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Never ending internet problem rant

stuffys
Newbie
Posts: 3
Registered: 04-08-2017

Never ending internet problem rant

We moved house end of summer last year and before hand Plusnet where the bees knees, no problem and amazing customer service. However...

Since we have moved we are having constant problem with out fibre broadband, we have to restart the hub at least 3-4 times a day (both wifi and ether).The thing that makes this worse has been the customer service-

1.We have had multiple conversations with different people trying the exact same solutions, even though you explain this has not worked before. 

2.Been referred to the faults team at least 3 times maybe more.

3.Had an engineer not turn up on an arranged day(after waiting in all day), to be told the next day the appointment had been cancelled.

4.Finally an engineer came out, told problem was fixed, but is not.

5.My last conversation with plusnet was just after the engineer had been and they called me when I was driving. I explained that the problem was still occuring but that I could not speak more as I was driving. The plusnet customer support member told me that they would email me some response. The email discarded my complaint that the problem had not been fixed and I quote

 

I can see that it is stable and the speed is operating within expected limits for the length of your line. I therefore conclude that this matter is resolved.

and that if there was any more problems the fault ticket would sat active for 14 days and to contact them

 

Sorry for rant the internet connection has just gone down again and I just wanted to vent!!!

 

 

 

4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 149
Thanks: 52
Fixes: 5
Registered: 11-01-2018

Re: Never ending internet problem rant

Hi @stuffys

 

Thanks for getting in touch - sorry to hear that this is dragging on.

 

I've asked one of my colleagues to take ownership of this issue and contact you regarding this today.

 

Let me know how you get on.

 

Best Wishes,

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
stuffys
Newbie
Posts: 3
Registered: 04-08-2017

Re: Never ending internet problem rant

Wee update, home renovations ment I missed plusnet repair window (my fault). Problem still happening so got in touch with plusnet cs, told they would get back in touch... week later I had to get in touch with them. They had no record of the promise of getting back in touch, lucky I had the transcript, so cut and paste. Give the next plusnet cs credit he arranged an engineer for that next day (today). Open reach engineer has just left and there is nothing they can find wrong at there end as the signal is strong, no errors being recorded. He believes as my Hub keeps is keeping its blue light when my internet has died and by reseting the hub (solves my connection for an hour), that plusnet are seeing the connection dropout due to the resetting and nothing to do with my line. 

 

On second hub, done microfilter only, isolated frequency...

Engineer will sent his report to plusnet and explain problem is at there end and I should wait until they get the report to contact them. 

My question to anybody is what else can it be?

Will update after speaking to plusnet after report.

 

ps home renovations nearly finished, might even get a kitchen sink by next Tuesday! Cheesy

Baldrick1
Champion
Posts: 987
Thanks: 450
Fixes: 35
Registered: 30-06-2016

Re: Never ending internet problem rant

Do you get this problem when the router is connected to a computer with an Ethernet cable?

stuffys
Newbie
Posts: 3
Registered: 04-08-2017

Re: Never ending internet problem rant

Hi Baldrick1

Happens with both wifi and ethernet cable.