Awful broadband speed and poor customer service
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Awful broadband speed and poor customer service
22-10-2017 9:30 AM
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Been with plusnet 3 weeks and to start with getting 54mbps now surprisingly down to 12-16 mbps,at best had 22 this morning. Asked live chat help and never came back after seeing message and being asked to wait, called this morning and waiting as we speak for 40 mns!!!!!! Regretting joining now if this is it, was quaranteed min 34mbps . Who can help please?
Re: Awful broadband speed and poor customer service
22-10-2017 12:07 PM
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of you have the plusnet one router ( aka hh5 ) you might want to look at the troubleshooting tab on 192.168.1.254
on there you will be able to work out if it's resetting often, what the snr is
also you might want to ring 17070 and do the quiet line test
also they'll ask you to test using the master socket
in the end you can also start a fault ticket via the help pages
Re: Awful broadband speed and poor customer service
22-10-2017 12:33 PM
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Thanks,quiet line test is crackling like crazy
Re: Awful broadband speed and poor customer service
22-10-2017 12:39 PM
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What should I do now ?
Re: Awful broadband speed and poor customer service
22-10-2017 1:01 PM
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Report it initially as a phone fault: https://www.plus.net/help/phone/phone-line-troubleshooting
If the phone line is bad then that will probably affect the broadband speed. Even if there isn't a link, you would need to get the phone fault cleared before PlusNet would look at a broadband fault.
Re: Awful broadband speed and poor customer service
22-10-2017 3:46 PM
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so the next thing that you'll asked to do is isolate your own home phones etc
to do this you'll need to take the faceplate of the master socket plug the phone in there and do the same test
that way you should be able to tell if the crackling is coming from in your house or upstream from the master socket
note if it's your own equipment and you get openreach out you'll get charged
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
note that you might have a different faceplate with you are on FTCC, mine had two layers, take it right to the back plate so that your only connected to the bt line and nothing else
Re: Awful broadband speed and poor customer service
22-10-2017 4:29 PM
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And still no input from Plusnet staff
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: Awful broadband speed and poor customer service
22-10-2017 9:14 PM
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It's a Weekend sure Gandalf usually pops in but that's on his own time, might have to wait until Monday for a official response.
Re: Awful broadband speed and poor customer service
22-10-2017 9:18 PM
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i know for sure if you have a crackly line, that will screw up the broadband, you'll need to work out if it's your own kit or outside, which you do by using the master socket, although having said that if you have some equipment in the house causing noise might be trickier to find, eg power supplies/washing machines etc
Re: Awful broadband speed and poor customer service
23-10-2017 8:54 AM
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Just taken front off main box and plugged inside and line is then dead,put front back on and use original opening and it crackles with and without a filter
Re: Awful broadband speed and poor customer service
23-10-2017 11:41 AM
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when you say dead you mean no crackling? but you could still get a phone/quiet line test done?
if so it implies it's either the faceplate ( unlikely ) or something in your own house
so do you have extensions in your house?
how many phone so you have, going to be a bit of trial and error to work out what's causing it, eg by disconnecting phones, extension lines etc
Re: Awful broadband speed and poor customer service
23-10-2017 11:50 AM
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It appears the faceplate has the wires connected straight from outside and inside the box there’s nothing visible going into the terminal . Done the quiet line test and it’s not good
will plusnet contact openreach?
Re: Awful broadband speed and poor customer service
23-10-2017 12:13 PM
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that doesn't sound like it's wired up properly, are you sure?
what type of master socket do you have?
any chance of pictures
just be careful about getting an engineer out as if it turns out to be your own equipment they will charge you for coming out
Re: Awful broadband speed and poor customer service
23-10-2017 12:36 PM
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@JonoH where is PN staff ?
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: Awful broadband speed and poor customer service
23-10-2017 1:01 PM
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