topic Really poor service - Fibre running at 2mb, no show engineers in Plusnet Feedback

Really poor service - Fibre running at 2mb, no show engineers

alphabeta77 — Wed, 16 May 2018 19:41:35 GMT

My fibre broadband has been getting slower and slower to the point it's hitting 2mb/s.

Called Plusnet (chat seems useless and is never available - just get 'all our advisors are currently busy' at every hour of the day).
Waited 15 mins for someone to answer, eventually got through - line test done and fault in line.
Engineer arranged to arrive 8:00-13:00 today - no one's turned up.
No messaging etc
Tried to call Plus net - 30 minute wait times, gave up after 35 mins....

Can someone please tell me what's going on and arrange an engineer who will actually turn up? I've been paying for a 56k service at fibre prices for weeks now...

Re: Really poor service - Fibre running at 2mb, no show engineers

MatthewWheeler — Thu, 17 May 2018 08:18:52 GMT

Sorry to hear about this.

Unfortunately it looks like the appointment failed due to a issue on our suppliers systems.

If you can respond to the latest update we've sent we can get this progressed for you.

Re: Really poor service - Fibre running at 2mb, no show engineers

alphabeta77 — Sun, 20 May 2018 16:04:12 GMT

Have responded with the three dates requested, but it's now four days later and still no response/confirmation from plusnet.

Is this the normal service standard to expect?

Re: Really poor service - Fibre running at 2mb, no show engineers

jab1 — Sun, 20 May 2018 20:43:07 GMT

When did you respond with your available dates? If it was late Friday, BT tend to close down early, so PlusNet won't get a response until Monday.

Re: Really poor service - Fibre running at 2mb, no show engineers

Mustrum — Sun, 20 May 2018 21:33:22 GMT

As already said, weekends are not working days, so its not 4 days - at most two, but probably only one!

Re: Really poor service - Fibre running at 2mb, no show engineers

MasterOfReality — Tue, 22 May 2018 14:06:47 GMT

hi @alphabeta77

I can see that this ticket was updated on Sunday with your Engineer information.

Sorry for the delay in replying to this feedback post.

I hope this information is helpful.

Kind Regards,

Alisdair