naff speed

orbrey — Thu, 29 Dec 2011 12:50:06 GMT

Hi there,
I've just chased the callback for you, that should be happening shortly though there seems to be some question over whether you'd like us to continue the fault investigation? Please let us know if you would and we'll get on it for you.
Really sorry about the delay on the callback.

Re: terrible service n naff speed

lexusuk — Thu, 29 Dec 2011 20:47:03 GMT

Hi dave1234,
As discussed, an engineer is booked to visit you tomorrow to complete enhancements to your line and boost the speed to the maximum possible level. We will follow up on the case post visit to obtain the notes from the engineer and retest your line to check for any improvement. If you have any problems then please let us know by updating your support ticket.

Re: terrible service n naff speed

dave1234 — Sat, 31 Dec 2011 11:58:55 GMT

please please please let me leave plus net 20 mins for you to answer phones then,why its slow oh its down to your equipment how youre connected , so its my fault .
then i was given the answer .cos we cant give the service we will reduce the cost to accomidate sorry plus net i want to pay my bills and in turn you should provide a good service also im not shure that you should be blaming bt as youre OWNED BY BT as a good will you should cancel my contract free of charge due to crap service id never recomend the so called yorkshire based internet provider you should state BT INTERNET PROVIDER 7 weeks of on goin crap never again sorry plusnet ooops BT

Re: terrible service n naff speed

lexusuk — Tue, 03 Jan 2012 11:11:20 GMT

Hi dave1234,
Please accept our apologies for the issues you are experiencing. There are two separate issues affecting your account currently.
Firstly the line speed fault. I have reviewed your account following the engineer visit and found that further adjustments to the way your connection operates are required. I have begun this process but due to the time the adjustments take to complete (usually approximately 24 hours each) I cannot complete this process fully until 05/01/12. I am personally monitoring your account to ensure this is completed successfully.
Secondly, you have hit your account usage allowance which is causing your line speeds to be restricted. We can add further usage to your account at a cost of £5 per 5GB of usage but you have set a maximum spend on your additional usage at £5 which means no further usage is being added automatically. If you would like to increase this to allow an additional 5GB of usage for £5 then you can do this within the members centre at the following link:
https://portal.plus.net/data_transfer_watch/
You will need to increase your maximum additional usage spend to at least £10 for the restriction to be lifted. Alternatively your account usage will reset on your next billing date of 06/01/12 anyway.
I can understand your frustration on this matter but we are only a few days away from completing the work on your line to provide higher speeds. We appreciate your patience during this time.

Re: terrible service n naff speed

dave1234 — Tue, 03 Jan 2012 22:41:58 GMT

hello alex if on the 06/01/2012 my internet isnt at full speed i will cancel with you and i wont take any excuses of this n that im not interested anymore n i think the advertising campaign you run is very misleading if i thought it was bt i wouldnt have taken the contract lets see

Re: terrible service n naff speed

lexusuk — Wed, 04 Jan 2012 09:20:44 GMT

Hi dave1234,
I will have all the necessary line adjustments to stabilise your connection complete by the end of day today and I will monitor to ensure your usage allowance resets and your speed improves to normal levels.

Re: terrible service n naff speed

dave1234 — Wed, 04 Jan 2012 23:53:31 GMT

Guess what £98 to disconect from naff service spoke to manager not willing to put the truth in black n white cant provide a good stable service its a big no no from me
jim:red All Caps removed as per Forum Rules mod:end

Re: terrible service n naff speed

Anonymous — Thu, 05 Jan 2012 07:20:51 GMT

Great Service and Super fast speed.
My equipment is correctly connected though.
Configured as per the set-up guides and with excellent help from Techies at PN.
Here's another clue......
"Secondly, you have hit your account usage allowance which is causing your line speeds to be restricted"

When my download speed sometimes "appears" to slow down, it is usually down to multiple (20+) tabs open in browser
I Bookmark all, reboot browser, reopen 5 tabs at a time cures the "apparent" speed issue every time

Re: terrible service n naff speed

jojopillo — Thu, 05 Jan 2012 11:13:00 GMT

HI dave1234,
I see Alex has been helping you to sort your connection out. How is it today?
@PlusComUK, glad to hear it's going good.
Jojo

Re: terrible service n naff speed

dave1234 — Thu, 05 Jan 2012 23:10:17 GMT

hi jo jo i tried to copy speed net results here goes ping 39 download 0.22 upload 0.27 is this any good thanks dave

Re: terrible service n naff speed

dave1234 — Fri, 06 Jan 2012 08:03:58 GMT

this morning ping .34 download 1.79 upload .37 is this supergreat eh or not. keep monitoting although my usage is back the results are just as bad asked to leave numeros times now can i leave as the service is not up to it

Re: terrible service n naff speed

Oldjim — Fri, 06 Jan 2012 09:55:51 GMT

How about posting your router stats then we can all see the problem and perhaps offer a suggestion to reduce it

Re: terrible service n naff speed

jojopillo — Fri, 06 Jan 2012 10:48:26 GMT

Hi dave1234,
I see Alex has done more checking this morning and said there should be some improvement. Are you seeing that at your end?
Jojo