Absolutely fuming

[#1]

Paying £33 a month for unlimited fibre broadband with “minimum guarenteed line speed” of 34mb. Hardly ever achieving this.
Second time calling to discuss (last time “changed channels”) still no improvement this time on hold for over an hour!!! Cannot live chat as nobody available.
No way to complain except live chat (not available!!!!) or call (outrageous wait time!!!!)
Then someone eventually answers and they APPEAR not to hear me. I hear them. My phone works for everyone else.
F U M I N G
Appalling service - NO customer service - poor connection yet paying for a minimum speed.
PLEASE Plusnet. Call me to resolve this. I’m so so so cross.

[#2]

What speed are you getting if you use a wired connection to the router? Does that vary at different times of the day?

[#3]

Hi @AmySales I am sorry to hear that you are experiencing issues with your speed. I have tested the connection and this isn't highlighting any issues and the speed is in sync at 40mbps, the connection also looks to be stable.

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	40.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	208.4
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Retransmission Low
Time Stamp	2018-10-15T11:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	39.9 Mbps	39.9 Mbps
Up Stream Line Rate	9.9 Mbps	10.0 Mbps	9.9 Mbps
Up Time	860.0 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	2018-10-28T10:57:55Z	2018-10-28T11:12:55Z
Ingress Code Violation	4	1
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

The issues you are experiencing may well be related to the wireless connection between your router and devices. WiFi is prone to interference and there are many factors that can impact the signal.If changing channels hasn't helped, I'd advise separating the routers' wireless frequencies, I have sent you an email on how to do this.

As @jelv has advised, could you please run a wired speed test to see if you achieve similar results, as if this affecting wired connections also we would need to investigate this further.

Let us know how you get on.

[#4]

Thanks for your reply.
However, You have not acknowledged my hold time. Or called as asked.
Please consider this a formal complaint. Someone needs To call me.
I need to discuss
Broadband speed & expectations & contract.
The call wait yesterday.
The fact someone answered (after an hour and a half!) but claimed They couldn’t hear me (this call needs to be listed to) and hung up!
The accessibility of complaints
You have my contact details. After 5.30 Monday - Friday is preferable.

[#5]

For clarity, see attached broadband speed results. 3.86- 36.0 is not stable in any sense of the word. Yes, 36 is great (it’s on there once!!!) but this is NOT consistent. And the average is 22.34 wayyy below the contractual Service level you should be providing.
I await your call.

[#6]

Hello @AmySales,

Thanks for getting in touch via the forums and I am sincerely sorry for the wait times you have experienced.

I will listen to the call in question and ensure if any feedback is due I will pass this onto the relevant team as this is not the level of service we aim to provide.

I have responded with further via your account here.

[#7]

From the original post:

“minimum guarenteed line speed”

The test you have posted look like they were using WiFi. You need to post the result of a speed test using a wired connection.

[#8]

There seems to be some confusion.
Please call me to discuss my complaint means to pick up the phone. Not to reply on this forum.
Forgive me if this comes across as rude I am so frustrated and disappointed by this company. It’s hell to deal with. I just need to SPEAK with someone. Monday - Friday after 5.30. Please. I can’t make it any clearer.

[#9]

Hi there.

Unfortunately I'm not currently in a position to arrange a call back for you regarding this after 5:30.

We're happy to help over here, but if you'd like to assistance privately, please feel free to reply via ticket 183987459, or send me a PM.