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Poor service, and no help.. was originally great

Posts: 7
Thanks: 2
Registered: ‎23-07-2020

Poor service, and no help.. was originally great

Several years we’ve been with Plusnet support had always been great our move from BT to Plusnet was seamless. The line wasn’t great so when it was available upgraded to FTTC.. Until the last year we keep on getting speed drops.. unstable line.. unreliable service. This issue has been going on for months on end.. two engineers came out nothing wrong the Openreach side apparently with all their tests.. blamed Plusnet’s Router 2nd engineer advised on the report to replace the router.

From a lot of research and digging on forums seems like the Homehub 5/the Plusnet One Hub (a variant of the HH5) seems to have these exact lines drops and issues and a lot of people have issues with this hardware..

Some feedback would give consumers better hardware as a router.. the issue with us having a just a master socket port and the router doing the VDSL connection is there isn’t a wide option of VDSL/All in one routers..

Customer service and lack of blame or admitting any issues is ridiculous and I’d go with hardly no customer service or technical support have been any help with getting down to the root issue.. a complete change to how good the support used to be years ago..

Because no one Openreach or Plusnet could admit to any fault or help their customer we have moved back to BT as they will provide an FTTP line to the house..

My opinion avoid Plusnet until they build in Ofcom’s Broadband Speed code for automatic detection of speed drops/faults. Provide better hardware to the end user and to get technical support who can do more than just do a line test..

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Posts: 22,370
Thanks: 9,238
Fixes: 148
Registered: ‎22-08-2007

Re: Poor service, and no help.. was originally great

Hi Joe,

Looking back over your posts on the forum, you started off believing that your issue was WiFi related and the number of devices connected.  Support raised a ticket for that ... after which there was no follow-up from you as to how that concluded.  One might presume that advice was to try different WIFI channels - sometimes automatic dynamic channel switching can give the appearance of the link having been dropped whilst the client seeks to find the new channel.

The NAS performance profiling looked grim ... but did not indicate if it was connected over WiFi or Ethernet, so added nothing to your problem analysis.

There is no indication here if this is a VDSL link performance issue (BTOR space) or you are simply trying to push too much concurrent traffic over WiFi as you postulated in your first post.  The guaranteed speed relates to line sync rate, not sustained data throughput.

As for alternative integrated VDSL modem / routers ... there are hundreds of them out there ... did you do a google search?

You appear to be amongst a very lucky few who have the choice of either FTTC or FTTP Broadband options.  FTTP totally eliminates the copper circuits wherein faults can often remain undetectable.  Remember, when a BT engineer says there is no fault, what they really mean is when they looked, they did not find one ... which is not the same as there are none to be found under the right conditions.

We have seen enough cases around here to know that fault location is not always a black and white art as some users believe it should be.  We’ve seen cases where it has taken 3 or 4 differently skilled engineers to finally locate faults which only occur (can be detected) under specific conditions ... the engineers who failed to locate the fault having blamed the router or PlusNET on their way out of the door, rather than trying harder.

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.