topic Re: lied misled and fobbed off in Plusnet Feedback

lied misled and fobbed off

neilhanmer1 — Sat, 09 Jan 2016 00:33:27 GMT

Very disappointed with Plusnet customer service.
Prior to joining Plusnet I was told I would receive at least the same broadband speed as my previous provider Talk Talk but probably better.
I also received a written estimate of minimum and maximum speeds I could expect.
The day I was connected my speed dropped 20% (it is now nearer 25%) I have waited hours to be connected to call centres and waited days while the lines checked, settings re-set and lines to 'settle' all to no avail.
What do I want?, only to receive the minimum speed quoted for or to be released from my contract without penalty.
Plusnet cannot or will not do either.
Very disappointed to receive this level of customer service from a company who advertises and prides itself on the standard of service given to its customers.
Any suggestions on what I can do next or do I have to grin and bare the lesser speed than I had with Talk Talk for the next 10 months?

Re: lied misled and fobbed off

Townman — Sat, 09 Jan 2016 00:41:38 GMT

Hi Neil,
A warm welcome to the forums.
Can you please post the information listed in the speed issues thread. That will give community members the information needed to assess your situation. There are a number of factors which can impact available and actual speeds. In some cases, the speeds which are available to non-LLU ISPs (such as PlusNET) is restricted by BT Wholesale in that they have not invested in upgrading exchanges. Look here - http://www.kitz.co.uk/adsl/broadbandchecker.php - to see if CN21 services are available on your exchange.

Re: lied misled and fobbed off

neilhanmer1 — Sat, 09 Jan 2016 01:03:17 GMT

Hi Townman -thanks for the reply
sorry I am not tech minded and possibly cannot answer your questions.
Anyway, when I was with Talk Talk my broadband speed was generally 3.0-3.2, with PN its now approx 2.1-2.3 (I was quoted 3.0-9.0)
the exchange info given with regards to CN21 is as follows
21CN WBC (ADSL24) Enabled
21CN due (PSTN) - info N/A
makes no since to me!- hope it does to you.
All I know is I was getting over 3 before I joined PN and jst over 2 after and the only thing I did was change the router!, nothing else was changed or altered.
thanks for your interest
Neil

Re: lied misled and fobbed off

Townman — Sat, 09 Jan 2016 01:14:40 GMT

Hi Neil,
Well at least your exchange does have 21CN, but you appear to be on a long line.
Can you please take a look at the speed issues thread - link below in my sig. Without your line stats, BTw speed test results and current speed info it is simply not possible to advise where you stand. Which router have you got? Were the tests run over wifi or Ethernet (with wifi switched off)?
Kevin

Re: lied misled and fobbed off

alanf — Sat, 09 Jan 2016 10:53:52 GMT

Quote from: neil
Plusnet cannot or will not do either.
Very disappointed to receive this level of customer service from a company who advertises and prides itself on the standard of service given to its customers.
Any suggestions on what I can do next or do I have to grin and bare the lesser speed than I had with Talk Talk for the next 10 months?

"6. Cancellation
The broadband line speed range that we quote when you order the service is an estimate only. Once your broadband speed has settled (usually 10 days after provision), if you are always getting line speeds lower than the estimated range that we quoted, you can contact us any time within the first 90 days after you ordered the service and we will try to improve the speed. If, despite any improvements we try to make, the line speed you get is significantly lower than the estimated range we quoted you when you placed your order for the service (go to Speed Check Estimates for more details) you will be entitled to cancel your broadband contract without paying a charge for ending it early subject to you following our instructions to resolve the problem."
http://www.plus.net/info2/legal/
You talk of enduring another 10 months of bad service which seems to imply that the 90 days since you placed your order must be fast approaching. Insist on your right to cancel.
My billing notification informs me that the Ts&Cs will be changing on 19th January. "This is to make them easier to read and to reflect your rights under the Consumer Rights Act."
I suggest that you make a copy of the current terms "in effect from 2nd September 2015" to ensure that you can prove the terms at the time that you placed your order.

