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I'm at my wits end

crewmeal
Hooked
Posts: 6
Registered: ‎10-09-2015

I'm at my wits end

Since I upgraded to super fast extra at the beginning of May I've had nothing but trouble with the speed during the evening and at weekends. I've had 3 visits from BT who come out around 4pm only to find the line, download and uploads speeds are as they should be 80/20. I have no problem with that. The problem starts after 6pm when the speed drops dramatically and as I type at 6.30pm (Sat) the download speed is 12.43 and the upload speed is 12.37. I have another BT engineer coming Monday (last visit Thur) and I know he'll only say the lines both inside my house and outside are faultless. Logic tells me that when folk get home from work they log on to whatever, same at weekends. Now to me that means usage at the exchange is higher during the evenings than during the day. It was even suggested to me I might cancel my contract. I believe this would be a problem with all providers and not just PN. It has now got to a point where I can't stream anything from my cloud as it drops out. Next door have exactly the same problem but haven't reported it yet.

Can someone please sort this mess out.

10 REPLIES
SpendLessTime
Aspiring Hero
Posts: 2,805
Thanks: 821
Fixes: 81
Registered: ‎21-09-2009

Re: I'm at my wits end

Usage issues at the exchange can be ISP specific as the traffic from individual lines is merged onto Virtual Circuits to be sent to the ISP. Sometimes these virtual circuits are unbalanced caused by one having too much traffic so slowing down users.

Plusnet can check for this and if that is the issue they can get subscribers moved to less heavily loaded circuits (if available). Otherwise they have to wait until the exchange capacity is increased and then the circuits can be re-balanced.

crewmeal
Hooked
Posts: 6
Registered: ‎10-09-2015

Re: I'm at my wits end

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

Re: I'm at my wits end

Hopefully staff will pick this up in the morning Embarrassed

 

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Plusnet Help Team
Plusnet Help Team
Posts: 5,982
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: I'm at my wits end

Sorry to hear you're having issues.

There's no reported capacity issues at your exchange but I can see our Faults team are investigating this for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
crewmeal
Hooked
Posts: 6
Registered: ‎10-09-2015

Re: I'm at my wits end

Plusnet booked BT to come between 1-6pm today Monday. They failed to turn up wasting yet another paid day off work. Where do we go from here?

Plusnet Help Team
Plusnet Help Team
Posts: 5,982
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: I'm at my wits end

Sorry to hear that.

I've passed the info onto our Faults team.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: ‎21-01-2013

Re: I'm at my wits end

The sooner this compensation plan is implemented the better.

https://www.theguardian.com/business/2017/mar/24/broadband-users-in-line-for-millions-in-ofcom-compe...

£30 for a missed visit  Thumbs Up

I believe BT internet already pay £10 compensation for a missed visit, would be nice if PN matched what their parent company does.

http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

crewmeal
Hooked
Posts: 6
Registered: ‎10-09-2015

Re: I'm at my wits end

Not even dial up speed tonight. No contact despite being advised that's someone will let me know what's happening. Disgraceful service to say the least.

crewmeal
Hooked
Posts: 6
Registered: ‎10-09-2015

Re: I'm at my wits end

9.15 Tuesday evening - tried calling faults, the line dropped. Tried again and hung on until past 10pm when someone said the shutters come down at 10pm. Thanks PN for wasting an hour on the phone.

Plusnet Help Team
Plusnet Help Team
Posts: 4,427
Thanks: 999
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Registered: ‎25-03-2015

Re: I'm at my wits end

Apologies for the delayed response, I believe our faults team have since responded to you regarding this matter.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team