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Please Please look at my connection thoroughly

lowlatency
Grafter
Posts: 81
Registered: 18-01-2013

Please Please look at my connection thoroughly

Hi, I have only been with plusnet for nearly 2 months and to be honest with you it has been absolutely shocking I have been finding the SNR keeps going up & up & up (now on 15db) from 6db, I  have a speed of 1.8 meg now and my streaming, downloading and gaming has been utterly atrocious.
I used to be such a big gamer a bout 2 months ago, but now I can not even be bothered to  pick the controller up!
please can you just do something about the service I am receiving because believe me when 12 months is up I will not even think twice about leaving.
this is just normal browsing on ebay
30 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Please Please look at my connection thoroughly

Hi,
Could you please raise a fault at http://faults.plus.net and I'd be more than happy to pick this up for you.
Having looked at your line stats, there's definitely something not quite right and I'm keen to get that sorted out for you.
Chris Pettitt
Cloud Environments Engineer
lowlatency
Grafter
Posts: 81
Registered: 18-01-2013

Re: Please Please look at my connection thoroughly

Broadband Troubleshooter - Error
There's been a problem
Please try using the Broadband Troubleshooter again in a short while. If you continue to have problems please contact our Support Team for help.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Please Please look at my connection thoroughly

No problem, I've found the ticket, I'll get that tested and updated for you this afternoon.
Chris Pettitt
Cloud Environments Engineer
lowlatency
Grafter
Posts: 81
Registered: 18-01-2013

Re: Please Please look at my connection thoroughly

WOW ! Quick reply  Smiley
Thx
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Please Please look at my connection thoroughly

No problem.
Sorry for the delay this afternoon, I've just updated your ticket.
Chris Pettitt
Cloud Environments Engineer
lowlatency
Grafter
Posts: 81
Registered: 18-01-2013

Re: Please Please look at my connection thoroughly

Hi, I got 3 text messages from plusnet earlier saying about a £60 charge ('fine') if it is something wrong my end but I didnt have this trouble b4 i joined with you guys, so I have just not replied as I am not prepared to be charged £60 for some guy to plug in a phone and say everything is ok and go.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Please Please look at my connection thoroughly

I think it's pretty rare for anyone to be charged the £60 (I've never read of anyone being charged it) as PN's faults process is pretty comprehensive and covers problems with user's equipment.
lowlatency
Grafter
Posts: 81
Registered: 18-01-2013

Re: Please Please look at my connection thoroughly

Hi Andy, Im not really prepared to take that risk but I have had nothing but bad service with my internet since I joined 2 months ago since I switched from talktalk. Don't get me wrong, people on the forums do actually acknowledge you and do try to help, But not really seeing any improvement on my broadband side.
It is almost like we are being pushed out the way by BT to make room for their customers.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Please Please look at my connection thoroughly

I wouldn't worry about the £60 charge. It's passed on by BT charging PN, but in situations where a broadband problem is in actual fact an issue with an end user's equipment (PC etc).
There are users here with performance issues where engineers have been out, tested things, no faults found and still no charge is passed on to the customer.
It looks like you've been through all the steps and tried everything and you have some fault somewhere outside of your control. Based on your TBB graph, I would happily bet the £60 with you that there is a fault somewhere on your line.
Froug
Grafter
Posts: 109
Registered: 21-03-2013

Re: Please Please look at my connection thoroughly

Quote from: AndyH
It looks like you've been through all the steps and tried everything and you have some fault somewhere outside of your control. Based on your TBB graph, I would happily bet the £60 with you that there is a fault somewhere on your line.

BUT it was OK before he joined PlusNet. How does the line suddenly develop a fault when all that's changed is the ISP and the router?
David_W
Rising Star
Posts: 2,296
Thanks: 30
Registered: 19-07-2007

Re: Please Please look at my connection thoroughly

He didn't state which ISP he came from, if it was an LLU ISP the equipment in the exchange would have been changed over too, the previous ISP could have stuck an high SNR on the line or enabled interleaving or other stability mechanisms which were turned off when switching to plusnet, or, a line fault could have developed.
Anyhow, you won't get charged the £60 if you follow the instructions PN sent you (plug directly in to the test socket, try new filters and another router).  Basically if you eliminate your equipment from the possible causes of the fault then you can't be charged £60 as the fault is not with you or your equipment.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Please Please look at my connection thoroughly

Hi lowlatency,
The £60 charge may only be applied if a fault is found to be caused by something internally that is completely outside of our control. If the fault is found externally, you will not be charged.
Chris Pettitt
Cloud Environments Engineer
Froug
Grafter
Posts: 109
Registered: 21-03-2013

Re: Please Please look at my connection thoroughly

Quote from: David
He didn't state which ISP he came from, if it was an LLU ISP the equipment in the exchange would have been changed over too, the previous ISP could have stuck an high SNR on the line or enabled interleaving or other stability mechanisms which were turned off when switching to plusnet, or, a line fault could have developed.
Anyhow, you won't get charged the £60 if you follow the instructions PN sent you (plug directly in to the test socket, try new filters and another router).  Basically if you eliminate your equipment from the possible causes of the fault then you can't be charged £60 as the fault is not with you or your equipment.

If the problem co-incides with an ISP change, I think a line fault appearing at the same time is very unlikely. Most likely the router or tinkerage by the ISP, as you say (I've had a similar experience - changed to PlusNet, and now suffering awful intermittent latencies).
Community Veteran
Posts: 26,688
Thanks: 911
Fixes: 10
Registered: 10-04-2007

Re: Please Please look at my connection thoroughly

Totally disagree. If the previous ISP was LLU it means that an engineer has had to physically connect the line to different equipment in the exchange. Any messing about like that could cause issues.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)