Daily disconnection

[#1]

Hi,

I’ve seen this topic come up quite a bit through reading the forums.

Unfortunately, I’ve recently joined plusnet, and I must say, the daily disconnections during the night is starting to get really frustrating. Every morning I need to manually enter my admin and the user password to reconnect the router. I shouldn’t need to do this.

It would be great if a technician could assist in its resolution because so far I’m pretty disappointed.

Is there a cooling off period where if I’m not satisfied with the service, that I can disconnect without being penalised?

Thanks

[#2]

Hi @Vudavi

Thanks for highlighting this - I'm sorry you're constantly getting drops because the router is losing the authentication details.

Having reviewed your connection log, I agree that this is likely a hardware issue, so I've arranged for a replacement and a returns bag to be sent to you via 1st Class Post.

In terms of the cooling off period, this runs for 14 days from the day after you place your order with us (not the date your service goes live).

Best wishes

Dave