topic Re: Yet another day of rubbish service in Plusnet Feedback

Yet another day of rubbish service

Hadenoughofthis — Tue, 08 Jan 2013 18:01:17 GMT

I think its about time you dropped "Reliable" from your advertising......... and you may wish to consider also dropping the use of the word "Fast" as well !.
Yet again I've had another day of appalling internet availability - its not good enough, pull your fingers out and start providing the service you are paid to provide !
I can't wait until my contract comes up for renewal, I'll certainly be voting with my feet.

Re: Yet another day of rubbish service

artmo — Tue, 08 Jan 2013 18:07:21 GMT

There are a lot of us who would disagree with you. I generally get an excellent service from PN.
Have you raised a ticket about your problems?

Re: Yet another day of rubbish service

Hadenoughofthis — Tue, 08 Jan 2013 18:11:06 GMT

No need to raise a ticket - for the second time within a month my service has been abysmal, and on both occasions upon phoning plusnet there was a recorded message saying they are aware that some customers are having "problems".
jim:quote

Re: Yet another day of rubbish service

Anotherone — Tue, 08 Jan 2013 18:18:31 GMT

We are all suffering today there's been a major issue in the Network. Please see the Service Status, and Announcement board as well the thread about DNS servers on the Broadband board. It's not like this all the time I can assure you.

Re: Yet another day of rubbish service

Hadenoughofthis — Tue, 08 Jan 2013 18:32:16 GMT

Twice within a month is one more than I'm prepared to tolerate or write off as being one of those things. There have also been a number of similar problems within the past year (including one on tax return deadline day if my memory serves). Perhaps I should start keeping a log
Talk talks customer service was very poor, but at least my internet connection was "reliable"............ so I'll be saying bye bye Plusnet as soon as my contract period is up.

Re: Yet another day of rubbish service

Anotherone — Tue, 08 Jan 2013 18:59:40 GMT

So all other providers are absolutely perfect at all times are they? I doubt you'd be saying that about TalkTalk if you'd had some obscure line problem. Just look around the Internet, they all have problems from time to time.
So what exactly was the problem you had the first time in the month?

Re: Yet another day of rubbish service

ossettbob — Tue, 08 Jan 2013 19:08:51 GMT

I have just enquired about going onto unlimited broadband. On the same day as I was going change, I have had no internet for about 4 hours !!!!!. Although Talktalk customer service was rubbish, I was never without internet in last 5 years. I have been with Plusnet for 2 months and have, so far, lost internet 4 times. Now, if I want to change, they want me to sign up to 18 month contract.. I have had problems with initial connection, loss of internet, "spurious usage" ( for which I still have had no explanation although this was promised ). How can Plusnet expect customers to be loyal ?????.
One really bad point is that wife wanted to do some internet shopping this afternoon. Guess what she said ?????????

Re: Yet another day of rubbish service

Anotherone — Tue, 08 Jan 2013 19:19:48 GMT

That's what you call bad luck Bob, and you did have your fair share there, but apart from today you haven't had any problems since have you? I rarely have any problems whatsoever (touch wood) and I have to put up with a miserable 20CN connection. Usually the only times I've not had Internet is when there has been BT Network maintenance in the middle of the night and when there was a major BT Network outage across the country affecting virtually all ISP's and a hell of a lot of users everywhere. It was sometime ago that Plusnet has a Network problem like this (and as I said other ISP's are not immune)..

Re: Yet another day of rubbish service

ossettbob — Tue, 08 Jan 2013 19:25:39 GMT

Nope, I`ve had not problems since last problem today as I only got internet back at 7pm !!. You know that I have had probelms in past as you have replied to my posts. I only make a complaint when it is justified.

Re: Yet another day of rubbish service

DaveyH — Tue, 08 Jan 2013 19:27:15 GMT

I was with TT for 2 years before moving to PN in November and regularly had outages (at least a weekly occurance) and when i had a fault on my line, trying to get them to do something about it was nigh on impossible.
Calls to their CS always resulted in them blaming a faulty router, and because i was out of contract wanting charge me £40 for a new one, or tieing me into a new contract.
No ISPs are perfect, but some are far worse than others, but TT are the lowest of the low as far as i'm concerned..

