Ridiculously slow connection! Mis-selling the product.

[#1]

Hi there,

we joined Plusnet unlimited fiber extra 2 weeks ago and we are totally unhappy with it

we were supposed to have guaranteed access line speed of 61.2mb but at the moment with wifi, it could be even 2mb! Sometime if you are lucky 10mb. This is unacceptable. They even emailed us saying this morning that our speed was 21mb and slower than it should have been etc.

Plusnet is mis-selling the product and I know that we are in the 12 months contract, however,  I would like to get it cancelled without any penalty. They cannot offer the service they promised.

I have been waiting the customer service more than 20 minutes by now, could anyone suggest what we can do?

Thanks.

[#2]

Hi @Monk

Firstly, please accept my apologies for the issue with your speed and for the long delays to get through to us.

I have tested the line in full and identified a potential fault external from your property which is likely the reason why your speed is lower than the estimates. This has now been raised to our suppliers for further investigation and we have been provided an estimated response time of 24 - 72 working hours.

Our faults team will monitor the progress of the fault and you can do the same by clicking here.

Once the fault is resolved we can then refund you from the date the issue was raised to the date the issue is resolved.

Thank you.

[#3]

Currently, I am with BT and am not experiencing any problems.  I know Plusnet is a subsidiary company and given i have opted for the fasted fibre broadband they offer I am wondering why I should experience any problems.It seems to me you may have a technical issue and given your husband is the account holder maybe it is him who should contact CS

[#4]

@donmaico6, fingers crossed you don't experience any issues when your service is transferred to us, but if you do feel free to let us know over here and we'll be happy to investigate for you.

[#5]

yes i will and thanks for your reply.