Plusnet communication and service

[#1]

Dear Plusnet team, 

it is very difficult to contact you. The chat never works, and wait times on the phone exceeds 30 min. 

Earlier this year, I was without internet for over 3 months (from March onwards) as you messed up my switch-over to Fibre broadband. After a painful customer service experience it was solved, but i never received the compensation I was promised. Also, I can't say that the internet is any faster than before. Please advise if you are willing to rectify this, or if you would rather see a customer leave you.

Many thanks,

Christina

[#2]

Hi @croseler

Sorry that you've had a poor experience. I've ran some checks on your line for you today, and I'm not seeing any issues on there with regards to speed. We are seeing a constant 40Mbps, and I have attached the full report below. Are you experiencing slow speeds with just wireless devices or wired devices as well?

With regards to your refund, I will raise a ticket on your account for you.

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	40.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	281.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2018-11-12T18:00:00

[#3]

Thank you for your response!

I notice the internet being slow when I watch TV (i use BBC iPlayer), with the image and sound quite often being out of sync. It's not the end of the world as the sound catches up when i pause on occasion.

Thank you for raising the ticket regarding the refund. I imagine the full service history will be visible on my account.

Kind regards,

Christina

[#4]

Hi @croseler,

Regarding the sound issue that you're experiencing, does this happen across multiple devices or just one?

[#5]

Hi Alex, it only happens on my TV. But then this is also the only device i use to watch TV. ..

[#6]

Hi @croseler, thanks for the update.

Just to clarify (as I can't see that it's been broached yet) - Are you using a YouView box or are we talking about Apps directly installed on your Smart TV?

[#7]

Hi Oskar, I am using the BBC iPlayer app installed on my Smart TV. I tried to watch it last night but it kept cutting out when I was using WiFi, so i resorted to switching off WiFi to tether via my phone data which worked perfectly fine...

[#8]

Hi there, from reading into this it sounds like a bit of WiFi troubleshooting might help. Please take a look at the tips here: https://goo.gl/BBd2Tu in particular I would try changing the channel the router is broadcasting on as interference might be causing an issue. 

Adam

[#9]

Ok, I will see if I can try that at the weekend.

[#10]

Deank, could you let me know if the refund request ticket has been raised, and when I can expect to hear back?

Many thanks,

Christina

[#11]

Hi @croseler,

I'm sorry to hear that you haven't heard back in regards to this refund as of yet. I'll follow this up with our Billing Team when they are back in the office tomorrow to ensure this is actioned as soon as possible.

[#12]

Hi @croseler,

Thank you for your patience whilst we have investigated this issue. I have taken a further look into this today and raised a ticket regarding the refund, which can be viewed here.