Re: lied misled and fobbed off

neilhanmer1 — Mon, 11 Jan 2016 19:37:38 GMT

Quote from: Townman
Hi Neil,
Well at least your exchange does have 21CN, but you appear to be on a long line.
Can you please take a look at the speed issues thread - link below in my sig. Without your line stats, BTw speed test results and current speed info it is simply not possible to advise where you stand. Which router have you got? Were the tests run over wifi or Ethernet (with wifi switched off)?
Kevin

Hi Kevin
thanks for the reply, sorry I havent responded sooner I have not been able to access e-mails etc over the weekend
stats as requested
BT speed result - 2.31
current line speed -2.2
router - Sagemcom 2704n
test run - Ethenet
Ookla speed reults 2.12
previous provider Talk Talk with DSL-2780 Broadband N ADSL2+ router
hope they make sense to you
thanks again Neil
Neil
dick:green Quote fixed.

Re: lied misled and fobbed off

neilhanmer1 — Mon, 11 Jan 2016 19:44:29 GMT

Quote from: alanf
Quote from: neil
Plusnet cannot or will not do either.
Very disappointed to receive this level of customer service from a company who advertises and prides itself on the standard of service given to its customers.
Any suggestions on what I can do next or do I have to grin and bare the lesser speed than I had with Talk Talk for the next 10 months?

"6. Cancellation
The broadband line speed range that we quote when you order the service is an estimate only. Once your broadband speed has settled (usually 10 days after provision), if you are always getting line speeds lower than the estimated range that we quoted, you can contact us any time within the first 90 days after you ordered the service and we will try to improve the speed. If, despite any improvements we try to make, the line speed you get is significantly lower than the estimated range we quoted you when you placed your order for the service (go to Speed Check Estimates for more details) you will be entitled to cancel your broadband contract without paying a charge for ending it early subject to you following our instructions to resolve the problem."
http://www.plus.net/info2/legal/
You talk of enduring another 10 months of bad service which seems to imply that the 90 days since you placed your order must be fast approaching. Insist on your right to cancel.
My billing notification informs me that the Ts&Cs will be changing on 19th January. "This is to make them easier to read and to reflect your rights under the Consumer Rights Act."
I suggest that you make a copy of the current terms "in effect from 2nd September 2015" to ensure that you can prove the terms at the time that you placed your order.

Hi Alan
many thanks for the information
I hope PN can sort out the issue but after the length of time they ate taking I doubt if they can.
I dont want to start changing provider again all I want is what they said they would provide but if I do need to change provider to achive better speed then so be it -if I can!
thanks again
Neil
dick:green Quote fixed

Re: lied misled and fobbed off

neilhanmer1 — Mon, 11 Jan 2016 20:01:21 GMT

can anybody advise please:-
would the type of router have any bearing on the broadband speed?
Neil

Re: lied misled and fobbed off

Townman — Mon, 11 Jan 2016 23:52:28 GMT

Hi Neil,
I need the full page of router stats please - see the link below for your router. You can just copy and paste the details to avoid the need to transcribe them.
Kevin

Re: lied misled and fobbed off

neilhanmer1 — Tue, 12 Jan 2016 21:08:31 GMT

Hi Kev
sorry but I cannot access the router info -there doesnt appear to have any preloaded info for the Sagemcom 2704n -I did say I wasnt tech minded!

Re: lied misled and fobbed off

Townman — Tue, 12 Jan 2016 22:29:36 GMT

Hi Neil,
I prefer "Kevin" please.
I'm not sure what you mean by preloaded info - what I'm asking for is the operational line stats reported by the router - the link in my sig will display them for you. I cannot recall exactly the interface on the 2704n - you might need your password for the router.

Re: lied misled and fobbed off

Mayfly — Wed, 13 Jan 2016 07:14:22 GMT

Post made in error
Sorry.

