seriously [-Censored-]ed with speed and customer service
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seriously [-Censored-]ed with speed and customer service
08-09-2018 10:05 PM
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Ive been with plusnet for over 4 years now.
When I took my contract out it was the fastest they had. My welcome mail as shown below stated i would get speeds of approximately 69mbs.
I actually ALWAYS got 76mbps until recently...
my speeds have now dropped to between 35 and 43mbps recently.
i phoned them twice today about it and the first guy was incedibly unhelpful after i waited a full 30 minutes in their queue.
the second time i called a woman answered who tried to be a bit more helpful, and she explained since i took out my contract the packages have changed and that I am now capped at 40mbps.
she said she couldnt put me back on what i was on before but she could put me through to retentions who may put me on the higher package so i would get my speeds back and it would actually cost less than i am paying now.
I was quite happy with this idea..
but then when i got put thru to retentions they refused to move me as they couldnt guarantee my speeds.
so well [-Censored-]ed agaiin,
im now paying more than my original contract due to price increases and only getting around half the speed that i was.
I then tried to email them a copy of my original welcome email and guess what the emails bounced.
no customer services emails anymore.
what a joke,
plusnet used to have the best customer service and the best service,
they are no better than any other provider and in my opinion are no better than thieves moving us to capped services from uncapped without telling us.
If you read this then please provide me my MAC so i can find a new provider.
My original welcome email is below it as lost its formatting being pasted here but can still be read easily
Mike Collins
Dear Mr Collins,
Welcome to Plusnet and thank you for choosing us as your fibre broadband and phone provider.
We'll need you to provide us with a MAC Key so that we can progress your order. Please contact your old provider and ask them for one.
Once you've got your MAC, you can submit it online, or if we have your mobile number, we'll send you a text message that you can reply to. Your fibre broadband should then be switched over in about a week. Your phone service
Once your fibre broadband service has switched, we'll arrange to switch your phone service. This will take 11 working days. Your fibre broadband and phone service should carry on working with your current provider until the switch is completed.
We'll send an email to let you know. If you've given us your mobile number, we'll text you too.
When we've told you you're ready, you can set up your fibre router.
To help you get started, we've created the Plusnet handbook.
It'll show you how to manage your account and start taking advantage of the features and benefits you'll get now you're with Plusnet.
Your Plusnet Protect service will be available to use shortly after your fibre broadband account becomes active.
We'll send you an email with full details when it's ready.
We'll email you when we have the date we expect your phone service to switch to us, and again once the switch has completed.
Here are some of the most useful ones:
Email setup guides - how to set up the most popular email software: http://www.plus.net/support/email/Billing information - find out how to see your invoices and update your payment details: http://www.plus.net/support/customer_service/billing/What to do if you're having problems with your broadband service: http://www.plus.net/support/broadband/bbfaults/Every support page lets you give us feedback. Tell us if we're missing anything, won't you?
Prefer not to call? Use the Help Assistant and if the answer's already on our website it'll show you exactly where to look or use it to raise a ticket straight to our support team, who'll be in touch when they've answered your query.
http://help.plus.net/Check your bills online, any time you like; see your broadband usage, change your method of payment and more:
http://my.plus.net/You can view the terms and conditions, price guide and acceptable usage policy for Plusnet services here:
http://www.plus.net/terms/Kind regards,
Plusnet Customer Support
http://www.plus.net/
Email ref: E0064F
--
Plusnet plc
Registered Office:
The Balance, 2 Pinfold Street,
Sheffield, S1 2GU
Registered in England no: 3279013
Use your main account username when logging into the Plusnet website.
Account Password: Supplied by you when orderingForgotten your password?
Plusnet Unlimited Fibre
18 month contract
(Unlimited usage allowance)
69 Mbps
Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.
Plusnet Weekends
£40.48
This covers: The first month of your service P&P for your routerYour monthly payment will be: £34.49
Re: seriously [-Censored-]ed with speed and customer service
08-09-2018 10:10 PM
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Why can't they just lift the cap and see what you get?
