poor service again
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- Re: poor service again
poor service again
10-10-2016 9:31 AM
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adsl speed down to 0.80mbs rang and complained was told will be switched to new network and to reset router after 4 hours and i should receive 2-3mbs, this was done and now i am suffering 0.58-0.60mbs
spent hour or so today making several calls to customer service to chase it up and was hung up on first time and the next guy decides because he cant deal with my issue to threaten to drop the call as i am shouting! i was shouting as i was hands free with my mobile outside as i live in the sticks and they were complaining the call was breaking up.
anyway here i am on the great new network being passed from pillar to post whilst being messed around and hating my 0.60 connection. i thought we were supposed to have all been on a minimum of 2mbs by the end of last year?
Re: poor service again
10-10-2016 9:45 AM - edited 10-10-2016 9:58 AM
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Your Plusnet adviser may ask you for the following information: 1 - Product name: Plusnet Router 2 - Serial number: N7161671B000432 3 - Firmware version: 7.275.2_F2704N_Plusnet 4 - Board version: F@ST2704N 5 - Mode ADSL 6 - Uptime: 0 days 00:00:28 7 - Data rate: 544/736 8 - Maximum data rate: 756/848 9 - Noise margin: 10.0/9.8 10 - Line attenuation: 31.5/63.5 12 - Data sent/received: 5.5K/7.2K 20 - Broadband username: ************@plusdsl.net 21 - Wi-Fi network/SSID: PLUSNET-CR7Q8F 22 - Wi-Fi connections: Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS enabled 23 - Wi-Fi security: WPA2 24 - Wi-Fi channel: Automatic (Smart Wireless) 25 - Firewall: Default 26 - MAC Address: *************** 27 - Software variant Version 1.0 28 - Boot loader: 7.275.2
Re: poor service again
10-10-2016 9:54 AM
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Postcode: Phone exchange: HASLINGTON Estimated line speed: 1.0Mb (This may vary between 0.75Mb and 2.5Mb) - Checked on 2016-08-15 16:07:54 Current line speed: 21 Mb
Re: poor service again
10-10-2016 1:24 PM
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Hi there,
Sorry to hear about the issues on the call, I wonder if they could hear your raised voice but couldn't tell what you were saying perhaps?
I can see straight away your connection is dropping fairly frequently, this in turn will be causing speeds to drop.
I'd recommend following the troubleshooting steps shown here next https://www.plus.net/help/broadband/connection-troubleshooting/
After that reply back here to let me know how you got on and I'll follow things up with you.
Re: poor service again
10-10-2016 8:28 PM - edited 10-10-2016 8:29 PM
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i have done everything asked of me by customer service
watching a video on a 0.58 connection is hard work
i wasnt aware it was dropping a lot just it being really slow and being told they know what the issue is and then making it all worse is unacceptable
so here to waiting another 72 hours while they figure out who to blame for this
we previously tried fibre but that didnt work out too well and after 6 engineer visits over 8 days they gave up and refunded us in full
Re: poor service again
on 14-10-2016 4:21 PM - last edited on 15-10-2016 11:21 AM by Mav
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so still waiting
today i am getting 0.50mbps download
no answers from support just run this test wait another 5 days and we will refund for the service you are missing out on which will be exactly [-Censored-] then as its free adsl. 30 mins on hold today so a getting on for a few hours on hold wasting my life this week. loosing the will to live.
Moderator's note by Mike (Mav): Avoidance of swear filter edited as per Forum rules.
Re: poor service again
17-10-2016 9:48 AM
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pick up on the starred out swears thats the way forward..........
how about spending that time helping rather than policing?
i dont feel very proud!
Re: poor service again
17-10-2016 9:58 AM - edited 17-10-2016 10:00 AM
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And just how do you think another customer (moderators are not employed by Plusnet) with no access to your account can help?
If you'd actually read the forum rules that you agreed to you'd have known that.
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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: poor service again
17-10-2016 10:07 AM
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ok so what is the point the forum then? just for ranting? i do see them helping others.
i am glad you are happy with your broadband.
Re: poor service again
18-10-2016 11:41 AM
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0.95 down and 0.47 up today
still below what i was sold and still a nightmare to use
Re: poor service again
18-10-2016 11:46 AM
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Check what speed potential is on this site; run test & then click for advanced test; post stats here.
Re: poor service again
18-10-2016 11:48 AM
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Re: poor service again
18-10-2016 1:38 PM
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ADSL Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Range(Mbps) |
Availability Date |
Left in Jumper |
|||
---|---|---|---|---|---|---|---|---|
WBC ADSL 2+ | Up to 2 | -- | 1.5 to 3 | Available | -- | -- |
Your line is never going to be particularly fast, however it should be performing above where it is at the moment.
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 42.0 | 63.5 |
SNR Margin: | 11.7 | 8.0 |
Errored Seconds: | 0 | 185 |
HEC Errors: | 0 | |
Cell Count: | 46 | 76 |
Speed: | 576 | 1088 |
Maximum Stable Rate (KBPS): | 864 | Fault Threshold Rate (KBPS): | 691 |
Mean Time Between Retrains (Seconds): | 86400 | Mean Time Between Errors Upstream (Seconds): | 1152 |
Indicative Line Quality: | A | Mean Time Between Errors Downstream (Seconds): | 26 |
There are a lot of errors on your line. Is there any noise on the phone line at all? Plug in a handset and dial 17070 running the quiet line test.
Re: poor service again
18-10-2016 2:47 PM
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Re: poor service again
18-10-2016 2:48 PM
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When you've dialled 17070 and started the quiet line test, there should be no noise. If there's crackling, hissing, humming, popping etc this should not be happening.
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