Re: lied misled and fobbed off

jelv — Wed, 13 Jan 2016 07:28:57 GMT

Neil, what do you get when you go to http://192.168.1.254/statsadsl.html (that's where the 2704 stats link in Kevin's signature goes)

Re: lied misled and fobbed off

neilhanmer1 — Thu, 14 Jan 2016 23:23:46 GMT

Hello Kevin
hope the attachement helps
many thanks for pointing me in the right direction soon whitter

Re: lied misled and fobbed off

Townman — Fri, 15 Jan 2016 00:56:38 GMT

Ouch!
If I believe the reported attenuation, you are more than 4.5km from the exchange and getting more than might be reasonably expected on a line of that length.
If you were given an estimate higher than what you are getting (see the current speed link below) then I'd have to question the attenuation reported by the router. That would lead one to question its overall behaviour.
@CRT,
Can you please post a full CLT report? It would be useful to know what attenuation etc BTOR's systems report for this line. Does it have a clean errr history. Frankly if the attenuation figure is correct I do not understand how Talk Talk could have delivered higher speeds, in spite of their different line error management.
Kevin

Re: lied misled and fobbed off

aesmith — Fri, 15 Jan 2016 09:44:48 GMT

I don't see any corrected errors, that might be because the 2704N doesn't show them, or could it be that Interleaving isn't set? 64dB suggests a line length of over 6km, does that make sense? If it doesn't then maybe something in the house is hurting the line, for example have there been any wiring or filter changes when switching from TT to Plusnet? My (limited) experience with the 2704N suggests it's OK on my line which is 5.3km/57dB and gives as good a speed as anything I've tried, so the router swap shouldn't be slowing you down.
On a long line I think it's worth getting everything spot on at your end, using a filtered faceplate, router straight into the master socket and use as short a screened DSL cable as possible (for example Screened DSL Cable 0.5m)

Re: lied misled and fobbed off

neilhanmer1 — Fri, 15 Jan 2016 19:25:00 GMT

Hello Tony
thanks for your interest/help
there have been no changers since I joined PN, the only thing I have done is the swap routers.
Nothing has been added or changed -it is even the same filter.
The router is hard wired to the family computer - I understand from PN they use different equipment than TT, I have also read the routers used by PN are not as good as the ones supplied by other ISPs.
I just wonder if that could be contributing?, is does seem strange the speed dropped immediately when I was connected to PN -hence my annoyance.
I have the opportunity to leave PN which is not really what I wanted to do, I just wanted a similar broadband speed but regrettably I may have to ultimately leave.
It does look like there is nothing PN can or will do to improve the speed -it is less now than a couple of few weeks ago!
many thanks to all who have helped/advised.
Neil

Re: lied misled and fobbed off

ejs — Fri, 15 Jan 2016 20:25:41 GMT

Interleaving being off might not be the best setting for getting the most speed out of the line. Plusnet could easily change that setting.
The stats also indicated it had connected as ADSL2+. It would probably be better using ADSL2, not 2+, on such a long line. Unfortunately it's not possible to change the ADSL mode with the 2704n, nor do Plusnet have the ability to set ADSL2, due to their supplier's (BTWholesale) systems not having that option.
Those two things, the different equipment at the exchange, and the small amount of speed lost due to the Plusnet profile, could probably just about account for the total difference in speed.

Quote from: Townman
Can you please post a full CLT report? It would be useful to know what attenuation etc BTOR's systems report for this line. Does it have a clean errr history. Frankly if the attenuation figure is correct I do not understand how Talk Talk could have delivered higher speeds, in spite of their different line error management.

Well, the attenuation is measured on the end receiving the signal, so it'll be measured by neil h's modem, and the value reported back to the system at the other end, so I'd expect the attenuation to be pretty much the same as the values in the stats provided.

Re: lied misled and fobbed off

Townman — Fri, 15 Jan 2016 21:11:04 GMT

Ejs,
I was thinking of the full CLT report, which if I recall correctly includes estimated, calculated and measured atttenuation (celenerity) the former two coming from assessment of BTOR's line spec data.

Re: lied misled and fobbed off

neilhanmer1 — Fri, 15 Jan 2016 22:35:58 GMT

Ejs/Tony
many thanks for your interest and comments, even though I dont fully understand the terminology I do get the general feel on what is being said/discussed.
If Ejs's conclusion is correct, isn't this something PN should have known from the outset?and if so with the equipment PN are using then is it right to assume I will never be able to receive the speeds I previously had with TT?
Any suggestions on what I should do next?
Neil