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Poor service and cannot contact customer services

Posts: 1
Thanks: 1
Registered: ‎10-12-2017

Poor service and cannot contact customer services

I am absolutely fed up with the service. Can’t watch videos or use streaming, constantly buffering. We are on the best broadband you offer! I want to leave as I’m disgusted with the service but I cannot email, no chat and customer services NEVER answer the phone. I am going to formally complain outside of Plusnet and get out this [-Censored-] contract and go to a reputable provider.

I don’t even suspect you’ll bother to respond to this post either!?!

This company used to be brilliant but in the past 2/3 months the customer service and broadband is rubbish! See recorded speeds below! Only running at about 10% of what it should be!
Aspiring Hero
Posts: 2,009
Thanks: 848
Fixes: 67
Registered: ‎30-06-2016

Re: Poor service and cannot contact customer services

Plusnet staff do come on this forum and those who do genuinely do their utmost to resolve problems. There are also fellow customers who will respond and try to help. However for such assistance to be of use it is necessary to describe the problem and what testing has been done to date. Throwing dollies out of prams might make posters feel better but will not help to get issues resolved. 

Plusnet Help Team
Plusnet Help Team
Posts: 10,126
Thanks: 3,200
Fixes: 508
Registered: ‎21-04-2017

Re: Poor service and cannot contact customer services

Hi there. I'm sorry to hear you're experiencing speed problems.

Whilst testing your broadband service isn't showing any issues.

Description GEA service test completed and no fault found .
Sync Status In Sync
Downstream Speed 79.9 Mbps
Upstream Speed 17.3 Mbps


The test is pointing towards a potential line fault.

Voice Line Test Result Voice fault suspected - contact Voice CP to progress copper issue


So I've run a line test and it's detected an Unbalanced Cable. It's looking like this is an issue external to your property, so I'm raising that to our suppliers to further investigate.


Our faults team will be in touch via the ticket linked below when we've got more info.


I hope this helps. -Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team