Moved to PN from BT. Same setup, same plan, worse service?

[#1]

I've been with BT for two years and decided to change after a £80 bill for last month (phone / broadband). I kept the BT router, haven't changed a thing and and had a really bad experience with PN so far.

• I can expect 30 second drop outs every 20 mins. The router remains connected, but there's no data getting through during the drop out.
• With BT (up to 76Mbps) I was getting speeds around 35-40Mbps with Plus net (up to 76Mbps) I'm getting around 25Mbps.

I have built my home around a stable internet connection and am gutted that I have these drop outs and my speed has fallen. Cant even watch Netflix without a break of service in between.

I made a mistake switching.

[#2]

Also... trying to get support is a joke. 30 min to get through on the phone or number 27 on the online queue.

[#3]

Welcome to the Forum.

Is this your wifi dropping or are you seeing the problem on a wired connection? I forget the practice at BT but Plusnet will only treat it as a fault in the latter case.

Plusnet staff are sometimes a bit thin on the ground in the Forum at weekends so it is probably worthwhile using the online system https://portal.plus.net/apps/kbdfaults to report your problem as a fault if you are seeing it on a wired connection. That has the advantage of getting you into the queue for action by the faults team if you don't/can't make contact in other ways that get the issue resolved.