Re: seriously [-Censored-]ed with speed and customer service
08-09-2018 10:11 PM
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I asked them to do exactly that,
They said they couldnt
Re: seriously [-Censored-]ed with speed and customer service
08-09-2018 10:27 PM
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It seems the easy option to me, lift the cap with no guarantee and see what you get.
It will either work out for you or it won't but at least you will know plusnet have tried for you then.
Re: seriously [-Censored-]ed with speed and customer service
09-09-2018 9:48 AM
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Hi Mike.
Sorry to hear your speeds have dropped.
From what I can see you're still provisioned on the 80/20 product with our suppliers and your account is provisioned on 80,000kbps, so there's no cap there. Testing your line is also confirming as evidenced by the sync speeds and banding.
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEU00000000 |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
Description | GEA service test completed and no fault found . | ||||
Main Fault Location | OK | ||||
Sync Status | In Sync | ||||
Downstream Speed | 48.9 Mbps | ||||
Upstream Speed | 10.7 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 635.1 | ||||
Upstream Rate Assessment | Low | ||||
Downstream Rate Assessment | Reasonable | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-80M Downstream, Error Protection Off - 0.128M-19M Upstream, Error Protection Off | ||||
Time Stamp | 2018-08-27T09:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 47.8 Mbps | 48.9 Mbps | 48.3 Mbps |
Up Stream Line Rate | 10.3 Mbps | 10.6 Mbps | 10.4 Mbps |
Up Time | 854.0 Sec | 900.0 Sec | 899.9 Sec |
Retrains | 0.0 | 1.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2018-09-09T09:01:39.358+01:00 | 2018-09-09T09:16:39.358+01:00 |
Ingress Code Violation | 0 | 7 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 7 | 5 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
The connection profile on your account as shown Here is set correctly at 48mbps.
As this profile is designed to match the IP profile/sync rate of the line, every so often we receive a "delta report" from our suppliers to advise what the sync rate is and we'd automatically update the profile accordingly.
Here's how your line had being doing over the past few years:
Provisioned | Provided | |||||
Date | BT Product | Speed | Contention | Speed | Profile | Event |
2018-05-21 03:33:39 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 48000 | Generic Speed 48000 No Time Out | Speed update by Delta Report | |
2018-05-16 18:38:55 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 47400 | Generic Speed 47400 No Time Out | Speed update by Delta Report | |
2018-02-12 18:06:48 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 43000 | Generic Speed 43000 No Time Out | Speed update by Delta Report | |
2018-01-18 21:23:59 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 43600 | Generic Speed 43600 No Time Out | Speed update by Delta Report | |
2017-08-12 20:11:08 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 54600 | Generic Speed 54600 No Time Out | Speed update by Delta Report | |
2017-05-27 15:51:13 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 55600 | Generic Speed 55600 No Time Out | Speed update by Delta Report | |
2017-05-14 16:20:43 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 60200 | Generic Speed 60200 No Time Out | Speed update by Delta Report | |
2017-03-23 03:59:13 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 56400 | Generic Speed 56400 No Time Out | Speed update by Delta Report | |
2017-03-02 09:07:58 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 69400 | Generic Speed 69400 No Time Out | Speed update by Delta Report | |
2016-12-13 04:47:21 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 58000 | Generic Speed 58000 No Time Out | Speed update by Delta Report | |
2016-11-28 16:52:40 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 58200 | Generic Speed 58200 No Time Out | Speed update by Delta Report | |
2016-11-04 07:06:39 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 50600 | Generic Speed 50600 No Time Out | Speed update by Delta Report | |
2016-10-27 21:44:57 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 45800 | Generic Speed 45800 No Time Out | Speed update by Delta Report | |
2016-10-08 03:11:20 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 45200 | Generic Speed 45200 No Time Out | Speed update by Delta Report | |
2016-10-07 19:10:23 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 49200 | Generic Speed 49200 No Time Out | Speed update by Delta Report | |
