Extremely slow speed, and little enthusiasm from plusnet to solve it

[#1]

Hi All,

I've decided to post here as I'm getting nowhere waiting days at a time for plusnet to get back to me. We joined plusnet 4 weeks ago after moving house, and since then we haven't seen speeds over 0.3MBps.

They've tested the line countless times, and we've even had an engineer out (which I took a day off work for), and he couldn't find anything wrong. The socket is putting out 3.5MBps, which I'd be delighted to have access to.

However, even when I wire my desktop to the plusnet router, we get horrendously slow speeds. I'm suspecting something is wrong with the router, but actually talking to the plusnet faults team seems to be a fairytale. 

Has anyone else experienced something similar? Is it my router? The broadband light does seem to flicker a lot.

It's been a month now and we are beyond frustrated!! Really unhappy with the complete lack of urgency plusnet are showing our problem.

[#2]

What speeds does the DSL checker say you should expect?

[#3]

ADSL Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Range(Mbps)	Availability Date				Left in Jumper
WBC ADSL 2+	Up to 1		--		1 to 3.5	Available	--	--	--	--
WBC ADSL 2+ Annex M	Up to 1		Up to 0.5		1 to 3.5	Available	--	--	--	--
ADSL Max	Up to 0.75		--		0.75 to 2	Available	--	--	--	--
WBC Fixed Rate	2		--		--	Available	--	--	--	--
Fixed Rate	2		--		--	Available	--	--	--	--

[#4]

Hi there.

Sorry to hear you're having speed problems.

As expected from your post, testing your line isn't showing any issues. It's likely we may need to arrange another engineer visit to further investigate. However, as we haven't tried replacing the router yet, I'll get another one sent to you.

Can you let us know how it goes when you receive it?

Anoush

[#5]

Hi,

We haven't received a replacement yet- did you send it to our current address? Or our old address we no longer have access to?!

Thanks

[#6]

Quick update in case anyone cares. 

As I'm sure no-one will be shocked to find out, they did indeed send the replacement router to the wrong address. So after waiting on hold for the 20th time to find out, another router is apparently on the way.

So now we have to wait another week, for a router which may or may not even be the problem, and see what happens because tech support don't really seem to know. Or care.

This will take us nicely up to 5 weeks without the service we were promised. Unsurprisingly we're still being billed full price for the first month.

Seriously, if you're reading this and you're not yet signed up with plusnet- run. Just run. Don't even think about it. If you have a problem and slip between the cracks, it will be entirely up to you to sort it out. Getting anything out of this company is a pure uphill battle.

[#7]

We've received the new router, but the problem hasn't gone away!

We really need some help solving this, it's driving us mad. If the line is working, the socket is working and the router is brand new, why are we getting such desperately slow speeds to our devices?

Plusnet can you please try and work through this with us, we're at our wits end here.