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SLOW Fibre Broadband NEW Customer

missile
Dabbler
Posts: 12
Thanks: 1
Registered: ‎09-05-2016

SLOW Fibre Broadband NEW Customer

My Fibre broadband is dog slow. never more than 10 Mb/s Telephone number:01224 XXXXXX Phone exchange:ABERDEEN DENBURNEstimated line speed:40Mb (This may vary between 60.9Mb and 79.4Mb) - Checked on 2016-04-07 01:48:07Current line speed:8.9 Mb

27 REPLIES
benq42
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: ‎08-05-2016

Re: SLOW Fibre Broadband NEW Customer

your lukcy mate I went over to plusnet 12 days ago and only getting 1.7mb.plusnet just giving me the run around don't trust them one bit, quick at taking your money but not quick at sorting probs out

scottymc
Grafter
Posts: 224
Thanks: 5
Registered: ‎04-02-2015

Re: SLOW Fibre Broadband NEW Customer

Hi buddy

Looks like your PlusNet line profile is still set to adsl ,

Go on to chat and ask them to reset it for your new fibre connection..

Or maybe someone can pick up on this from the forum and do it for you
missile
Dabbler
Posts: 12
Thanks: 1
Registered: ‎09-05-2016

Re: SLOW Fibre Broadband NEW Customer

I spoke with operator 1, he said he would fix it - no improvement

I spoke with operator 2, he said he would fix it - no improvement

I spoke with operator 3, she told me ADSL had been installed not fibre and she would have to transfer me

I spoke with operator 4, she said it was a mistake and she would need to raise a work instruction for BT Openreach. How long? She did not know.\

It seems PlusNet customer support is as bad as BT?

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: SLOW Fibre Broadband NEW Customer

Hi there,

Just taking a look at this now. I'll update the thread shortly.

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
benq42
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: ‎08-05-2016

Re: SLOW Fibre Broadband NEW Customer

you order high speed fibre and get adsl .its that slow should give us some wood to carve spoons with

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: SLOW Fibre Broadband NEW Customer

Order we could have just placed the correct order. My colleague is correct in that you have been provisioned onto ADSL.

This happened as your order was manually placed, and the ticket was in an ADSL ticket pool.

My colleague has already placed an order to regrade you to Fibre and we should have a firm date shortly. Really sorry for the poor experience here, and I'll make sure I feed back.

Matty

 

Edit - My poor spelling Roll eyes

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
missile
Dabbler
Posts: 12
Thanks: 1
Registered: ‎09-05-2016

Re: SLOW Fibre Broadband NEW Customer

Hi Matty,

Many thanks for your kind words. Hopefully it will not be long until the issue is rectified.

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: SLOW Fibre Broadband NEW Customer

The order has been accepted by our suppliers. We're in shape for the 20th. There's no foreseeable issues, clear sailing from here. Are you ok to keep us posted?

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
benq42
Dabbler
Posts: 17
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Registered: ‎08-05-2016

Re: SLOW Fibre Broadband NEW Customer

the 20th for what

MattyC
Champion
Posts: 3,192
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Registered: ‎10-04-2014

Re: SLOW Fibre Broadband NEW Customer

@missile's fibre regrade.

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
benq42
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: ‎08-05-2016

Re: SLOW Fibre Broadband NEW Customer

so the probs I have with speed will get sorted on 20th is that correct.and what happens about being billed for fibre that I have not been getting

MattyC
Champion
Posts: 3,192
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Registered: ‎10-04-2014

Re: SLOW Fibre Broadband NEW Customer

The message was intended for @missile - the customer that started this thread. I'll pick up your case on a separate thread shortly.

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
missile
Dabbler
Posts: 12
Thanks: 1
Registered: ‎09-05-2016

Re: SLOW Fibre Broadband NEW Customer

Hi Matty,

We are off on holiday on the 18th. I will be pleased to update this post on my return.

Many Thanks for your assistance, Bob.

 

 

 

 

MattyC
Champion
Posts: 3,192
Thanks: 161
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Registered: ‎10-04-2014

Re: SLOW Fibre Broadband NEW Customer

Thanks!

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet