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Why I am leaving Plusnet

serenfach
Dabbler
Posts: 19
Thanks: 1
Registered: ‎13-09-2016

Why I am leaving Plusnet

Thank you for your call today as discussed it seems like you have had some speed issues after running multiple diagnostic its seems like there is no fault on the line and after doing a speed test on your end you got 0.23mbps which is above your minimum guaranteed speed.

Kind regards,

My minimum speed was 0.4.  I was previously getting around 1meg.  Despite line checks etc, my speed remained below 0.4.  Of course you cannot use the internet at that speed - nothing loads..  Despite numerous calls, I was told that was the speed I could get and nothing they could do and I would be charged my normal rate. 

I have been with Plusnet for years and years and did not expect this level of customer service.  I am leaving today so just thought I would warn other customers that Plusnet is going downhill fast!

4 REPLIES 4
Baldrick1
Moderator
Moderator
Posts: 12,376
Thanks: 5,559
Fixes: 430
Registered: ‎30-06-2016

Re: Why I am leaving Plusnet

@serenfach 

I see that you have been having problems with your line speed for many years. Are there any alternatives to ADSL at your location? What do you get if you put your phone number in here  https://www.broadbandchecker.btwholesale.com/#/ADSL or considered using mobile, should you have a signal.

Are you aware that if you leave that you may be liable for a early cancellation charges, may lose your emails, will need to take a digital landline phone (if you want to keep your landline phone service) and if you move to another supplier that uses the BT network, end up with exactly the same speed.

Have you checked your current contract for the latest quoted guaranteed speed? This is the figure that you should use for another engineer visit.

Moderator's note:
Thread moved from Plusnet Feedback to Broadband

Moderator and Customer
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serenfach
Dabbler
Posts: 19
Thanks: 1
Registered: ‎13-09-2016

Re: Why I am leaving Plusnet

No fibre in the area.  No, it was agreed I would not have a cancellation fee as Plusnet had broken the contract.  Yes, I have moved to air fibre, now getting 152 meg download and 38 meg upload.  Yes, I have moved my phone number.  My email was not with Plusnet.

I have finally joined the 21st century....

Baldrick1
Moderator
Moderator
Posts: 12,376
Thanks: 5,559
Fixes: 430
Registered: ‎30-06-2016

Re: Why I am leaving Plusnet

@serenfach 

Thanks for replying. Your move to this service is clearly the obvious choice.

Moderator and Customer
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If it fixed it,  help others - select 'This Fixed My Problem'

Townman
Superuser
Superuser
Posts: 23,961
Thanks: 10,164
Fixes: 174
Registered: ‎22-08-2007

Re: Why I am leaving Plusnet

If a user is on a long copper circuit and BT Openreach has not deployed either FTTC or FTTP to a location then there is indeed nothing Plusnet can do to address the physics of very slow ADSL.

Such lines might not exhibit a discernible fault but a small variance in tolerance can impact performance … as can electrical noise. You sound remote - unfortunately BT Openreach has not yet delivered fibre to every nook and cranny of greenery!

In some locations there are only AltNets delivering fibre … with no competition on retail prices.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.