Re: Yet another day of rubbish service

Anotherone — Tue, 08 Jan 2013 19:38:00 GMT

Seems a lot of others think that as well.
Bob, see the Announcement board thread on Routing Issues for some tips on specifying alternative DNS if you aren't up on that sort of thing.

Re: Yet another day of rubbish service

BBNoMore — Tue, 08 Jan 2013 20:31:16 GMT

I am also regretting switching to PN as I have had no broadband for 3 weeks & 2 days now. Whenever I contact them it is always the same answer, they are waiting for their supplier to remove the Tag on the line. I currently have no idea when my service will be resumed, if ever!!

Re: Yet another day of rubbish service

tijara33 — Tue, 08 Jan 2013 20:52:13 GMT

I've been with PN since June, & on fibre since October. It's an A1 product & the customer service & technical support are absolutely superb. There have been a few problems today but they are well documented & everything has now settled down, at least at my home.
If you want to endure a rubbish product with lousy customer support, try AOL/ Tal Talk.

Re: Yet another day of rubbish service

Boothby67 — Tue, 08 Jan 2013 22:12:45 GMT

Hang on! No explanation. Do not start screaming! Where is the fault? What is the fault? Is it YOU? Is it BT? Today has been bad for +net; these things happen. Your computer days are 100% perfect? I have been with Plusnet for over 5 years. Have had problems, some caused by me. Most caused by BT. Minimal by +net. If you have problems, or issues, explain them!

Re: Yet another day of rubbish service

Anotherone — Tue, 08 Jan 2013 22:16:56 GMT

Quote from: BBNoMore
I am also regretting switching to PN as I have had no broadband for 3 weeks & 2 days now. Whenever I contact them it is always the same answer, they are waiting for their supplier to remove the Tag on the line. I currently have no idea when my service will be resumed, if ever!!

Who have you moved from? Have you asked what the tag is, or who put it on and why?

Re: Yet another day of rubbish service

watty — Wed, 09 Jan 2013 01:17:03 GMT

I'm inclined to agree with the OP. Hardly a week goes by without an outage. I'm sick fed up of trying to view my home CCTV but being thwarted by drops in the connection.

Re: Yet another day of rubbish service

Anotherone — Wed, 09 Jan 2013 01:22:41 GMT

Drops in connection? Do you mean drops in sync?

Re: Yet another day of rubbish service

watty — Wed, 09 Jan 2013 01:47:50 GMT

Both. Today it claimed to be connected, had an IP address but Internet was broken. Other times, sync will drop occasionally. Speed in general is poor for a supposed 10mb connection; I'd expect better than an absolute maximum of a few hundred kilobytes a second.
dick:quote

Re: Yet another day of rubbish service

Anotherone — Wed, 09 Jan 2013 02:12:51 GMT

I expect you've read about the Network problem but thing like that are quite rare. If you have drops in sync then you will likely have a line fault, that's not caused by problems with Plusnet's or come to that any ISP's network. If you could start a thread on the Broadband and Routers board and post some basic information I'm sure help will be forthcoming.
You could run the BT Speedtester (Diagnostic) and copy and paste the results to your post, also
Your Current Line speed (Login required) and the VP Status of your Exchange here also
Login to your modem/router and copy and paste the full DSL stats by clicking View more under DSL connection as shown here

Re: Yet another day of rubbish service

BBNoMore — Wed, 09 Jan 2013 16:54:56 GMT

Quote
Who have you moved from? Have you asked what the tag is, or who put it on and why?

In answer to your questions I moved from BT infinity back in November. I switched the fibre broadband only at first, but decided to move the phone service as well a couple of weeks later. This is when the problems started, the phone was supposed to be switched on Dec 5^th but instead I lost the phone service, however the broadband still functioned perfectly. A phone call to PN revealed there had been a problem in adopting the line and it would be sorted out in a couple of days, but I would have a new number. Sure enough the phone was restored with a new number. It was 10 days after this that the broadband was cut off and I am still waiting to be reconnected. From what I can tell, as the broadband was working ok at first the initial switch from BT was successful and the tag would have been set by PN. I guess the tag problem arose when the number changed. I have spoken and emailed CS several times and it seems that Openreach are responsible for clearing the tag, every time I call I am promised this will happen within 24 - 48 hrs. Three weeks and three days later the line has still not been cleared.
I am aware that PN have to rely on Openreach to carry out the work but I am currently paying for a service I cannot use which is very frustrating.