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New Customer having an awful experience

benharness
Newbie
Posts: 3
Registered: 22-11-2009

New Customer having an awful experience

Have had the absolute displeasure of being a Plusnet customer for about 5 weeks. The wireless has always been intermittent, the broadband unreliable. And both are getting worse and worse. But now the support team appear to have gone awol - have heard nothing for 4 days despite 5 messages from myself since Wednesday. Going to be a god old fashioned phone call in the morning. And I leave this lot if I need to - and there is no way i will be paying for the next 12 months - this is not a cobntract that is so far being honoured by Plusnet.
Hugely disappointed and frustrated. If any new customers are looking...it may be cheap, but don't do it...
10 REPLIES
mjtuohy
Grafter
Posts: 136
Registered: 16-06-2007

Re: New Customer having an awful experience

Your contract is only 10 days now. It's only if you have defered charges .( They take a year to vanish. ) That you may owe more.
          Martin
Moderator
Moderator
Posts: 18,697
Thanks: 1,951
Fixes: 247
Registered: 11-01-2008

Re: New Customer having an awful experience

Welcome to the forums Smiley
Sounds like you could have 2 separate  issues.
1) Wireless, when you say it's unreliable what do you mean? Have you tried changing channels to see if that improves things?
2) Broadband connection, does it keep dropping the connection or something else. It might help if you post your router stats.
Both of these could be down to a faulty router, do you have a spare one to try or could you borrow one?

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: New Customer having an awful experience

Hi Ben,
Sorry to hear of the problems you've had so far. I've just taken a look over your account and can see that you've spoken to one of our faults agents who is sending a new router out to you. Hopefully this will get to the bottom of your issues and we'll be able to show you the ISP we really are going forwards.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
benharness
Newbie
Posts: 3
Registered: 22-11-2009

Re: New Customer having an awful experience

Chris, thanks, got the new router today. Same model, same issues with wireless unfortunately. From working quite well when I first got it it now does not connect on my laptop at all. Even when I'm sat next to the router.
Adiewoo - thanks for yours. The broadband connection keeps dropping out completely, which obviously drives you nuts. It also struggles to open any file more over 500kb.
In terms of the wireless, have had a new router from Plusnet today, but early tests are same issue. And my laptop works fine  at two other locations with wireless. It now just does not connect at all - it cannot find the network?Huh
Not sure how do get router stats?
cheers
Highlighted
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: New Customer having an awful experience

the stats are here http://192.168.1.254  then Home > Home Network > Interfaces >WLAN: Thomson  and click details at the top right
benharness
Newbie
Posts: 3
Registered: 22-11-2009

Re: New Customer having an awful experience

Adiewoo
my router stats are below. Am at a loss as to what i can do to!
Wireless Access Point - PlusnetWireless  
Configuration
   
 
Interface Enabled: Yes

Physical Address: 00:24:17:7B:85:C9

Network Name (SSID): PlusnetWireless

Interface Type: 802.11b/g

Actual Speed: 54 Mbps

Band: 2.4G Hz

Channel Selection: Auto

Region: Europe

Channel: 1

Allow multicast from Broadband Network: Yes

Security
   
 
Broadcast Network Name: Yes

Allow New Devices: New stations are allowed (automatically)

Security Mode: WPA-PSK

WPA-PSK Preshared Key: **********

WPA-PSK Encryption: TKIP+AES
 
WPA-PSK Version: WPA+WPA2
[Moderator's note by Dick (Strat) WPA Key removed for security reasons.

pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: New Customer having an awful experience

remove your wpa keys as quick as you can
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: New Customer having an awful experience

To get the information we need go to here http://192.168.1.254/cgi/b/dsl/dt/?ce=1&be=0&l0=1&l1=0
Jenkers
Newbie
Posts: 4
Registered: 27-11-2009

Re: New Customer having an awful experience

Have had similar problems in the past myself (not with Plusnet I may add) looking at your stats I would suggest changing your channel between 6-10, for some strange reason beginning and end of the range seem to present wireless drop, have also found that WPA security appears to be more compatible with all my systems than the later WPA-2
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: New Customer having an awful experience

Just another possibility that may help with the wireless issue:
I have a Belkin Router that had similar issues with one particular PC (wireless was just not relaible), I found some advice (sorry I can't remember where) that said the 'Auto' channel setting on my model could cause problems when it changed channel so I set it to a fixed channel and the problem disappeared.
Might be worth a shot.
Call me 'w23'
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