topic Re: Leaving due to RUBBISH Yorkshire service in Plusnet Feedback

Leaving due to RUBBISH Yorkshire service

flyerdave — Thu, 15 Aug 2013 09:44:35 GMT

I have been with Plusnet for about three years and their service has become worse and worse. I have had 3 routers from them and made numerous tests on their fault system but just lately they have exceeded in their attempt to provide the worse internet service possible as my connection now drops about 12 times a day.
Their search heading says "Plusnet | Fast, cheap, reliable Broadband and Phone packages", which is nothing but a lie. They should be fined for false advertising!
My advise get rid of this BT and Yorkshire useless rubbish.

Re: Leaving due to RUBBISH Yorkshire service

Kelly — Thu, 15 Aug 2013 09:50:12 GMT

Ouch.
Ok, something is definitely wrong here. You shouldn't have been given 2 replacement routers. If your line is dropping, it's far more likely to be a wiring fault in your house, dodgy microfilters or a fault on your line!
Let's try and get this sorted!
This image definitely shows you have a problem:

Re: Leaving due to RUBBISH Yorkshire service

Chris — Thu, 15 Aug 2013 10:05:07 GMT

As Kelly says, something is definitely wrong. From the last fault you raised it looked like we were ready to send an engineer if you told us the problem was continuing. If you can run through the questions at faults.plus.net I'll get someone to pick it up and get an engineer booked for you.

Re: Leaving due to RUBBISH Yorkshire service

flyerdave — Thu, 15 Aug 2013 10:12:16 GMT

I have checked out the line with BT (more times than I care to remember) and they say nothing is wrong with it.
I have carried out all the tests plusnet recommends time and time again until I am blue in the face!
I have even replaced the BT box into the house and still it bombs out on me.
I have removed all other extensions and telephones but the issue is unresolved.
i am extremely fed up with the service from BT Plusnet.

Re: Leaving due to RUBBISH Yorkshire service

Chris — Thu, 15 Aug 2013 10:15:49 GMT

Quote
I have checked out the line with BT (more times than I care to remember) and they say nothing is wrong with it.

BT can only test the voice part of the line, if it's a fault with the broadband then they won't see it.

Quote
I have carried out all the tests plusnet recommends time and time again until I am blue in the face!

I'm not asking you to do the tests again, I can see you've done them. If you go through the fault checker just answering the questions we'll take it from there.

It's very likely the the fault is external to your premises, so an engineer is needed to test from your house back to the exchange. Without this the fault is likely to continue and very likely to move to another ISP as they'll be using the same copper wire as we do.

Re: Leaving due to RUBBISH Yorkshire service

flyerdave — Thu, 15 Aug 2013 18:37:10 GMT

Had enough - my line just went down again - I want my MAC code so I can get out of this RUBBISH useless company.

Re: Leaving due to RUBBISH Yorkshire service

Devonian — Thu, 15 Aug 2013 18:59:55 GMT

PlusNet have offered via this thread to help, and send an engineer, but you don't seem to be cooperating at all, I don't get it!
dick:quote

Re: Leaving due to RUBBISH Yorkshire service

kdoug007 — Thu, 15 Aug 2013 19:21:45 GMT

just read this post and im sorry to read this..
However in PN defence.. i am with PN now for several months and find the broadband fantastic
and the router,, the wi-fi expecially is so good,,

Re: Leaving due to RUBBISH Yorkshire service

flyerdave — Thu, 15 Aug 2013 19:35:07 GMT

I have been with plusnet for over three years and two of those years have been nothing but problems.
3 routers, all supplied by Plusnet, I have done numerous tests and at least on one occasion the BT engineer has come out to sort the problem. My line still goes down so it has to be Plusnet that is the problem. I have forgotten the number of times I have completed their useless testing and been told that it is BT's fault.
I have been in touch with BT today and they have confirmed that there is no fault on my line, that it is Plusnet.
Are you aware that Plusnet is owned by BT? They are just passing the buck due to the appalling and constant bad service that is offered.
Some days my line may only go down a few times, but lately it has been dropping 12 times a day.
I have had enough and I want out of this wretched company.

Re: Leaving due to RUBBISH Yorkshire service

Devonian — Thu, 15 Aug 2013 19:38:09 GMT

How can BT possibly know there is no fault?
That is impossible.
All BT are doing is trying to get a new sale.

Re: Leaving due to RUBBISH Yorkshire service

flyerdave — Thu, 15 Aug 2013 19:40:08 GMT

Devonian did you read what I said
PLUSNET IS OWNED BY BT!

