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How long does it take to get Plusnet to respond to a fault ?

Infotainment
Newbie
Posts: 3
Registered: ‎03-09-2014

How long does it take to get Plusnet to respond to a fault ?

Sad Not happy with Plusnet at the moment I have raised an issue last Friday 29th Aug when my broadband speed dropped from 4Meg to 0.7Meg downstream. I have done all the pre tests and the BT Wholesale tests and attached screen shots for them but all it says is "awaiting support team answer"
Does anybody know how long it normally takes to get a response? I tried calling but the waiting time is horrendous
I guess I will have to call and hang on and on until I get to speak to somebody but I would have thought that if they had email support it would actually do what it said after all they always advertise best customer support etc etc
Rant over - sorry but very very frustrated my wife is disabled and broadband is her only link to the outside world which has suddenly become a much smaller place since Friday

Any advice welcome - Thanks
4 REPLIES
Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: How long does it take to get Plusnet to respond to a fault ?

Can you post your router stats (from the router's admin page)?
DanHodby
Grafter
Posts: 248
Registered: ‎23-10-2013

Re: How long does it take to get Plusnet to respond to a fault ?

Hey Infotainment,
I'm sorry to hear about this.
Are you still having problems? It looks like the line has now recovered from the drop in speeds.
Dan
Infotainment
Newbie
Posts: 3
Registered: ‎03-09-2014

Re: How long does it take to get Plusnet to respond to a fault ?

Hi Dan
A lot happier than I was now getting 2.6Meg up from .7 but still nowhere near the 3.5 I was getting up until Friday last week. It has been at 3.5 for best part of a year then dropped to .7 I believe it was the prompting on here that helped to get somebody to look at it for me so thanks
Still connects at 4864 but speed is only 2.66 according to BTW test
Will it rise over time or do I keep the issue live until it does? - Thanks
Infotainment
Newbie
Posts: 3
Registered: ‎03-09-2014

Re: How long does it take to get Plusnet to respond to a fault ?

Should have waited.
Been on today and speeds back to 1 meg down again according to btw test  Sad
Adding screen shots to open ticket
Let's seeHuh?