Very close to ditching PlusNet
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Very close to ditching PlusNet
Very close to ditching PlusNet
14-07-2018 5:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I have been with PlusNet virtually from the start and have always been more than satisfied with their service until now.
A few months back I started getting multiple line drops per day which neither PN or OR could solve. It was finally agreed to perform something called a "lift and shift" which for all intents and purposes gives me a brand new broadband connection.
Great I thought, no more disconnects which has proven true.
But, and there is always a but isn't there? Where before the L&S I was getting 25-28 mbps I am now down to 5 and 6. To say that I have been given the run around by tech support, including being told blatant lies regarding sending me a new router, is an understatement. I now have to spend another morning waiting for an OR engineer, the nth one, to tell me that he can't find a fault.
Yes I know the line test OK and that the PN equipment and my router reports the line connection as 40meg but the OR speedtest reports 5 or 6 meg and if I download a 100mb test file from my domain it takes over 4 minutes to arrive.
In the meantime I am paying, and have been for the past few months, for a service that I am not receiving. If PN would stop spending £s on attracting new customers that they cannot service correctly and spent that money on training tech support rather than employing script followers things may improve.
In terms of quality of service and cost I was far better off when on ADSL
If there is no solution found on this next engineers visit, this Monday AM, I i shall be looking to decamp and move over to Zen who although more expensive do employ properly trained staff.
Re: Very close to ditching PlusNet
14-07-2018 5:43 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Which router are you using? (Note there are a number of ‘plusnet’ Routers).
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Very close to ditching PlusNet
14-07-2018 6:12 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello,
It is the Sagecom PN Hub 1 but I have tested with other routers and they make no difference,
Re: Very close to ditching PlusNet
14-07-2018 6:42 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Very close to ditching PlusNet
14-07-2018 7:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
1 was an oldish PN and 2 other makes belonging to neighbours.
Before the lift and shift speeds were fine. As soon as they moved my connection it all went slow. Same router, same cabling.
Re: Very close to ditching PlusNet
14-07-2018 7:51 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
This needs to be picked up by a staffer...
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Very close to ditching PlusNet
15-07-2018 7:50 AM - edited 15-07-2018 7:54 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If connecting to the router by ethernet cable for testing, what does http://speedtest.btwholesale.com/ report? Also, follow through and do the Further Diagnostics.
Re: Very close to ditching PlusNet
15-07-2018 12:42 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Very close to ditching PlusNet
16-07-2018 8:37 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
This morning, just after 0800, I lost connection which I assume was the engineer jiggling something although I have not the usual phone call from him. The connection is now back up but speed now 3mbps !!! I have run the OR speed test and sent the results through to the server.
I can see this being the end of my relationship with PlusNet.
A very unhappy bunny!!
Re: Very close to ditching PlusNet
16-07-2018 8:48 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Very close to ditching PlusNet
16-07-2018 8:53 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I understand that but at least Zen hopefully has a better trained tech support and one that doesn't tell bare faced untuths ie sending me out a new router!
I realise there is nothing I can do regarding OR but I can show my dissatisfaction with PN by voting with my wallet.
Re: Very close to ditching PlusNet
16-07-2018 9:04 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Just had a call from the engineer who is apparently on his way (about 45 minutes away) so the earlier disconnect was nothing to do with him. Apologies. Fingers crossed.
Re: Very close to ditching PlusNet
16-07-2018 9:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Glad to hear the engineer is on there way to you.
I'll do my best to follow things up with you later this afternoon by which point the engineer should have finished their work and uploaded their notes.
Re: Very close to ditching PlusNet
16-07-2018 10:52 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
OK. The engineer has been and gone and gave the connection a 100% pass. Totally steady and 39mbps+.
Has suggested that the router is running very hot and needs replacing (as was promised by a PN tech last week. Ahem!!)
Re: Very close to ditching PlusNet
16-07-2018 11:13 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Meant to add that speed test is still only showing 5-6mbps at my end. Once I get a new router I will replace my network card. I don't want to do that before in case the router is blowing something on the card.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Very close to ditching PlusNet