Ok, where to start.
We have applied for the DSL service some time ago now, all the engineers came round, tested the lines and gave it the ok for a 1mbit connection. We get the connection finally running last week and thats where the problems start really. Wince then a BT engineer has been round to test out a different line, he also thought it would be an idea to test the DSL line, and stated that the line was clocking in at 48dB and so would have to give the go-ahead to ask for termination of the 1mbit DSL line as BT shouldnt offer the service at the noise level, now the connection has been working fine fine so we ring up BT and they were helpful and told us that they cannot terminate the line once its setup without the permission of PlusNet who will ask permission of you firstly, so for the next day things are running smothly, then for no apparent reason the connection drops. We are aware that this happens now and again with broadband servi es so just left it for a while and still it didnt work. So we got back in contact with BT (having tried to contact plusnet in the 40 minute queue who told us to talk to BT) and they informed us that PlusNet had given the go-ahead for the line to be terminated... without confirming it with us first. They also informed us that in all honesty it should be plusnet we should be talking to because BT cant give out details about other isp customers and that plusnet are the service provider after all (BT were very informative and friendly about this and we managed to get throught to the ADSL dept. of BT straight away) and so after consideration and talks we decided to go ahead with the 512, only to have a customer service engineer for PlusNet post a ticket claiming that they have confirmed that the DSL 1000 option is capable of being run on noises upto and including 48dB (remember weve already had this service running fine before). So at this stage where still a little confused as to why we wernt told about the deactivation by plusnet or why they deactivated it. At this stage the customer service people are contradicting themselves with the information theyre giving us and so basically we decide to settle for the 512 option. We are then informed that we would have to pay the installation charges again, even though the line was terminated without our permission! Re-activation of the line is supposed to take place next friday, we werennt very happy with this since we have since been in touch with BT and they informed us that it could be activated by Monday depending on how PlusNet deal with the order and their urgency.
So we will just have to see how it goes next week, but it is fair to say that the quality of service offered from PlusNet has been nothing short of abismal, it is non atainable as you have to wait 40 mins a phone queue only to be told to contact BT.
Is anyone else having similar problems with service?