topic Re: They are now bad bad bad in Plusnet Feedback

They are now bad bad bad

Exmoor — Thu, 15 Dec 2016 21:23:20 GMT

We all know plusnet is bt by another name but originally they did offer good service but in the last twelve months they have really shut the service down . The call centre staff will do anything to fob you off untill in the end you just give up trying . I have tried on 3 seperate occasions to get my broadband speed up to the original heights but gave up through exhaustion . Anyone know of a good broadband provider i am sick of bad service

Re: They are now bad bad bad

jelv — Fri, 16 Dec 2016 08:53:42 GMT

If your usage isn't high AAISP service is pricey but excellent.

Re: They are now bad bad bad

Anoush — Sun, 18 Dec 2016 08:52:06 GMT

Hello @Exmoor

Sorry to hear you're experiencing speed problems. I'm testing your broadband:

Downstream Link Info

Loop Loss	Loop Loss Add Text	SNR Margin	Errored Seconds	HecErrors	Cell Count	Speed
44		11	0	0	37444801	2688

ADSL Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Range(Mbps)	Availability Date				Left in Jumper
ADSL Max	Up to 2.5		--		1.5 to 5	Available	--	--	--	--

As your speed is within estimates, we wouldn't be able to raise a fault to our suppliers I'm afraid. Having said this, I can see the service is banded at 2000 kbps.

I've reset your line now to try to squeeze a bit more speed out of your connection.

Apologies for the inconvenience caused.

Re: They are now bad bad bad

william_ward — Tue, 20 Dec 2016 13:03:30 GMT

really sorry to hear about this experience, however, that is not borne out by my experience - reported a fault on Friday - no phone and variable/on/off internet - but fully sorted on Monday morning - excellent servce once again from PN

Yes, you can be on the phone a long time, however, the 'chat' experience is outstanding - (I know as I obviously couldn't ring!!) and they do sort things quickly (at least that's what I've found)

Re: They are now bad bad bad

Chris — Tue, 20 Dec 2016 13:05:57 GMT

Thanks for the post! Good to hear that your issue was sorted quickly.

Re: They are now bad bad bad

Townman — Wed, 28 Dec 2016 15:56:27 GMT

@Anoush,

The key questions to be explored here are why is the service banded and the SNRM is 11?

As ever with such issues, there is equal chances that the problem is due to the home environment or the phone line. Following the advice in the speed issues thread below might be helpful.

Also @Exmoor

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.

Re: They are now bad bad bad

ejs — Wed, 28 Dec 2016 16:05:42 GMT

Considering it was ADSL Max, it probably wasn't banded, 2000 was probably simply the IP Profile, rounded down as they are on ADSL Max.

Re: They are now bad bad bad

Anoush — Wed, 28 Dec 2016 17:38:11 GMT

Yeah, it was the BRAS profile.

It could've been anything that triggered the DLM. I tested the line which came back clear.