I actually feel fortunate to be able to post something as my linespeed when connected (half my speed checks in the last 2 days have timed out with zero data rate) has been 0.1 to 0.2Mbps. It was much faster before I went away for a fortnight. Yesterday I reported the fault and received no confirmation by text or e-mail. I understood line checks might take 24 hrs (that was 24 hrs ago and have still not heard) and am now told (using Chat) that it takes 72 hrs to get things sorted.... BT do this.... who owns Plusnet?!
Trying to find progress on the job was my big frustration this morning - "ask Jess" something like "fault update" gave a link "check your ticket" - which when clicked led to "My Account - Payment Details" (tells you something about PlusNet's priorities!) with a range of menu items at the bottom of the page with no relevance I could see to progress on a fault.
The Chat session eventually led to giving me a link
https://www.plus.net/wizard/ which did actually lead to my fault - just a shame nothing has happened!
Also a shame that any new customer seems to get a fantastic discount when established customers (I've been with Metronet/Plusnet at least 20 years I think) aren't, in my view, supported as well as they should be. I suppose I could move to one of the others but from what I hear they are not much (or any?) better! At least the Plusnet Call Centre is in Britain, but I must have waited about 35 mins (rather than the 15 predicted) yesterday to speak - even HMRC is doing better than that now!
Perhaps we need real competition for BT? And I see they are now using contractors to do some of their line work in street boxes so even the basics seem to be beyond them. Virgin has cables in some places (but not here) and from my limited exposure to their contracts/charging/customer service (an aged aunt's contract settlement/termination) I am not persuaded so far!
Where next? Ideas welcome!
