Support team non existent? Please help.

[#1]

I'm trying to report an obvious fault.

I haven't called Plusnet support in a while - since they made me move my 55 business accounts away, but I am calling up about my home account.

My FTTC line is always synced at 41,000kbps.

About 6 - 8 weeks ago it dropped to 30,000kbps so we've lost 25%.

This happens - our line runs through many trees along the road and openreach have to fix.

The support person couldn't cope with me not having a plusnet hub because he wanted to reset my WiFi to fix the problem.

He couldn't see sync speeds, didn't seem to know what they were.

When I explained that I needed somebody to look at the line itself, from the openreach side, he went away to find out who could help with that.

He came back and said that there's nobody there who can help and that it needs to be Openreach, but they don't have a phone number however there is an online form I can fill in.

I explained that it doesn't work that way - Plusnet is my supplier and Openreach is Plusnet's supplier and it is Plusnet who need to contact Openreach.

The guy went away again and after about 5 minutes the line has dropped.

It seems like Plusnet support is now on-par with TalkTalk's support. That is a real shame.

Can anybody here help me get my line fixed? I would normally have reported the problem sooner but I have been busy. We are not due to get FTTP until "up to December 2026" so I don't want to put up with this loss of 25% of bandwidth.

[#2]

@carl0s This sounds to me like a fault has caused you sync to be banded. Which router are you using, and does it have an error log - examination of the details in there is always useful.

''Resetting your WiFi' would have no effect - why he wanted to do that, I have no idea at all.

If you can provide a useful Error  Log, maybe we can make suggestions as to the next steps.

[#3]

Hi, I'm using an unlocked HG612 with a Mikrotik Hex 750gr3

[#4]

I unfortunately have no experience of either of those.Does the Mikrotik have any logging capabilities? Do you have a PN Hub at all?

[#5]

I appreciate you trying to help, but I just need somebody at Plusnet to look at my line.

[#6]

Comments on forums including this one indicate that Plusnet support has nosedived in the last year.

[#7]

---

@carl0s wrote:

Hi, I'm using an unlocked HG612 with a Mikrotik Hex 750gr3

---

You should be able to access full logs from the unlocked HG612 - that will show the xDSL line statistics including the SN margins etc, and it could show any instability in the line. There will likely be members on the forum here that can interpret the statistics.

Ideally Plusnet support should know what to do, however it seems it is increasingly left to the community here to diagnose issues, which can then get promoted to someone in the support team that can act on it.

Lots of issues are WiFi related so the helpline staff's scripts tend to focus on that possibility - it may solve some issues, and it is cheaper than actually investigating the problem. You do have to remember that Plusnet sell themselves as a no frills budget broadband only supplier these days - as the saying goes "you pays your money and you takes your choice".

[#8]

You should be able to access full logs from the unlocked HG612 - that will show the xDSL line statistics including the SN margins etc, and it could show any instability in the line. There will likely be members on the forum here that can interpret the statistics.

Thanks, @corringham  - I had a vague recollection that you could do that, but didn’t want to raise the OP's hopes in case I was wrong.

[#9]

@carl0s 

Have you attempted to speak to the helpdesk again?

If not you could try this link https://www.plus.net/help/broadband/fix-broadband-problems/ 

[#10]

cheers. I know this, but I don't care / want to do that (sorry if that comes off abrupt). I have no internal wiring, this is an external problem that happens somewhat regularly as we are rural and the line runs through overgrown trees down the road. I just need a competent support person who can interpret the line stats from the provider side.

I will try support again when I get a moment.