Had Enough! Too Slow

[#1]

I have been trying to get my speed sorted out now since the end of November, although I did have problems before then.
Today my download speed has been as low as 700k.
I have an open ticket since 29th November, I have tried calling but I refuse to spend 15 minutes or longer waiting on the phone for a human answer.
I have been with plusnet since the very first days of force9, I used to resell their products back then. I think it is time to move on though. More than the connection problems it is the lack of support.
Right now I have got that off my chest I'm off to find a new ISP.  
Oh and here is my latest speed test results, just in case people thinking I am moaning for nothing:
Download speedachieved during the test was - 785 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7264 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps

[#2]

I have had problems as well despite being a long term customer of Plusnet.
I have a steady synch to the exchange at 4500kb/sec or above always.
However every evening, including tonight, my connection seems to be restricted by Plusnet to an incredibly slow rate around 100 to 120 kbit/sec.  I cannot receive any kind of BBC video and I cannot even browse webpages properly.  Juat now, as I write, any of the Plusnet webpages takes about 1/2 to 1 min to load.  At other times of the day it works fine.
I realise there is more contention at "peak times" but this level of service is SIMPLY UNACCEPTABLE.  Can someone please look into it and rectify.
Thank you.

[#3]

It gets better, I rang support this morning when it was quieter, the guy told me that it wasn't a priority because I can connect and some people cant get a connection at all, they were really busy so it could take a long time to get around to sorting it.
I put the request in on the 29th of November! How long does it take! I have have had support people trying to fix it from that date but it seems now that it is just too difficult to bother
If they cant ge through the work then get more staff.

[#4]

Sorry to here your both having problems, it shouldn't take us this long to follow-up.  I will ask one of the team to get in touch.
Thanks,
Fletch

[#5]

So what is going wrong? I just did another speed test. It isn't very pretty, well it is if you like to see lines going up and down.

[#6]

Sorry you are experiencing problems and please be assured I have got one of my agents looking into this this evening and he will be in touch with you both very soon regarding your problems.

[#7]

warmrain - thanks for your time on the phone today, we've now got you on a more appropriate package so you won't hit your usage and see speed restrictions during peak time.
bone - I'm just about to look into your account. Is it too late for a call?

[#8]

bone - I don't want to wake up anyone in your house so I've replied to your ticket with where need to go from here.

[#9]

Ben thanks for at least trying to sort it out
Hopefully it will be fixed soon.

[#10]

Well that was last week.
This week the connectionhas been better, although at least 2mbit less than a year ago. I was sent a test router out that took about 5 days to arrive, the letter said to set it up using the included guide, that will be the guide that wasnt included then.
A few more frustrated posts in the help ticket area got me a phone call from a hardware chap telling me I was posting in the wrong area, but he couldnt help me set the hardware up.
I have been told that if BT come out to check the fault then it will cost over £160 if they dont find a fault. So Im still on my router, waiting for contact from the mother ship to tell me how to set the test router up so we can progress.
I did have a message early last week saying the connection looked OK now, the fact that it is slower than it used ot be doesnt seem to count.

[#11]

HI Bone,
I suggest you ring customer services (on the 01 Sheffield number) and speak to someone about getting your router set up..... I had a problem with mine, and they were very helpful, going through the  set up procedure over the phone, while I actually did it....(If you are on BT free evening and weekend calls, then clearly, it will be best to try after 6PM )

[#12]

Hi there,
There's a setup guide for the router here: http://www.plus.net/support/broadband/hardware/t585v7new.shtml
The BT charge for a visit applies if they find a fault that was your responsibility, or no fault at all. You've done what you can so far to prove it's not a fault within your control.

[#13]

Not quite, I havent had this router you sent pugged in. Im just off to read the instructions.
My support ticket is 30990041  started in November last year