topic Re: Absolutely the worst excuse for customer 'service' in UK history in Plusnet Feedback

Absolutely the worst excuse for customer 'service' in UK history

jamessc — Sun, 23 Jul 2017 20:06:40 GMT

Extremely slow broadband for no apparent reason, no customer service despite plusnet lies about employing more staff to help with calls there's still an hour wait on the phone?!?

Utterly disgraceful , completely worthless, there ought to be an award for the most embarrassing and useless excuse for customer service, plusnet would win every time

Re: Absolutely the worst excuse for customer 'service' in UK history

Townman — Mon, 24 Jul 2017 00:03:59 GMT

Maybe you might find the slow speed self help information available on the forum of some assistance. There is also the self help broadband fault reporter.

See links for each below.

Re: Absolutely the worst excuse for customer 'service' in UK history

Gandalf — Mon, 24 Jul 2017 10:41:37 GMT

Hi there,

My tests aren't showing any issues. Your router is in sync at 4.6mbps and your connection is stable.

Can you run a BT speedtest for me please at http://www.speedtest.btwholesale.com using a wired connection, ensuring that no other devices are connected to the router (wired or wireless), and there are no open background tasks on the PC you're using. Once you have the result, please complete the further diagnostics. This will store the result on the supplier system.

Thanks,

Anoush

Re: Absolutely the worst excuse for customer 'service' in UK history

jamessc — Thu, 03 Aug 2017 20:42:00 GMT

Hi,

Here are the test results, as you will see the results are totally unacceptable.

The speed regularly drops out, hangs, buffers and is ridiculously slow at a varying times of day and for no obvious reason.

It's never been a decent speed but it's certainly been worse recently.

Please provide some meaningful advice on how to get a consistent, reasonable internet connection asap.

Thank you

Moderator's note by Mike (Mav): Insult removed as per Forum rules.

Re: Absolutely the worst excuse for customer 'service' in UK history

chenks76 — Thu, 03 Aug 2017 20:00:19 GMT

did you do the test over wifi or ethernet?

Re: Absolutely the worst excuse for customer 'service' in UK history

Mav — Thu, 03 Aug 2017 20:44:03 GMT

Moderator's note:

I have removed the insult from one post and removed another post.

Please keep to the subject in hand and stop this bickering.

Re: Absolutely the worst excuse for customer 'service' in UK history

jamessc — Thu, 03 Aug 2017 21:01:44 GMT

Ethernet, as per instructions

Re: Absolutely the worst excuse for customer 'service' in UK history

jamessc — Thu, 03 Aug 2017 21:01:01 GMT

Facts are facts. How pathetic that plusnet are incapable of actually doing anything useful that fast. Or at all.

Re: Absolutely the worst excuse for customer 'service' in UK history

MauriceC — Fri, 04 Aug 2017 08:29:13 GMT

@jamessc If you really want the Community to help you resolve the problem - wind your neck in!

Most of the users here are NOT Plusnet staff and give of their time freely to assist other users.

Re: Absolutely the worst excuse for customer 'service' in UK history

Townman — Fri, 04 Aug 2017 08:38:34 GMT

@MauriceC,

This is the 4th topic in the same rhetoric - I have asked the mods to consider merging them all in to one so that the whole of the issue, actions / information requested and responded to can be seen in one place.

Re: Absolutely the worst excuse for customer 'service' in UK history

Gandalf — Fri, 04 Aug 2017 16:13:02 GMT

@jamessc wrote:

Ethernet, as per instructions

Thanks for that. Can you complete the further diagnostics please?

Re: Absolutely the worst excuse for customer 'service' in UK history

rongtw — Fri, 04 Aug 2017 16:38:07 GMT

@Gandalf the further diagnosis test is Dodgy it works once in a while

Re: Absolutely the worst excuse for customer 'service' in UK history

jamessc — Sun, 06 Aug 2017 12:18:55 GMT

That is THE POINT?!??!!

The 'service' is an absolute disgrace, what part of that are you having difficulties with?

Re: Absolutely the worst excuse for customer 'service' in UK history

Townman — Sun, 06 Aug 2017 12:24:32 GMT

Are you referring to the BT Wholesale speed test further diagnostics on the BT Wholesale site owned by BT Wholesale ... not Plusnet?

This works most of the time - if it is not working for you, please report here (screen grab) the error message. Have you tried this in a different browser?

Re: Absolutely the worst excuse for customer 'service' in UK history

jamessc — Sun, 06 Aug 2017 12:33:22 GMT

Yet another test error, which I am now raising with my 'service' provider, for what it's worth.

Re: Absolutely the worst excuse for customer 'service' in UK history

Townman — Sun, 06 Aug 2017 12:49:05 GMT

@Gandalf,

Is there any known cause of your supplier's test system repeatedly failing for a particular user as here ... which you guys have the ability to rectify please?

Re: Absolutely the worst excuse for customer 'service' in UK history

Chris — Tue, 08 Aug 2017 13:10:05 GMT

We've been flagging examples of the further diagnostics speedtest failing through and will continue to do so along with asking for the root cause to be investigated.

Re: Absolutely the worst excuse for customer 'service' in UK history

jamessc — Wed, 09 Aug 2017 22:24:39 GMT

Still appallingly slow connection, still no help whatsoever from plusnet

Re: Absolutely the worst excuse for customer 'service' in UK history

Townman — Thu, 10 Aug 2017 07:52:47 GMT

Still no router stats from the user too.

Have you raised a fault report?

Re: Absolutely the worst excuse for customer 'service' in UK history

mort7890 — Thu, 10 Aug 2017 08:11:07 GMT

Thought I would try again, looking at this subject, a BT Speedtest. My speed is what I expect but the result is

The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.