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Broadband dropouts for 2 weeks, unable to contact support!

rowley96
Dabbler
Posts: 11
Registered: 03-01-2011

Broadband dropouts for 2 weeks, unable to contact support!

I think this is my last port of call.
I have been suffering random broadband connection dropouts for two weeks.  To clarify:
- Router and wifi working fine
- Router randomly loses connection to broadband
- sometimes down briefly, sometimes for an hour
The router is less than 6 months old and working fine,
I have changed the micro filter
Router and phone connected to master socket,  no extensions.
No pattern from what I can see.  It is now affecting my children being able to complete homework and needs dealing with.  I post here because it is the only avenue left open to me...
- I tried chatting to someone via the website chat who told me to raise a ticket via the broadband fault tool.. the tool has been broken every time i try!
- tried calling support... What a joke!  Nobody answers the phone and my last call from my mobile is going to cost me a small fortune!
I have been a Plusnet customer for over 12 years... I think that may be coming to a end.
In the meantime can someone please pick this up and do some investigation work.
Thanks,
Wayne
2 REPLIES
Community Veteran
Posts: 478
Thanks: 35
Fixes: 2
Registered: 26-09-2015

Re: Broadband dropouts for 2 weeks, unable to contact support!

Quote from: rowley96
my last call from my mobile is going to cost me a small fortune!

Calls to the 0800 number are free from mobiles (change this summer I believe).
However Plusnet continued, mistakenly, to advise people to call a different number from mobiles (0345?).  If you called that number and you phone line is with Plusnet I think you might have a case for getting that call credited.
rowley96
Dabbler
Posts: 11
Registered: 03-01-2011

Re: Broadband dropouts for 2 weeks, unable to contact support!

Thanks, though the EE website still lists 0800 numbers at 20p per minute.
Of course to get a refund someone at Plusnet would have to answer the phone...