topic Re: A moot point in Plusnet Feedback

A moot point

Minivanman — Sat, 06 Aug 2016 10:21:56 GMT

Here's the puzzle.

Plusnet charge line rental on a line that can adequately service telephone calls, but not broadband.

So, how does that work then? Seems wrong to me, totally wrong and the agents on the chat line seem to agree but are unable to process retrospective refunds because of their own set procedures.

Comments (and analogies) welcome.

Re: A moot point

Anonymous — Sat, 06 Aug 2016 10:39:56 GMT

Well in this instance your line rental is to allow you to use that service (voice), but if the said same line cannot support broadband (by what definition I do not know) then surely you would not be offered a BB service on that line, and therefore incur no cost (line rental).

Re: A moot point

Minivanman — Sat, 06 Aug 2016 11:09:19 GMT

Indeed, and at one time it did support a half competent broadband, but now it does not yet I am told I will still have to pay for it. A request to 'split the difference' has been ignored. Not after free lunch, just an internet that works because at the end of the day it is that which uses the lions share of that line, not the telephone

Re: A moot point

Anonymous — Sat, 06 Aug 2016 11:21:08 GMT

By what definition are you using to say that the line cannot support BroadBand?

Re: A moot point

billnotben — Sat, 06 Aug 2016 11:43:21 GMT

My original phone line way back wouldn't even support dial-up. There was a shortage of lines so mine was some how a shared line.

I don't suppose they have that much nowadays.

Re: A moot point

Minivanman — Sat, 06 Aug 2016 14:25:24 GMT

By what definition? For some unknown reason, since the beginning of last March my line will not support/download more than 1Mb/s, so a bit like trying to drive a bus down a cycle lane I guess.

Re: A moot point

Anonymous — Sat, 06 Aug 2016 14:51:07 GMT

OK, this is based on tests or an assumption of your own? If it's proper OR tests then surely there is someone you can poke to get it fixed, after all it worked before! If it's your own assumption then you need to get some tests carried out.

Re: A moot point

Minivanman — Sat, 06 Aug 2016 16:09:10 GMT

Based on my tests and those of BT, and as for getting it fixed, really? It's what I've been trying to do for the last six months! - but we digress, as this post was about it being a moot point as to whether l should be charged or not.

Re: A moot point

PeeGee — Sat, 06 Aug 2016 16:27:00 GMT

@Minivanman wrote:

Here's the puzzle.

Plusnet charge line rental on a line that can adequately service telephone calls, but not broadband.

.....

Also:

... For some unknown reason, since the beginning of last March my line will not support/download more than 1Mb/s,...

So you have a working line that supports both voice and (albeit slow) broadband. I fail to see why you think you should not pay for the line you rent

Phil

Re: A moot point

Minivanman — Sat, 06 Aug 2016 18:32:24 GMT

So you think you should pay top whack for a line that does not allow you to watch live video, often hangs up, and takes four to five hours to download a program?

Sorry, but either you are 'taking the Michael' or you are living on a planet that has full high speed uninterrupted broadband.... and have done for the last six months.

Congratulations.

Re: A moot point

Minivanman — Sat, 06 Aug 2016 19:32:49 GMT

Do any of the plusnet people we have around here have a view on this, or is that asking too much?

Happy to have it explained to me why I might be wrong and/or confused about this.

Re: A moot point

rongtw — Sat, 06 Aug 2016 21:53:54 GMT

Its the weekend maybee on monday

There was a time when PN staff were about 24/7 LONG time ago

Re: A moot point

PeterLoftus — Sun, 07 Aug 2016 07:17:45 GMT

I suppose that you have reported a fault so the line is under repair. As others have stated on this thread, what is the definition of not 'servicing' broadband in terms of speed reliability useability etc?. If you can define how the service differs from an acceptable level then we can comment. I think we are in the realms of a financial settlement because PN have failed to provide an adequate service or goodwill gesture as PN would term it.

Re: A moot point

Gel — Sun, 07 Aug 2016 07:12:18 GMT

As a matter of interest pse post BT Wholesale speed test results:

http://speedtest.btwholesale.com/

Re: A moot point

Minivanman — Sun, 07 Aug 2016 07:59:35 GMT

An acceptable level? I thought I had already done that and besides, surely it is something you yourself could define.

As said I think, phones are now very much an aside when it comes to the quality of the line as the Lions share of it's use is now video streaming and it is that which at less than 1Mb/s and noise on the line which results in constant buffering, hang ups, and the requirement to download programs for watching overnight as it takes several hours to complete. Plusnet themselves agree this is not acceptable which is why to date I have had at least ten if not more engineers attend my home over the past six months and why BT have placed traffic lights on three separate occasions and now soon to be a fourth at my nearest cabinet in order to safely access it.

We could liken it I suppose to paying the full price for a hire car and it's petrol, and one that will only get you to your local shops rather than the next town. Sure, like plusnet they would give a refund but unlike plusnet they would not I hope then tell me it had all been a mistake and that further refunds would no longer be given for the car, only for the petrol you have been unable to use!

What am a missing here guys, the ability to keep quiet about it and not ask questions or demand explanations? I guess that would be it.

Re: A moot point

Minivanman — Sun, 07 Aug 2016 08:13:00 GMT

Always a lot less than 1Mb/s download and an upload speed not even worth a mention. I check the line speed using that link most days doing three checks at a time for parity, although quite often it will not even allow me to do that as I cannot get on line in the first place or when I do, it either freezes or hangs up but hey, patience is a virtue yes?

I'm beginning to think not to be honest Gel.

Re: A moot point

ejs — Sun, 07 Aug 2016 08:22:04 GMT

But the way broadband is sold in this country is that it's a fixed price regardless of what speed you actually get (up to the headline speed for the product). People who don't even have broadband still pay the same line rental.

Re: A moot point

davidj66 — Sun, 07 Aug 2016 09:25:10 GMT

OP - In your various other threads (to which I have contributed) I think we have ascertained that Openreach have decided that your problem solution is either too expensive (digs and new cabling) or too inconvenient (road closures etc). They have decided that they only have to provide a working telephone for calls under the USO.

As I see it,you have two options -1 If you don't make calls,cancel with PN and do without everything or 2. move to a more expensive provider like A & A who MIGHT have more clout with Openreach to get the broadband sorted.

If you make calls and stay with PN then I can't see any way that they are going to discount your line rental.

Re: A moot point

PeeGee — Sun, 07 Aug 2016 09:48:17 GMT

@Minivanman wrote:

As said I think, phones are now very much an aside when it comes to the quality of the line as the Lions share of it's use is now video streaming and it is that which at less than 1Mb/s and noise on the line which results in constant buffering, hang ups, ......

I seem to have missed an earlier reference to noise on the line. Whether you use the phone or not, that is the only thing that can be used against OR. Broadband is provided as a "whatever the line supports" addition, with no guarantees of performance.

Regarding your response to my previous post, yes I do expect you to pay for a line that you have connected; the quality of broadband is irrelevant unless and until the conditions imposed upon OR change.

Re: A moot point

Minivanman — Sun, 07 Aug 2016 10:08:51 GMT

Then let's agree to disagree friend because both myself and plusnet think the quality is not irrelevant otherwise we not not be spending out time chasing BT around the houses. If you would be happy with less than 1Mb/s download, upload not worth mentioning and noise on the line and pay the full charge for it then fine, we'll leave it there.