topic Re: Superb Customer Service. in Plusnet Feedback

Superb Customer Service.

shivers — Sat, 14 May 2016 14:06:26 GMT

Yesterday I reported a fault on my line, (line being pulled by trees) two engineers arrived within 10 minutes yes 10 minutes. They had a look at the trees and tested the line and replaced the line from the pole there and then. Could not do anything about the trees but replaced line with upgraded heavy duty line. Fantastic work by PLUSNET and the linesmen. Many Thanks to both.

Now can you fix my broadband please ?

Moderator's note by Adie (Dvorak) All caps title removed as per Forum rules

Re: Superb Customer Service.

davidj66 — Sat, 14 May 2016 20:40:33 GMT

CANNOT believe that they turned up because of your fault report.MUCH more likely that one of your neighbours had reported the situation a few days (or more!) before.

Re: Superb Customer Service.

shivers — Mon, 16 May 2016 09:22:24 GMT

Checked with neighbours, I was the only one who reported a problem. Well done PLUSNET.

Re: Superb Customer Service.

Pettitto — Mon, 16 May 2016 12:15:23 GMT

What issues are you seeing with your broadband?

Re: Superb Customer Service.

shivers — Mon, 16 May 2016 13:53:40 GMT

broadband keeps dropping to between 4.2 and 3.5 mbps and 0.68 mbps.

Re: Superb Customer Service.

Townman — Tue, 17 May 2016 12:43:24 GMT

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.

Re: Superb Customer Service.

shivers — Wed, 18 May 2016 13:17:15 GMT

Hello, done all you requested. B.T.W I surmise sent you the results. Said line supports 21mbps getting nowhere near that and flucuates terribly.

Re: Superb Customer Service.

Townman — Wed, 18 May 2016 14:34:14 GMT

If you don't want to share the requested information, then there's nothing more that community members can do to assist you.