Major Plusnet issues
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- Re: Major Plusnet issues
10-10-2016 7:07 PM
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This is absolutely disgraceful customer service
So onto my actual issue -
I recently upgraded to fibre 72mb service, when I started the upgrade I had an email saying the order had started but have heard nothing since. I posted on here some time last week and was informed that the router had been sent out although didn't receive any emails telling me about this.
I waited and sure enough the router arrived 2 days later.
When the router arrived I plugged in as my internet speed on my old router had gone from around 12mbps to around 1mbps. Plugging the new router in has made no difference and the line fluctuates between around 6 to as low as .5 it's terrible.
I'm trying to find out what's going on but Plusnet's customer service centre is amazingly bad. Can anyone shed some light on what happening with this issue and why customer service is so terrible.
Fixed! Go to the fix.
Re: Major Plusnet issues
10-10-2016 7:10 PM
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No one from plusnet seams to want to admit that customer service is garbage now, i dont know why its going downhill because it used to be really good.
Re: Major Plusnet issues
10-10-2016 7:11 PM
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Re: Major Plusnet issues
10-10-2016 7:16 PM
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Yes because getting more customers on board is priority over customers needing help these days.
Re: Major Plusnet issues
10-10-2016 7:20 PM
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Good Evening,
I'm sorry that you didn't get through on the phone, I've checked your account and it seems our system sent the activation message slightly too soon, the engineer is due to visit your local cabinet(green box) at some point tomorrow, once this is done you will get the full speeds your line can handle, I have made a change on our side to bring your current speeds back up to normal too.
If you could restart your router things should improve immediately
Re: Major Plusnet issues
10-10-2016 7:21 PM
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Re: Major Plusnet issues
10-10-2016 7:21 PM
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Re: Major Plusnet issues
10-10-2016 7:27 PM
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The connection profile on our side was automatically lowered based on a report we receive about your line from BT Wholesale, this is lowered to match what your line is physically getting as raising this higher will cause connection issues and a very poor browsing experience, the closer these numbers, the better experience you should get.
I've manually moved this up after testing your line to ensure you get the most speed you can get out of the physical line, once the engineer has done his work tomorrow, you'll be getting the much higher fibre speeds without issue
Re: Major Plusnet issues
10-10-2016 7:29 PM
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Re: Major Plusnet issues
10-10-2016 7:30 PM
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Re: Major Plusnet issues
10-10-2016 7:34 PM
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Thanks for letting me know about that, I'm going to run some further tests to rule out any potential faults that could be causing other issues.
I'll be back here shortly with an update
Re: Major Plusnet issues
10-10-2016 7:34 PM
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Re: Major Plusnet issues
10-10-2016 7:43 PM
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I've ran some more tests and can't see any obvious issues, your line is syncing at a good rate and your phone line tests fine too, I've popped a message to a colleague who's in our tech support team for him to have a look over things too however with the Fibre going ahead tomorrow, this may correct any issues and if it doesn't, it will make it much easier to diagnose knowing what's changed and what has stayed the same.
I will get him to send you an email via your account if he finds anything or I will send one if he responds to me directly, I'll keep an eye on the Fibre order too to ensure that works goes ahead and you get connected tomorrow without any issues on that.
As to what originally caused the issue, I can't be 100% certain as the reports are not live at the point we make the change so it could have sent us a speed report from when you had another issue and it expected lower speeds, as soon as I know more I'll make sure you do via this thread and emails to your account
Re: Major Plusnet issues
10-10-2016 8:02 PM
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I am carrying this out on wifi so before this is brought into question I have a laptop running too and have carried out both the bt wholesale test and this test on the pc connected via Ethernet directly to the modem with pretty similar results. I am posting this on the phone because of ease of screenshot
It's been like this for around 3 weeks now. I could really do with a fix ASAP. I appreciate fibre is getting sorted tomorrow however I have doubts this will resolve the issue as I'm supposed to be getting 5 times the speed I am currently receiving so why would increasing the speed your sending me improve things
Re: Major Plusnet issues
10-10-2016 8:15 PM
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thanks for the information and the picture, believe me it makes things easier for both me and you to have any information we can get.
If the issue is some kind of physical one however, the fibre change could make a difference as the current copper from exchange to cabinet is replaced by Fibre, the part that stays the same is the copper from cabinet to your home, if there are still issues then that rules out the copper from cab to exchange and makes getting it fixed a bit easier.
we'll only know tomorrow if that changes anything but hopefully it does and things can get back to normal for you, if not then we can push things down a fault route and get someone to your door to check further
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