Re: Leaving due to RUBBISH Yorkshire service

Devonian — Thu, 15 Aug 2013 19:43:15 GMT

Yes, but both companies are operated separately.
BT can't just pop into the PlusNet office and have a shifty through your files.
It is IMPOSSIBLE for BT to know if you have a faulty line or not, unless you are a customer of theirs. Hell, BT can't even diagnose problems for their own customers!

Re: Leaving due to RUBBISH Yorkshire service

flyerdave — Thu, 15 Aug 2013 19:44:07 GMT

I am sending plusnet the following letter tomorrow morning.
Plusnet
The Balance
2 Pinfold Street
Sheffield
S1 2GU

15th August 2013
Dear Sirs,
I am totally fed up with your rotten lies and evil excuses about the poor quality of internet service you have provided me with over the past two years.
I have therefore decided that the time has now come to leave your company and go elsewhere.
I demand that you supply me with a MAC code within the next 7 days with out any further excuses. This can be sent to my email address at (blanked out).
You will note that I am sending a copy of this letter to the Ombudsman Services, The Brew House, Wilderspool Park, Greenall's Avenue, Warrington, WA4 6HL
I do hope that you will promptly reply with my MAC code so this matter does not have to go any further.
Yours faithfully
We will see how long it takes Plusnet to give me my MAC Code.

Re: Leaving due to RUBBISH Yorkshire service

Mattz0r — Thu, 15 Aug 2013 20:12:16 GMT

flyerdave,
I don't see what the problem is - Have you raised the fault again yet?
Plusnet fault's team are one of the best (if not the best) there is. There is so much knowledge in that department it's unreal.
If you can't be bothered to raise a fault for them to look at it, then I think it's a bad job.
You complain of rubbish service, you get offered help, you pretty much ignored it up to now.
If you're in a contract you'll be liable for the fees.
All it takes is a few minutes of your time to run through the http://faults.plus.net system and then Chris has kindly said he will get it sorted out for you.
Just my 2 cents,
Cheers,
Matt

Re: Leaving due to RUBBISH Yorkshire service

flyerdave — Thu, 15 Aug 2013 20:17:29 GMT

Quote from: Mattz0r
flyerdave,
If you can't be bothered to raise a fault for them to look at it, then I think it's a bad job.
Matt

Matt, I have raised a fault many times over the past two years and I am no further forward so I have lost my patience with Plusnet and I now want out. My contract was for 12 months which ended sometime ago.

Re: Leaving due to RUBBISH Yorkshire service

Mattz0r — Thu, 15 Aug 2013 20:19:44 GMT

Okay,
I also forgot to mention in the previous post, if the fault is on your line, you'll most likely still have the fault no matter which provider you go with.
Cheers,
Matt

Re: Leaving due to RUBBISH Yorkshire service

orbrey — Fri, 16 Aug 2013 08:08:20 GMT

Hi flyerdave,
The reason Chris asked you to run through the faults wizard instead of raising a ticket is so you could run through the questions - as you've already done the tests, you know the answers already so it won't take long. That would also have prevented the response you received to the ticket.
If you could just quickly run through it it'll pass a ticket through and we'll be able to get this resolved for you. I should also state that we can't take a cancellation request via ticket, you'd need to either call in or write to us as per our cancellation process.

Re: Leaving due to RUBBISH Yorkshire service

flyerdave — Mon, 19 Aug 2013 08:03:27 GMT

Matt I have had enough with the lies of Plusnet. Two years this has been going on and that is enough.
Speed test done this morning.
Download speed:
0.9Mb
Upload speed:
0.3Mb
Plusnet
Provider:
Plusnet
A letter is on the way asking for my MAC code. i have lost trust In Plusnet and anything you say.

Re: Leaving due to RUBBISH Yorkshire service

Mattz0r — Mon, 19 Aug 2013 08:47:46 GMT

I don't know what your estimated speeds are...
But I'm sure if you give plusnet the chance to solve your fault, you will be sorted.
I'm not sure what lies you are referring to?
I hope your new provider is able to resolve your line fault to your satisfaction.
Cheers
Matt

Re: Leaving due to RUBBISH Yorkshire service

chrispurvey — Mon, 19 Aug 2013 08:55:19 GMT

Hi flyerdave,
I've made an adjustment to your line so you should see an increase to your speed.
We need to get to the bottom of the dropouts though, if you're able to provide some availability this week I can arrange an engineer to attend to resolve the issues if you wish.