Very unhappy with my Plusnet service
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Very unhappy with my Plusnet service
23-01-2018 11:06 PM
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Re: Very unhappy with my Plusnet service
24-01-2018 9:56 AM
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Hi there @Mike0082
It's unusal for PN CS to be totally unhelpful in the way you describe . However, the fact remains that despite your view that in this day and age wired conenctions are a thing of the past and that no one uses them any more, wifi signals cannot be guaranteed and to test your line and broadband service properly you MUST use a device (such as a PC or lap top ) with a wired ethernet router connection.
I wish this had been explained to me when I signed up
This is clearly explained when you sign up to any ISP and is included in order to rule out faults with the line serving your property. Unfortunately you must have missed this important point when you signed up.
Plus Net, and any other ISP for that matter, will only investigate a fault if the service at your line is faulty and to determine if this is the case you must test in the way described here using a wired conenction. If the line checks out OK then you need to test if the router itself is faulty, the only way to do this is with another router !
Wifi routers can easily go wrong and the free ones that PN and other ISP's supply are not the best in the world. They are offred to customers for nothing because they are cheap!
Even top quality routers sometimes struggle to maintain a decent connection due to factors such as interfrence and building construction.
Finally it may be that the local exchange is congested and that speeds are being reduced because too many customers are attempting to log on at the same time and that BT ( who supply & operate the equipment ) need to expand or upgrade the exchange . They will only do this if the ISP put pressure on them to do so and therefore customers need to ensure they have carried out all the checks. You may feel this is unhelpful but hopefully someone from PN CS will appear and give you a bit more advice as to what you need to do to improve things
Without more information it is very difficult to diagnose your problem or to help you.
Re: Very unhappy with my Plusnet service
24-01-2018 10:21 AM
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Re: Very unhappy with my Plusnet service
24-01-2018 10:59 AM - edited 24-01-2018 11:44 AM
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Hi @Mike0082
I understand your frustration with the situation but I have to concur with plus net that the only way you can successfully test your connection is to first rule out any problem with the phone line.
First of all you must do a quiet line test to see if there is any noises, clicks or other interference on the telephone line. This is because your broadband is delivered via telephone line and this technology was never intended to deliver reliable Internet services so any faults however slight impact massivley on the quality of the broadband service.
To carry out a quiet line test you need to dial 17070 using a corded telephone plugged into the test socket of your main telephone point, assuming you have one, with all extension wiring disconnected.
Speed tests cannot be carried out on a mobile device via wifi and expect to get a reliable result. The one you quote is especially unreliable and the only spped and diagnostic test that plus net will take any notice of is the BT wholesale speed test.
You can find it here http://www.speedtest.btwholesale.com.
your results are reported to BT for analysis and can be seen by Plus Net
The fact that your smart TV connected by Ethernet can't load a video clip or a film is not proof enough that you have a fault. You Need to carry out a proper speed test under the conditions explained in the preamble of the speed test from BT.
If I were you I would borrow a laptop with from a friend and carry out the test above making sure that everything else in your home is switched off at the time, that is to say that nothing at all is connected via Wi-Fi.
I understand you feel that plus net are not being helpful, but there are plenty of people who can help you on this forum, and I do think that with other ISPs you would have exactly the same hoops to jump through.
Internet usage is expanding exponentially in the uk and customers are bound to encounter problems with technical faults and congestion as usage increases. The ageing copper-based BT owned and operated telephone network is in no way reliable and was never designed as I stated earlier, to carry broadband into our homes and businesses. It is very susceptible to faults and problems especially when the wires and cables travel overhead. My personal experience is that plus net and most other ISPs will help if you approach them in the right way, follow their advice and don't immediately criticise them or expect instant solutions.They are under a huge amount of pressure from us the customers and not helped by the technical difficulties which always seem to conspire with poor weather.
Having said that, occasionally things do go very badly wrong and you should have no hesitation in persisting with technical support to get your fault rectified if you can prove that it is not a fault within your home. Usually this is due to BT Open reach messing things up when they are under pressure .
Good luck but the first thing I would do is carry out the testing and trouble shooting procedures outlined above to the letter and make sure that your fault gets reported to plus net. Don't give up and ensure that you get regular updates.
Re: Very unhappy with my Plusnet service
02-02-2018 12:29 PM
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Hi @Mike0082
Just a quick check-in to establish whether your issue has been resolved.
I can see that other forum members have offered some good feedback/advice already but I'm happy to assist if required.
Let me know,
Best Wishes,
Dave
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