ultra slow broad band

[#1]

Hello,

Its now a week since BT came to check my line. It took me 10 minutes to log into this due to the practically unusable broadband speed, I see your still happy to bill me £30 month for this.

What's happening?

Steve

[#2]

Thanks for getting back to us @steve991 

I've checked the fault report with our suppliers and I can see that overhead cable work is required and this was passed to the relevant team and we were advised to review today for an update.

As there's no update showing on our suppliers systems I've chased this up with our suppliers and I've been advised that another engineer went out on the 17th January and the estimated fix date is by the close of play on the 24th.

Once the fault has been resolved we'll provide a refund to cover the time you've paid for a service you've not had while it was reported to us and we'll also be happy to discuss a goodwill gesture for the inconvenience caused.

We'll provide an update as soon as we know more.

[#3]

Hi there

I'm disappointed that any refund seems to have been forgotten about. My broadband has once again slipped to glacial speeds and I've had to continually resort to using my phone as a hotspot. My speed is 0.71 mbps download and 0.04 upload. This is useless especially as I'm working from home. Please advise me about refunding me, a couple of months refund wont cut it im afraid, this has gone on for years now.

I'd be grateful for help in resolving this.

Many thanks

Steve

[#4]

Hi @steve991, I have looked over the account for you to check the line. I have sent you an email on the account if you can reply back to me there. Thanks.

[#5]

Hi there

I've responded as you requested. My current speeds are making home schooling and working from home nigh on impossible. Today just 1.95 download and 0.23 up. I'm currently paying £30 pounds a month for this, yet unlimited fibre is only £22.99 a month. Do I need to change provider to have a useable speed?

Kind regards

Steve

[#6]

Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online at faults.plus.net.

[#7]

this is a disengenous reply, My internbet is still slow and no one has yet refunded me for the months/years of rubbish service. Can I have a proper response please

Thanks

Steve

[#8]

Dear Plusnet

I've had no formal reply to my ongoing poor service. But today I've had 4 emails throughout the day offering me a whole £10 pounds as a 'good will' gesture, wow!!! your generosity is overwhelming. You sent me an email offering to refund me for December 2019 and January 2020 as well as crediting me with the next two months free!! Either this is applied post haste or I'll be approaching Ofcom in short order and also changing my supplier once lockdown is over. I'm still regularly using my phone as a hotspot as your service is rubbish.

Please advise

Thanks

Steve

[#9]

Hi @steve991, I can see that this is being handled on a personal basis by one of my colleagues.

I have sent them an email to inform them that you have been back in touch regarding this, and they should pick this up when they are next in the office.

[#10]

Hello

I need you to raise a fault on my behalf, I've been through the exhaustive process a million times before and my broadband is anything but! I'm getting 5.52mbps download which is very slow and its frequently much much slower. I'm paying £30 a month for this barely usable service and your advertising fibre at £23.00 a month. Can you switch me over? I'm sick and tired of writing these damn messages and getting nowhere..

My patience is wearing extremely thin

Regards

Steve

[#11]

Hi @steve991,

I'm sorry for any inconvenience that this issue is causing you. My colleague has personal ownership of your complaint but is out of the office today due to it being his rota'd day off. He'll be back in touch with an update when he can, which is likely to be tomorrow.