topic Re: Terrible service in Plusnet Feedback

Terrible service

delboy007007 — Fri, 08 Nov 2013 20:37:00 GMT

I have been getting a download speed of 1/2 megabyte for days now. No one answers the support phone numbers and Plusnet is the only internet based company I have ever dealt with (speaking as an IT professional) that doesn't allow me to contact them by email. I now have to go back twenty years and send them a letter to cancel my account. What a joke.

Re: Terrible service

pwatson — Fri, 08 Nov 2013 20:41:46 GMT

Although Plusnet do not offer support via email, they do have a support ticket system (Admittedly the response time is currently very long by all accounts)
If you have a suspected fault however, you can run through the tests as http://faults.plus.net which will give Support the necessary diagnostic info to progress your issue.

Re: Terrible service

xxandy77xx — Fri, 08 Nov 2013 23:28:26 GMT

Quote from: delboy007007
I have been getting a download speed of 1/2 megabyte for days now. No one answers the support phone numbers and Plusnet is the only internet based company I have ever dealt with (speaking as an IT professional) that doesn't allow me to contact them by email. I now have to go back twenty years and send them a letter to cancel my account. What a joke.

There are some useful guides here that may help and to help you report a fault http://community.plus.net/forum/index.php/topic,119921.0.html

Re: Terrible service

x47c — Sat, 09 Nov 2013 10:19:57 GMT

Quote from: delboy007007
I have been getting a download speed of 1/2 megabyte for days now. No one answers the support phone numbers and Plusnet is the only internet based company I have ever dealt with (speaking as an IT professional) that doesn't allow me to contact them by email. I now have to go back twenty years and send them a letter to cancel my account. What a joke.

Email addresses can be falsified/spoofed for cannot be regarded as a reliable secure means of communication
No company operating in a secure environment where it is vital to ensure that any messages received really do indeed come from the account holder will ever accept simple plain emails as a valid means of accepting such instructions.

Re: Terrible service

chrispurvey — Mon, 11 Nov 2013 10:06:56 GMT

Hi delboy007007,
Sorry to hear that your speeds have been slower than previous.
I've posted a graph of your connection which shows that you've had a few disconnections recently.
<img src="http://community.plus.net/visualradius/generated/image13841642027867.png"/>
This looks like it has caused your profile to restrict your speeds in order to try and increase stability. Our faults team will take a look at this as we need to see that your line is stable prior to increasing your speed.

Re: Terrible service

delboy007007 — Mon, 11 Nov 2013 12:44:02 GMT

speed has always been intermittent but usually bad. It is in my mother's house so I only use it a few weeks every year when I visit (she doesn't use it) and usually have problems. I called support at the beginning of the year (when somone used to answer calls) and they basically gave up on it.
Now it is worse than ever and the BT test I just made gave me a download speed of just .21 on an 8mb link.
So having paid for broadband for the last 7 months when I wasn't here I finally need to use it it is so bad I have to use my neighbours.

Re: Terrible service

chrispurvey — Mon, 11 Nov 2013 14:55:24 GMT

Is that over a wired or wireless connection?
Just to check, is this the account linked to your community profile?

Re: Terrible service

delboy007007 — Mon, 11 Nov 2013 15:01:57 GMT

this morning it was over a wireless connection but yesterday the results were the same whether cabled or wireless and with two different computers.
I have no idea if the account is linked with my community profile but it does use the same email address

Re: Terrible service

chrispurvey — Mon, 11 Nov 2013 15:29:05 GMT

Can you PM the username for the connection we're discussing so I can be sure I'm looking at the right account?

Re: Terrible service

chrispurvey — Mon, 11 Nov 2013 16:32:43 GMT

The line has been erroring recently which may be why you're seeing slower speeds, are you able to connect to your test socket and try a speeds test again over a wired connection?