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Awful broadband speed and poor customer service

Paulpj
Dabbler
Posts: 10
Registered: ‎22-10-2017

Awful broadband speed and poor customer service

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? 

20 REPLIES
bluewhale
Rising Star
Posts: 885
Thanks: 15
Registered: ‎30-07-2007

Re: Awful broadband speed and poor customer service

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

Paulpj
Dabbler
Posts: 10
Registered: ‎22-10-2017

Re: Awful broadband speed and poor customer service

Thanks,quiet line test is crackling like crazy 

Paulpj
Dabbler
Posts: 10
Registered: ‎22-10-2017

Re: Awful broadband speed and poor customer service

What should I do now ?

BrightonRock
Pro
Posts: 305
Thanks: 91
Fixes: 7
Registered: ‎09-04-2016

Re: Awful broadband speed and poor customer service

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.

bluewhale
Rising Star
Posts: 885
Thanks: 15
Registered: ‎30-07-2007

Re: Awful broadband speed and poor customer service

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

 

 

rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,533
Fixes: 12
Registered: ‎01-12-2010

Re: Awful broadband speed and poor customer service

And still no input from Plusnet staff Lips are sealed Ticked off

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Terranova667
Pro
Posts: 1,327
Thanks: 77
Fixes: 3
Registered: ‎19-02-2014

Re: Awful broadband speed and poor customer service

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. 

bluewhale
Rising Star
Posts: 885
Thanks: 15
Registered: ‎30-07-2007

Re: Awful broadband speed and poor customer service

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

Paulpj
Dabbler
Posts: 10
Registered: ‎22-10-2017

Re: Awful broadband speed and poor customer service

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 

 

bluewhale
Rising Star
Posts: 885
Thanks: 15
Registered: ‎30-07-2007

Re: Awful broadband speed and poor customer service

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

Paulpj
Dabbler
Posts: 10
Registered: ‎22-10-2017

Re: Awful broadband speed and poor customer service

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?

bluewhale
Rising Star
Posts: 885
Thanks: 15
Registered: ‎30-07-2007

Re: Awful broadband speed and poor customer service

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 

rongtw
Seasoned Hero
Posts: 6,973
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Registered: ‎01-12-2010

Re: Awful broadband speed and poor customer service

@JonoH  where is PN staff ?

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Paulpj
Dabbler
Posts: 10
Registered: ‎22-10-2017

Re: Awful broadband speed and poor customer service

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