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Poor performance. i know it's not me. But how best do I get anyone to listen?

Plusnet Help Team
Plusnet Help Team
Posts: 1,560
Thanks: 289
Fixes: 89
Registered: ‎26-03-2018

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

 Hi @Tiler9 I'm very sorry that you received a message that states that the fault is resolved. You've confirmed that the issue is still ongoing.

I've had a look into this and this appears to be due to advisor error as I can see that your engineer visit is still booked in for 14/06. I'm sorry for any inconvenience that this has caused and I will pass on feedback.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Tiler9
Dabbler
Posts: 10
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Hi. Unfortiunately, the engineer couldn't make an improvement and said it was down to the distance to the cabinet. I'd like to cancel my contract on the basis that it's not providing the minimum guaranteed speed.

Plusnet Alumni (retired) Optimatts
Plusnet Alumni (retired)
Posts: 442
Fixes: 19
Registered: ‎25-09-2018

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Hi there @Tiler9,

 

I have provided an update via the open fault ticket on your account with further details as I am unable to provide account/fault specific information on the forums.

 

You can log in and view the ticket HERE

If this post resolved your issue please click the 'This fixed my problem' button
 Matt L
 Plusnet Help Team
Tiler9
Dabbler
Posts: 10
Registered: ‎27-04-2019

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

My speed is still not over the minimum guaranteed speed limit. I tried to leave in June after the engineer visit. At the time he made it clear he'd not be able to improve the speed given distance from the cabinet. But this was dismissed in my support ticket (see here) as the router had not been left on long enough. It's now September - and I've left the router on - and I still don't get over 15Mbps.

I'd now like to make a 2nd request to leave Plusnet without penalty. I realise this is not an issue with Plusnet and its simpy the infrastructure you're operating your service over. However, I have a minimum guaranteed speed which is not being met and the only real solution for decent fibre speed is to rewire the road I live on into a cabinet that is closer. This is not going to happen any time soon and I'm not willing to put up with this, so I'm voting with my feet and moving to 4G which is 3-4 times faster for me.

Please advise.

 

Regards

James

 

Plusnet Help Team
Plusnet Help Team
Posts: 14,901
Thanks: 4,596
Fixes: 764
Registered: ‎21-04-2017

Re: Poor performance. i know it's not me. But how best do I get anyone to listen?

Hi James

I'm sorry to see you're experiencing speed problems still.

I've taken the time to review this and I've added a reply a support ticket on your account you can view and reply to Here.

I hope this helps.

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