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Internet dropped and now speed has more than halved....

Azagoth
Grafter
Posts: 661
Thanks: 5
Registered: ‎01-08-2007

Internet dropped and now speed has more than halved....

...which, when you're stuck on an ancient ADSL2+ line because OpenReach cocked up and didn't activate our cabinet for fibre, makes the internet pretty much unusable for anything.  I was getting this

 

EQNfsHd

 

But now, after the line dropped and reconnected, I'm getting this.

 

ZnSDSdO

.This is unacceptable.  As you can see, I've been with Plusnet for quite some time now, they used to be a good company, but recently I've found myself thinking that the sooner I can leave this company the better.  I can't even make use of the Prime Video that I'm paying for with this speed.  Will you be reimbursing me for that seeing as how YOU ARE NOT PROVIDING ME THE SERVICE I'M PAYING YOU FOR?

7 REPLIES 7
jab1
Legend
Posts: 17,624
Thanks: 5,752
Fixes: 265
Registered: ‎24-02-2012

Re: Internet dropped and now speed has more than halved....

@Azagoth You have a fault - not Plusnets issue, but BT/OpenReach's.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

John
Azagoth
Grafter
Posts: 661
Thanks: 5
Registered: ‎01-08-2007

Re: Internet dropped and now speed has more than halved....

@jab1 Phone line is silent,as always.  But how the hell am I supposed to report a fault when all it says is to text 'HELP' to 07800008121?  How are they supposed to know who I am and which line to check when I'm texting them from my mobile and the fault is with the internet connection, two things that are not connected?  Where is the old broadband fault checker?

 

If I click through to the 'Help & Support Guides' I only get these options, none of which are applicable to me.

 

EgB0LDg

jab1
Legend
Posts: 17,624
Thanks: 5,752
Fixes: 265
Registered: ‎24-02-2012

Re: Internet dropped and now speed has more than halved....

OK, good the phone is silent, that is one thing less to check. I don't know how the automatic fault-checking bot works (I am no  longer a PN subscriber, nor have I ever used it), but I do know it does, many others have used it and received a solution.

If you don't trust it - use https://faults.plus.net 

EDIT: maybe the right-hand option?

John
Azagoth
Grafter
Posts: 661
Thanks: 5
Registered: ‎01-08-2007

Re: Internet dropped and now speed has more than halved....

Well, I've texted HELP to the number but I'm at a loss as to how they can know which line to check as my mobile (Vodafone) isn't linked to my Plusnet account in anyway and the landline that my internet comes in on isn't provided by Plusnet.  Like I said, this used to be a good company but these days it's absolutely shocking.

MisterW
Superuser
Superuser
Posts: 15,424
Thanks: 5,946
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Registered: ‎30-07-2007

Re: Internet dropped and now speed has more than halved....

as my mobile (Vodafone) isn't linked to my Plusnet account in anyway

In that case AIUI the system should text back requesting more information to identify the line

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
Legend
Posts: 17,624
Thanks: 5,752
Fixes: 265
Registered: ‎24-02-2012

Re: Internet dropped and now speed has more than halved....

As I said, I'm unaware of how the system works, but at a guess, when the text is picked up they will contact you for further details. Presumably you are with BT for the phone?

John
jab1
Legend
Posts: 17,624
Thanks: 5,752
Fixes: 265
Registered: ‎24-02-2012

Re: Internet dropped and now speed has more than halved....

@MisterW great minds. 😉

John