Are there any actual staff at Plusnet support anymore?

[#1]

Sorry Folks but Plusnet used to be a prime ISP with some very knowledgeable people with a support system that was 2nd to none, now I'm sorry but it's just ridiculous. I'm on a 80/20 package & have had up to 56 Mbps when it first installed, this over time dropped to 48 Mbps which then last year it dropped down to 42 Mbps. Then on 17th March this year overnight it dropped to 30 Mbps this is not an external fault despite supposedly having 2 engineers come out to fix, although we never saw the 2nd one. This is due to traffic shaping, commercial decisions being made at Plusnet to effectively defraud their customers, it is my belief they are knowingly restricting speeds otherwise why would I have had no response from support in 7 days, unless of course there is no support staff.

[#2]

Hi there, 

We have backlog on faults workloads at the moment so I'm sorry for the delayed response. 

I'm going to politely disagree that it's traffic shaping or something that we're doing deliberately, my reasoning is that we have been investigating a line fault and I can't understand why we'd investigate the issue our commercial decisions were the root of the issue. 

We do wish to help and diagnostics that I've just performed indicate we likely need to arrange some engineer intervention to perform a DLM reset. 

I'm going to look into this further now and will reply back to your open fault ticket shortly. 

[#3]

@adamwalker I'll politely disagree with you  as well, the first engineer who came could not find any fault on the line, okay that could be because a HR or wet joint had dried out at that time, the 2nd engineer didn't visit so I have no idea what he did or didn't do. But the whole time the line is crystal, you will see we do not make any outbound calls, but inbound have no interference at all. The other issue is that 48Mbps was a nice flat line, somebody made adjustments & then 42Mbps was a nice flat line, then at 08:00 on 15th March it dropped like a stone to 32Mbps this is not consistent with 'fault' but somebodies decision.

I've been a customer for over 20 years, before you were Plusnet, we have these spats every now & again, all I'm after is what I am paying for, please reset the DLM but I have been told it's already been reset twice before.

But Thank you for your input & I hope to see a positive resolution soon, the galling thing about this is there is a cabinet within 30 yards of my house, unfortunately I come off one 600 metres away.

[#4]

@adamwalker 7 days pass & no response from your side @HarryB any chance of somebody actually looking at Question #173679851 coming up 4 weeks now & no resolution in sight

[#5]

Sorry to hear you haven't had a response.

I'll get this chased up for you and the ticket updated shortly.

[#6]

@MatthewWheeler @adamwalker @HarryB So 2 days after both replying to the text I was sent & updating the ticket to advise I would be available for 4 days both AM & PM not another thing appears to have happened!

Why is it that the customer has to chase, chase, chase to make anything happen, really what has happened to the excellent service/support that Plusnet was known for? I am so disappointed it is almost beyond words, if I wasn't tied in for 12 months I would go elsewhere, just purely for the lack of support.

This issue has been going on now since 15th March but actually reported to you on 2nd May, but that is still a month ago, as I have made clear I still do not believe this is a external fault, but an internal issue that my account has had a product move, as  has been done in the past without my permission.

[#7]

Interestly I have just received my Sam Knows report, which is claiming that I am on a 38x10 product, which does appear to be the issue, so the resolution is that I am either put back onto the 80x20 product I am paying for or you refund the difference for the past 3 months & reduce my charges until the end of my line rental term

[#8]

Apologies for the delayed response.

As shown below you're definitely on the 80/20 service as this is your current profile

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	32.0 Mbps
Upstream Speed	10.2 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	668.6
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Low
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-20M Upstream, Error Protection Off
Time Stamp	2018-05-19T14:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	31.3 Mbps	32.1 Mbps	32.0 Mbps
Up Stream Line Rate	9.6 Mbps	10.2 Mbps	9.9 Mbps
Up Time	718.0 Sec	900.0 Sec	899.6 Sec
Retrains	0.0	2.0	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	2018-06-01T14:02:10.482+01:00	2018-06-01T14:17:10.482+01:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

With regards to the appointment I can't see any response from yourself. If you head here you can do this online and then we can investigate further

[#9]

Please see my response to your texts, if you are not going to action replies to texts then maybe using texts are flawed?

[#10]

Thanks for updating the ticket.

I'm not sure why the text hasn't come through but we're getting the appointment booked for you now and we'll send confirmation shortly.

[#11]

Moderator's note:

Unhelpful post removed.

[#12]

@Mav Not sure that it was unhelpful, if you go around removing dissenting posts, how is anybody supposed to know the truth, Plusnet used to the premier ISP until it was taken over by BT & the vast majority of the staff left, it's now a shell of it's former glory & both customers & senior management should know of these facts.

[#13]

Exactly Phaeton. Isn't the purpose of a Forum for people to express their frustration and discuss these issue? Removing comments is not fair or helpful

[#14]

@Phaeton @spellchex

In this instance several similar posts were made in different threads which is against the Forum Rules.

[#15]

Exactly. If this is a real Forum they have to accept criticism and not block people with real issues Plusnet!