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poor service again

drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

poor service again

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?

18 REPLIES
drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

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

drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

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

Plusnet Help Team
Plusnet Help Team
Posts: 12,751
Thanks: 106
Fixes: 32
Registered: 27-04-2007

Re: poor service again

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

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

drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

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.

drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

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!

Community Veteran
Posts: 26,378
Thanks: 634
Fixes: 8
Registered: 10-04-2007

Re: poor service again

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 (£13/month)
Mobile: iD mobile (£4/month)
drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

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.

drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

0.95 down and 0.47 up today

 

still below what i was sold and still a nightmare to use

 

 

Gel
Pro
Posts: 1,387
Thanks: 133
Fixes: 10
Registered: 02-08-2007

Re: poor service again

drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

 
FAQ

Results Image not loaded

 

 


1. Best Effort Test: -provides background information.

  Download  Speed
  0.95 Mbps
   
0 Mbps 1 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 0.95 Mbps
 For your connection, the acceptable range of speeds is 0.4 Mbps-1 Mbps.
 IP Profile for your line is - 0.96 Mbps

2. Upstream Test: -provides background information.

  Upload Speed
  0.47 Mbps
   
0 Mbps 0.83 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 0.47Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

 


Please visit the FAQ if you are unable to understand the test results.

Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: poor service again

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
drstuf08
Dabbler
Posts: 15
Registered: 10-10-2016

Re: poor service again

when you say noise what exactly am i listening for? we had lots of engineer visits when the wife tried fibre, that account userame was jessicafox3
Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: poor service again

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff