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How low can PlusNet go?

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Legend
Posts: 17,723
Thanks: 598
Fixes: 168
Registered: ‎05-04-2007

Re: How low can PlusNet go?

I've added some notes to the fault ticket to clarify for the faults team, I'll give them a nudge to look at this asap.
If this post resolved your issue please click the 'This fixed my problem' button

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Grafter
Posts: 732
Registered: ‎30-07-2007

Re: How low can PlusNet go?

Maybe you could get someone to fix my problem as well, banging on since April.
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Community Veteran
Posts: 26,786
Thanks: 987
Fixes: 10
Registered: ‎10-04-2007

Re: How low can PlusNet go?

@saturn
I suggest you start a new topic detailing your issue and it's history
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
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Plusnet Help Team
Plusnet Help Team
Posts: 7,783
Thanks: 852
Fixes: 353
Registered: ‎01-01-2012

Re: How low can PlusNet go?

@Saturn
I can see our complaints team are handling your issue.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Grafter
Posts: 449
Registered: ‎01-08-2007

Re: How low can PlusNet go?

Wish they'd handle mine!!!
dick:quote
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Grafter
Posts: 449
Registered: ‎01-08-2007

Re: How low can PlusNet go?

So, we're up to September the 16th from a fault that started on installation of fibre back on June 26th!
My THIRD BT engineer called today. He was here over two hours and managed to get through to their level two support (apparently no easy task - they hang up after 5 minutes to keep the targets!)
After testing everything (including internal wiring that I'm sure he doesn't have to do) Level 2 got him to eclude PlusNet from the whole setup (don't ask me how) and surprise surprise, without PlusNet caps or errors my speeds were excellent - as you can see from the screenshot of his test on his laptop.
What next PlusNet? Will I now get the speed you sold me... and that I'm paying for?
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Superuser
Superuser
Posts: 15,202
Thanks: 6,049
Fixes: 37
Registered: ‎22-08-2007

Re: How low can PlusNet go?

There is some possibility that "excluding PlusNet from the whole setup" (as you put it) might well have also removed certain parts of BTw's infrastructure to PlusNet's setup as well.
Which router do you have?  If it supports WAN ping (the 2704n does not) then setting up a TBB BQM might shine some light on matters.
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Grafter
Posts: 449
Registered: ‎01-08-2007

Re: How low can PlusNet go?

Thanks Townman - if I understood a word of that I'd answer  Embarrassed Embarrassed Embarrassed
I have tried my new ish Netgear but also a new Plusnet one - no difference.
The full engineer report has gone to Plusnet - hopefully they'll understand it better than I did... and their part in it. There top guys said it was Plusnet - that's 4 different Openreach techs so I'm going with that.
At least I have an answer, after all these years, if I want what I paid for then I'll have to go to BT and PlusNet can replace me with free for a year newbies and watch the churn rate mount.
I think I've been more than patient and they have now used up my years of goodwill - I certainly couldn't recommend them any more.
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Grafter
Posts: 449
Registered: ‎01-08-2007

Re: How low can PlusNet go?

Is somebody having a laugh down there?Huh
Is there somebody who can read the ticket before they write back [Censored]?Huh
After 3 bt engineer visits, and a final acceptance that something was wrong with plusnet's set-up i wait, and wait and wait while they investigate, and i get this -
Thank you for your patience.
We have reviewed the issue and can see that the line will not perform above 40Mb due to the type of package you are on. The unlimited Fibre package allows up to 40Mb speeds. In order to get speeds of above 40Mb you would need to upgrade to our Fibre extra package.
You can make this change here - https://portal.plus.net/upgrade_process.html?memberheader=upgrade
Apologies for the inconvenience.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 if we can be of further assistance.
How is this level of incompetance possible - why has this not been passed to a levelk two or three support by now - June for Christ's sake!!!!!!!!!!!!!!
[Moderator's note by Dick(Strat) All caps text edited as per forum rule.
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Aspiring Pro
Posts: 505
Thanks: 72
Registered: ‎03-08-2012

Re: How low can PlusNet go?

Be careful what you post Stewart. You are in danger of being accused of jumping on the have a dig at Plusnet bandwagon by their fan club members! Roll_eyes
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Aspiring Pro
Posts: 856
Thanks: 54
Registered: ‎13-10-2012

Re: How low can PlusNet go?

Post away Stewart. I think you'll find that the Plusnet fanclub members are few and far between these days.
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Community Veteran
Posts: 19,107
Thanks: 450
Fixes: 21
Registered: ‎31-08-2007

Re: How low can PlusNet go?

I really don't know what newagetraveller is on about. There are plenty of us that will criticise Plusnet when it is in the wrong, and equally if a user has misunderstood who is to blame for a problem, then some of us will try and explain.
Plusnet have got it wrong on a number of occasions of late, but then, they haven't been the only ones.
What's the latest Stewart?
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Grafter
Posts: 449
Registered: ‎01-08-2007

Re: How low can PlusNet go?

There is no latest really. Nothing has changed. They were going to set up a new profile within 24-72 hours but nothing happened. They said when I phoned to chase that they'd let me know when it's been done but I haven't heard anything and the ticket with the history from June has disappeared.
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Community Veteran
Posts: 19,107
Thanks: 450
Fixes: 21
Registered: ‎31-08-2007

Re: How low can PlusNet go?

Use the Open&Closed Tickets link in my sig and select a date range to include when the ticket was first opened. If it's been closed off by Plusnet, you can start another and refer to the question/ticket ID in the new one. Post that old ticket ID number here in the thread (and any new one) and hopefully one of the PLusnet CRT members will pick it up and see what the blazes they've been upto.
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Grafter
Posts: 449
Registered: ‎01-08-2007

Re: How low can PlusNet go?

Guess what popped up today!
  Hello Stewart,
Account username: stewarta13wsb
Our Support Team have updated Question 106455307 with the comment shown below.
 
 
  Dear Mr Borland,
Thanks for your patience while we continue to work on a resolution to your reported slow speed fault.
Our network are still working on amending the profile, although the completion date for this work, is not known at the moment.
We apologise for any inconvenience that has been experienced while this fault has been ongoing, and we will continue to check for updates and update you as soon as we have further information on the work required to resolve your fault. This should be within the following 24 to 48 hours.
Kind regards,

I have no idea how long it should take to set up a new profile? But this is now days over the original estimate of up to 72 hours. I still can't find that ticket though?