@ViscountHarris Welcome to the forums. Plusnet staff support, like the phone service, is still severely restricted. If you would like help from the community, a good starting point is to have a look at This post and supply as much detail from it as possible.
It would also be a good idea to carry out a 'Quiet Line Test' - dial 17070 from a (preferably corded) phone and select option 2 - there should be no discernable noise. If there is, report a phone fault first, as without a clear phone connection, your broadband will not perform correctly.
If you reply to this topic with as much detail as possible, there are plenty of experienced members who can advise on possible remedies.
Yes, done the quiet phone line test and no discernable noises.
You should know that my service from plusnet has been very poor. Five times in the last 18 months had this sort of problem. tried six times to ring plusnet service but each time all i get is ' high volume of calls please call back tomorrow"
And plusnet have the cheek to put up their charges for this none existent service.
Best I get on to their CEO and get action
Right, so your phone connection is OK, that rules that out of the equation, thankfully.
As I kind of intimated, PN support is a bit limited at the moment and you will probably get faster help from the community, BUT only if you give us something to work on.
Contacting the CEO will not necessarily get you any faster action.
Thanks. I have no more information to give. Speeds drop. That's about all I can say.
As the forum can't help and there is no service by trying to phone I have no alternative but as before go direct to the Plusnet CEO
Plus offer a service and they are not giving it to me. What more can I say.
Probably too late now, but I DID give you a link to follow, which if you had, maybe other more experienced members would have been able to offer guidance. If you choose not to accept that help, which could solve your problem, or at least point out where the problem may lie, that is your choice.
Be aware though that Plusnet staff responses are still impacted due to government imposed restrictions, and it could be a while before they respond.
Thanks. Sanguinity is fine but I might well qualify as the Plusnet customer who has received the worse service. Five times in 18 months had drastic drop in speeds or no service. Last October got four different solutions from Plusnet so called technical staff and it was only after the CEO designated a senior executive to my case did I start to get a half decent broadband. So maybe I have a good reason to be annoyed. Btw I did supply details saying that the ‘quiet line test’ showed no discernible noise. Thanks anyway.Just another thought. At a time when Plusnet cannot offer a service (for whatever reason) isn't it a strange time to announce price increases. Only Plusnet who talk about service but have no idea what they really is would do such a thing.
I'm sorry to hear that your speed has dropped. Together with our network partners at Openreach we will try to provide you with the best speeds possible. If you feel this is not the case, please raise your speed fault online at faults.plus.net
You did confirm your line was quiet, but you did not supply any of the details requested in my link, which would give community members a chance to spot/advise on any problems with your internet connection, which is your main complaint, if I read your original post correctly?
Emily, thank you. If you look at my 10 years with Plusnet you will see all the difficulties I've had. The connection etc is very important to me. Home confined with severe MS.
The speeds dropped for 36 hours. But have now started to recover. If that is something you have kindly managed to do, I thank you sincerely. Hopefully there was a fault somewhere and either you or Openreach has mended it. Trust it will continue. Thanks again.
Unfortunately I don't believe EmilyD has done anything apart from trotting out the stock response for speed faults, which is to raise a fault at faults.plus.net
This seems to be all the forum staff do for any posts relating to poor speeds which is not the usual helpful response.☹️
I guess you haven't raised a fault and your speeds have improved for some other reason. I don't think anything has been mended. So if your speeds get worse use the link in EmilyD's post to hopefully get Plusnet to actually do something.
You are probably right. Just being polite. Unfortunately over ten years with Plusnet I find they do very little and seem to rely more on hope. That is why twice in the past I have had to go to their CEO. I never know whether to smile or shout at the screen when I see the Plusnet advert extolling service. I doubt they know or care about the true meaning of that word.I am constantly passed from Plusnet to BT to Openreach. When you point at they are all one company the replies are amusing. At the moment my speeds have returned maybe more by luck than judgement. So I doubt if I raise a fault it would get me a sensible answer.
Just for your information, @ViscountHarris , although all three companies are part of BT PLC, they are three separate organisations, with separate areas of operation/responsibility, and all operate at 'arms length'.
You still have not responded to my request in my original reply to supply the data which would allow community members to offer assistance.
Just for your information, having worked very closely with many Footsie 100 companies, holding companies, whatever they say, control the policy, personnel etcetera of their subs very closely. Pretending there is a separation is usually for financial and marketing reasons. The idea that the holding board of BT have little say in Plusnet and Openreach is, well, you select a word. But not important
As my speeds have returned, there is nothing more to say. How and why,who knows. The so called Plusnet technical service has always been a mystery wrapped in an enigma.