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Broadband problem since 4th April, still "Awaiting support team answer"

chenrong
Dabbler
Posts: 17
Registered: 22-04-2016

Broadband problem since 4th April, still "Awaiting support team answer"

The broadband connection drops a lot during the last few weeks. I raised the question on 4 April, 123191983, now it's almost the end of the month and the problem remains. The download speed is even lower than the upload stream,which is ridiculous. 

download stream 240 kbps, upload 650 kbps.

An engineer was sent last week but didn't figure out the cause, although the support team claimed it's fixed, which is not. Now they have ignored my question for the last few days.

It has been a nightmare for me to wait in front of my computer for loading plusnet webpage. 

 

 

9 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,422
Thanks: 503
Fixes: 187
Registered: 01-01-2012

Re: Broadband problem since 4th April, still "Awaiting support team answer"

Sorry to hear you're having issues.

I'm just running a few tests on your line.

[EDIT]

It looks like another engineer visit is going to be needed. Can you respond to the text you've just received?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
chenrong
Dabbler
Posts: 17
Registered: 22-04-2016

Re: Broadband problem since 4th April, still "Awaiting support team answer"

Just did. 26 or 27 April, either morning or afternoon. or any morning for the rest of the week.

Plusnet Help Team
Plusnet Help Team
Posts: 5,422
Thanks: 503
Fixes: 187
Registered: 01-01-2012

Re: Broadband problem since 4th April, still "Awaiting support team answer"

Thanks you should have another text soon.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
chenrong
Dabbler
Posts: 17
Registered: 22-04-2016

Re: Broadband problem since 4th April, still "Awaiting support team answer"

The BT engineer fixed something at the exchange , now the internet connection drops every hour, literally every hour. The question has been put on hold for another week, everyday I suffered from this hourly drop. can someone do something....

I will ask for a refund for this month because the problem last for a month.

Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Broadband problem since 4th April, still "Awaiting support team answer"

 The line is dropping a lot still.
 
The question has been put on hold for another week
No it hasn't? The fault came off hold and I can see you've replied to it since then. Our faults team will pick this up asap and get back in touch.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
chenrong
Dabbler
Posts: 17
Registered: 22-04-2016

Re: Broadband problem since 4th April, still "Awaiting support team answer"

One month, since I raise the question. The problem became even worse. The broadband drops every hour, sometimes every half an hour. 

chenrong
Dabbler
Posts: 17
Registered: 22-04-2016

Re: Broadband problem since 4th April, still "Awaiting support team answer"

I thought the BT engineer said the internet connection might drop several times within the first 24 hours after repairing due to the tests. But it has been three days and it still drops a lot. Why it is so hard to fix it?

benq42
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: 08-05-2016

Re: Broadband problem since 4th April, still "Awaiting support team answer"

I am in same boat mate less than 2mb for last 12 days .quick to take your money but slow at sorting speeds.i asked would I get money of bill and told £2 for the 12 days utter jokers.and yet again just got told put me on a new line and should be sorted now checked speed and now 1.6mb gone down well done plusnet

chenrong
Dabbler
Posts: 17
Registered: 22-04-2016

Re: Broadband problem since 4th April, still "Awaiting support team answer"

Could someone tell me the reason behind this problem?