topic Re: What has happened to PlusNet support? in Plusnet Feedback

What has happened to PlusNet support?

hiwj — Mon, 21 Dec 2020 17:40:59 GMT

When I joined PlusNet several years ago, their customer support was excellent. When you phoned support, you would get an answer within about 2 minutes. Now, their chat service is offline, and their phone support is non-existent (no answer after 30-45 minutes of waiting).

I've logged a support issue over 10 days ago, and was promised it would be escalated to higher-level support, but I've got no response or resolution at all. I've even pointed them in the right direction after reading these forums.

I used to recommend PlusNet to family and friends, but at the moment am finding it difficult not to move to another ISP myself !!

Re: What has happened to PlusNet support?

198kHz — Mon, 21 Dec 2020 23:11:33 GMT

@hiwj Welcome to the forum. 🙂

What has happened to PlusNet support?

As you're probably aware, Plusnet, like EE, are part of the BT Group.

Some say that the dismal support is a deliberate ploy to destroy the Plusnet brand and get customers to move to BT Retail.

I prefer to believe that it's rooster-up rather than conspiracy - ie good old fashioned incompetence.

Re: What has happened to PlusNet support?

Thrall — Mon, 21 Dec 2020 23:41:14 GMT

What’s the issue you’re having?

Maybe somebody can help out over here

Re: What has happened to PlusNet support?

hiwj — Tue, 22 Dec 2020 09:26:00 GMT

I recently switched to the Unlimited Fibre Extra service with a guaranteed download speed of 60mbs. However, I have noticed that my account is being restricted to 21mbs by PlusNet. This is a well known issue, and I've seen it several times on these forums (https://community.plus.net/t5/Fibre-Broadband/Current-Line-Speed-Download-21Mbps-after-upgrade/m-p/1762255).

I've pointed the support team in the right direction and informed them that others have had the same problem as me, but for some reason, I'm still waiting for it to be fixed.

Re: What has happened to PlusNet support?

EmilyD — Tue, 22 Dec 2020 15:06:45 GMT

Hi @hiwj,

I'm sorry that you're not receiving the correct speed following your upgrade and for the poor experience that you've had in attempting to get this resolved - I'll pass on feedback about this.

Having checked your account I can see that you are still on the ADSL connection profile. As you have a static IP address, this is limiting your throughput speed to 21mbps. I've adjusted this now and you should receive the correct speed after you reboot your router.

Re: What has happened to PlusNet support?

hiwj — Wed, 23 Dec 2020 13:56:51 GMT

Unfortunately, the problem is still not fixed. My IP profile is now fixed at about 57mbps, and I am still not getting the minimum guaranteed speeds.

Re: What has happened to PlusNet support?

EmilyD — Wed, 23 Dec 2020 15:03:13 GMT

Hi @hiwj,

I'm sorry to hear that you're still not receiving the correct speed and that your IP profile has settled at 57mbps. I've adjusted the IP profile again but something definitely looks to be out of place here as testing your line shows that it's currently syncing at 63.7mbps. This is slightly above your minimum guaranteed download speed of 60.9mbps but is below your line's estimated speed of 66-72mbps.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	63.7 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	287.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2020-12-10T15:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	62.6 Mbps	64.0 Mbps	63.2 Mbps
Up Stream Line Rate	20.0 Mbps	20.0 Mbps	20.0 Mbps
Up Time	744.0 Sec	900.0 Sec	899.5 Sec
Retrains	0.0	3.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2020-12-23T14:16:17.293+00:00	2020-12-23T14:31:17.293+00:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	1	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

If you've not done so already, I'd recommend that you run through our basic troubleshooting checks here. If that doesn't resolve the problem the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the connection improves. This rules out internal wiring, faceplates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here.

Please let us know if your throughput speed is still below the estimates for your line once you have done the troubleshooting.

Re: What has happened to PlusNet support?

hiwj — Wed, 23 Dec 2020 15:22:31 GMT

I've tested with a different router at the main BT socket, which doesn't make a difference.

I notice that the speed profile on Plusnet's site now shows 78Mbps, but on the BTWholesale site, it still shows 58.7Mbps as the IP profile. As I am only getting downloads of about 55Mbps, I think the BT profile is more accurate.

You mention that the downstream speed is 63.7Mbps, but I am getting nowhere near this download speed.

Re: What has happened to PlusNet support?

EmilyD — Wed, 23 Dec 2020 16:37:59 GMT

Thank you for confirming that you have tried with a different router directly from the test socket but this hasn't made a difference to your speed and for letting me know that your IP profile is still showing as 58.7mbps on BT Wholesale. As this is the case and with our tests not picking up the cause of the problem from here, we'll need to arrange an engineer visit so that this may be investigated further.

Please can you add your availability for an engineer to the ticket here? If you drop another comment on this thread once you've done that, we'll pick this back up and get your engineer appointment booked.

Re: What has happened to PlusNet support?

hiwj — Wed, 23 Dec 2020 17:06:09 GMT

Availability slots supplied. Thanks.

Re: What has happened to PlusNet support?

EmilyD — Wed, 23 Dec 2020 17:51:56 GMT

Many thanks for providing your availability. I've booked your engineer appointment now and have confirmed the details on the ticket.