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Ticket coming up to one month old

ciderboy
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Posts: 55
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Registered: ‎10-05-2011

Ticket coming up to one month old

Can any of the Plusnet reps please take a look at my account and see about getting something done about my broadband connection.
I initially reported a fault on my line on 26th May - I got a message today to say that everything was now sorted yet tonight my speed has slowly been dropping and is currently at 400 kbps - before this all started I used to get 5000-6000 kbps.
I keep getting told that faults on my line have been fixed but it still isn't working - now I'm coming up to a month without a reliable internet connection I'm starting to get rather annoyed  Angry
8 REPLIES
ciderboy
Rising Star
Posts: 55
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Fixes: 1
Registered: ‎10-05-2011

Re: Ticket coming up to one month old

This morning it's even worse - download speed is now around 300 kbps (slower than the upload speed).
Community Veteran
Posts: 26,722
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Registered: ‎10-04-2007

Re: Ticket coming up to one month old

If you could post back here with answers to the questions in this post we should be able to offer some insight in to what is happening.
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)
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
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Registered: ‎27-04-2007

Re: Ticket coming up to one month old

ciderboy,
Just letting you know that I've taken ownership of dealing with your fault. Bear with me and I'll come back to you a little later today when I've read through the full history and have run some diagnostics.
Speak later...
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
ciderboy
Rising Star
Posts: 55
Thanks: 1
Fixes: 1
Registered: ‎10-05-2011

Re: Ticket coming up to one month old

jelv - to be perfectly honest I don't think that'll help (plus I'm at work at the moment).  This is an ongoing problem that seems to coincide with it raining  Huh so I'm fairly certain that it's a line fault.
Adam - thanks, fingers crossed.
Community Veteran
Posts: 26,722
Thanks: 936
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Registered: ‎10-04-2007

Re: Ticket coming up to one month old

When it's wet can you hear any background noise when you use the telephone? If you can I'd suggest tackling that as a voice fault in preference to pursuing the broadband fault.
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)
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Ticket coming up to one month old

Quote
When it's wet can you hear any background noise when you use the telephone?

FYI Jelv, we've got that side of things covered....
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
ciderboy
Rising Star
Posts: 55
Thanks: 1
Fixes: 1
Registered: ‎10-05-2011

Re: Ticket coming up to one month old

Just to close this one off - it finally turned out to be a faulty router.
Many thanks to Adam for taking this on and getting it sorted.
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Ticket coming up to one month old

Thanks for confirming ciderboy. Do let me know if you experience any more issues like that.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team