2016-08-02 11:06:13 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 59600 | Generic Speed 59600 No Time Out | Speed update by Delta Report | |
2016-07-14 05:40:24 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 56600 | Generic Speed 56600 No Time Out | Speed update by Delta Report | |
2016-06-28 21:55:58 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 59000 | Generic Speed 59000 No Time Out | Speed update by Delta Report | |
2016-06-08 17:58:17 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 58400 | Generic Speed 58400 No Time Out | Speed update by Delta Report | |
2016-04-17 05:11:29 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 59800 | Generic Speed 59800 No Time Out | Speed update by Delta Report | |
2016-04-02 22:15:59 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 62200 | Generic Speed 62200 No Time Out | Speed update by Delta Report | |
2016-02-10 04:44:16 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 60200 | Generic Speed 60200 No Time Out | Speed update by Delta Report | |
2016-01-16 14:47:24 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 58400 | Generic Speed 58400 No Time Out | Speed update by Delta Report | |
2015-09-24 17:23:05 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 58600 | Generic Speed 58600 No Time Out | Speed update by Delta Report | |
2015-06-09 07:20:31 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 53000 | Generic Speed 53000 No Time Out | Speed update by Delta Report | |
2015-05-06 02:56:31 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 60000 | Generic Speed 60000 No Time Out | Speed update by Delta Report | |
2015-02-09 03:34:56 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 61600 | Generic Speed 61600 No Time Out | Speed update by Delta Report | |
2014-10-22 13:08:41 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 68000 | Generic Speed 68000 No Time Out | Speed update by Delta Report | |
2014-10-14 00:26:03 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 69600 | Generic Speed 69600 No Time Out | Speed update by Delta Report | |
2014-10-12 16:09:43 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | 68200 | Generic Speed 68200 No Time Out | Speed update by Delta Report | |
2014-06-20 11:02:22 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | N/A | N/A | Manual Change | |
2014-04-17 07:03:58 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Stable, Elevated | 80000 | N/A | N/A | Provisioned | |
2014-04-07 20:26:20 | WBC FTTC Annex A 20Mbit/s Up, 80Mbit/s Down, Standard Stability | 80000 | N/A | N/A | Provisioned |
While I appreciate your speeds started off at around 69mbps, this didn't last long and your speeds since then have settled around the level that they are now.
Unfortunately as they're within the speed estimates and expectations of your line and we're not finding any problems from our tests and your connection is very stable, there's not much we can do to investigate further, because our suppliers wouldn't accept this as a fault.
Featured Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
||
---|---|---|---|---|
High | Low | High | Low | |
VDSL Range A (Clean) | 64.6 | 44 | 17 | 11 |
It may be worth trying the steps Here to try to eliminate the possibility of any internal wiring affecting your speeds.
If you would like to move to another provider, you don't need a MAC code anymore. If I recall correctly this changed mid-2015 to the Gaining Provider Led process.
This means all you'll need to do is place an order with another provider which uses the Openreach network and in roughly 10 working days your service will leave us and we'll close your account.
That said, it's unlikely that another provider that uses the Openreach network will be able to provide you with much more speeds than what you're currently receiving.
It's possible that your speeds are on the low end of the estimates and have dropped over the years due to cross talk which is essentially interference from other connections in the cabinet as others in your neighbourhood go onto fibre.
If you would like a new deal recommend calling our customer options guys on 0800 013 2632 as we can either recontract you on the same 80/20 product making no changes to your speeds giving you a cheaper deal, or we can move you down to the 40/10 product generally on an even cheaper deal.
I hope this helps clarify things.
Re: seriously [-Censored-]ed with speed and customer service
24-09-2018 12:05 AM
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well it now seems to be getting worse
today im down to 32 -34mbps
this is getting beyond a joke now
Re: seriously [-Censored-]ed with speed and customer service
25-09-2018 9:50 AM
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