Too many drops since day one 3 months ago! want out!. Want to cancel!!!
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Too many drops since day one 3 months ago! want out!. Want to cancel!!!
22-04-2020 1:56 PM
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We have tried everything you have suggested, changing channels and frequencies.
The problem has still not been resolved, at least 3 time’s every evening, between the hours of 5:30pm and 10:30 pm our internet drops, and the WiFi cuts out!
We cannot accept this, this has been going on since day one of joining you.
Therefore we are not receiving the service that we are paying for!
I have no other alternative but to move to a more stable provider were we will NOT constantly loosing connection!.
I do not to expect to be charged for leaving, as you failed to provide the service I am paying for!.
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
22-04-2020 3:31 PM
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Have you been complaining for 3 months? Have you gone through the fault finding procedure as suggested in the other post to which you have contributed? Have you had Openreach out to investigate by reporting the fault using the link in the other post?
Or are you just hankering to leave Plusnet and have a dispute with their Debt Collectors?
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Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
23-04-2020 1:39 PM
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Hi @Cleo, thanks for getting in touch and I'm sorry to hear you're having connection issues as of recent. Looking over your connection and notes on your account I can see the drops you've reported look to have been misidentified as solely wireless issues however looking over your connection graph recently I can see there's been several drops in connection from our side to the router per day. When looking into this further and testing your connection and line however we aren't detecting the location of the issue or getting any hints as to what's behind the drops so I'd recommend going through some troubleshoot steps your side below to help narrow the cause down.
I'd recommend starting with basic checks here: http://goo.gl/p2tpvL
And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
If the problem still persists from here we will go down the route of raising a fault. Let us know how it goes.
I'm afraid unless an engineer deems a speed issue/fault is unfix-able then we wouldn't be able to waver cancellation fee's especially if the necessary steps having been taken that should be able to get to the bottom of this issue. Again, I'm sincerely sorry previous advisors looking into this for you have solely being focused on the wireless and we'll certainly make sure that when the issue is resolved andou are refunded for the loss of service over this period that it goes back to when you initially raised the fault with us. As mentioned, let us know how it goes and we'll be happy to progress this issue further for you if needed.
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
23-04-2020 8:16 PM
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Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
23-04-2020 9:09 PM
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And yet again at 9.pm broadband completely dropped, yet again as it does every night at this time! Utterly had enough!
And thank you for your response.
Much appreciated.
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
23-04-2020 9:15 PM
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I have never had any issues at all with the provider we were with for over 9 years.
So in the 21st century this has to be the worst provider ever!
Stay away if you don't want problems!
Simple!
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
23-04-2020 11:01 PM
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Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
24-04-2020 4:25 PM
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Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
on 24-04-2020 9:05 PM - last edited on 26-04-2020 11:55 AM by Strat
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24th April,
yet again our line has dropped again, and this was using a wired connection to the laptop!
There’s obviously a pattern here, every night @ approx 8:50-9:00pm!. This drop happens several times a day!
We cannot continue like this, this is NOT what we signed up for!.
Suspicions point to a system called, ‘manager’ ! Whereby connections are re routed to enable other connectors to share /split!
Never have we ever suffered this awful, unstable, non consistent line connection!
We will be leaving,!.. We do not expect to pay for early exit!. As you fail to provide the service what was expected! Shame on you Plusnet!!!
Moderator's note by Dick (Strat): All caps text edited as per Forum rules.
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
24-04-2020 9:17 PM
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@Cleo that is not how it works.
You need to give PN the opportunity to rectify a fault if reported, ignoring their requests and you leaving will only result in early leaving fees, which will be passed to debt collectors if not paid.
Whilst it may be frustrating, you will be in a much better position if you provide the information they require, and posting on here will help give you evidence should it ever be needed.
Also this place can help with information and guidance to aid any issue you may have.
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
24-04-2020 11:45 PM
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I have reported back, my situation remains the same, on occasions more frequently.
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
25-04-2020 3:28 PM - edited 25-04-2020 3:29 PM
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Hi
Please can you point me to where it states you cannot contact them within the first three weeks.
I am currently investigating certain practices re provision of broadband services.
On the BTW tester (last page of the info on the right hand side of the new test page, the one with the silly rocket!!) it states
1. It can take up to 10 days from set-up of a new service, or following
a ccSNR Reset for your broadband line to train up to its full speed. Do bear in mind that any speed test during this period may not reflect the true long-term speed of your Broadband.
As PN are part of BT and afaik use the same infrastructure, three weeks is a little excessive imlo.
Thanks
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
25-04-2020 3:49 PM
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https://community.plus.net/t5/Fibre-Broadband/Experiencing-issues-with-a-new-Plusnet-Fibre-Connectio...
What should you do?
Just sit back and let the DLM do its thing. This should all be sorted in a couple of weeks, and once it’s done your connection’s performance should be up and running. If you notice problems after a few weeks, that’s the time to get in touch.
Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
27-04-2020 12:24 PM
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You have a two week period from joining Plusnet to change your mind about taking out the contract. After that you are locked in. This is not designed to let you try using the service. Apart from cable suppliers all FTTC ISPs use the BT FTTC infrastructure anyway.
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Re: Too many drops since day one 3 months ago! want out!. Want to cancel!!!
27-04-2020 2:02 PM
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