topic Re: New Customer having an awful experience in Plusnet Feedback

New Customer having an awful experience

benharness — Sun, 22 Nov 2009 21:45:40 GMT

Have had the absolute displeasure of being a Plusnet customer for about 5 weeks. The wireless has always been intermittent, the broadband unreliable. And both are getting worse and worse. But now the support team appear to have gone awol - have heard nothing for 4 days despite 5 messages from myself since Wednesday. Going to be a god old fashioned phone call in the morning. And I leave this lot if I need to - and there is no way i will be paying for the next 12 months - this is not a cobntract that is so far being honoured by Plusnet.
Hugely disappointed and frustrated. If any new customers are looking...it may be cheap, but don't do it...

Re: New Customer having an awful experience

mjtuohy — Sun, 22 Nov 2009 22:49:25 GMT

Your contract is only 10 days now. It's only if you have defered charges .( They take a year to vanish. ) That you may owe more.
Martin

Re: New Customer having an awful experience

dvorak — Mon, 23 Nov 2009 09:12:04 GMT

Welcome to the forums
Sounds like you could have 2 separate issues.
1) Wireless, when you say it's unreliable what do you mean? Have you tried changing channels to see if that improves things?
2) Broadband connection, does it keep dropping the connection or something else. It might help if you post your router stats.
Both of these could be down to a faulty router, do you have a spare one to try or could you borrow one?

Re: New Customer having an awful experience

Chris — Tue, 24 Nov 2009 16:42:17 GMT

Hi Ben,
Sorry to hear of the problems you've had so far. I've just taken a look over your account and can see that you've spoken to one of our faults agents who is sending a new router out to you. Hopefully this will get to the bottom of your issues and we'll be able to show you the ISP we really are going forwards.

Re: New Customer having an awful experience

benharness — Thu, 26 Nov 2009 21:40:12 GMT

Chris, thanks, got the new router today. Same model, same issues with wireless unfortunately. From working quite well when I first got it it now does not connect on my laptop at all. Even when I'm sat next to the router.
Adiewoo - thanks for yours. The broadband connection keeps dropping out completely, which obviously drives you nuts. It also struggles to open any file more over 500kb.
In terms of the wireless, have had a new router from Plusnet today, but early tests are same issue. And my laptop works fine at two other locations with wireless. It now just does not connect at all - it cannot find the network?
Not sure how do get router stats?
cheers

Re: New Customer having an awful experience

pierre_pierre — Thu, 26 Nov 2009 21:53:00 GMT

the stats are here http://192.168.1.254 then Home > Home Network > Interfaces >WLAN: Thomson and click details at the top right

Re: New Customer having an awful experience

benharness — Fri, 27 Nov 2009 22:04:27 GMT

Adiewoo
my router stats are below. Am at a loss as to what i can do to!
Wireless Access Point - PlusnetWireless
Configuration

Interface Enabled: Yes

Physical Address: 00:24:17:7B:85:C9

Network Name (SSID): PlusnetWireless

Interface Type: 802.11b/g

Actual Speed: 54 Mbps

Band: 2.4G Hz

Channel Selection: Auto

Region: Europe

Channel: 1

Allow multicast from Broadband Network: Yes

Security

Broadcast Network Name: Yes

Allow New Devices: New stations are allowed (automatically)

Security Mode: WPA-PSK

WPA-PSK Preshared Key: **********

WPA-PSK Encryption: TKIP+AES

WPA-PSK Version: WPA+WPA2
[Moderator's note by Dick (Strat) WPA Key removed for security reasons.

Re: New Customer having an awful experience

pierre_pierre — Fri, 27 Nov 2009 22:05:43 GMT

remove your wpa keys as quick as you can

Re: New Customer having an awful experience

Oldjim — Fri, 27 Nov 2009 22:11:20 GMT

To get the information we need go to here http://192.168.1.254/cgi/b/dsl/dt/?ce=1&be=0&l0=1&l1=0

Re: New Customer having an awful experience

Jenkers — Fri, 27 Nov 2009 23:06:58 GMT

Have had similar problems in the past myself (not with Plusnet I may add) looking at your stats I would suggest changing your channel between 6-10, for some strange reason beginning and end of the range seem to present wireless drop, have also found that WPA security appears to be more compatible with all my systems than the later WPA-2

Re: New Customer having an awful experience

w23 — Fri, 27 Nov 2009 23:15:18 GMT

Just another possibility that may help with the wireless issue:
I have a Belkin Router that had similar issues with one particular PC (wireless was just not relaible), I found some advice (sorry I can't remember where) that said the 'Auto' channel setting on my model could cause problems when it changed channel so I set it to a fixed channel and the problem disappeared.
Might be worth a shot.