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Poor service

regulator
Newbie
Posts: 1
Registered: 22-02-2010

Poor service

I have had a speed issue raised with PlusNet since the 2nd of Nov 2009 and i have nearly run out of patience. It is getting on for 4 months and i am still getting very poor download speeds, roughly 1mb which very often drops to around 300 - 400kbps. I am on the Pro Package (£19.99 a month) which is supposed to give me prioritised traffic to avoid slow downs at peak times and i was told it was ideal for gaming!!!
But seeing as my speed often drops to the low speeds i have mentioned at peak times the proritised traffic is non existant and as for gaming i often cannot even connect to games and when i do i suffer with terrible lag!!!
So it seems to me that i am paying extra for a service i am not getting, surely this is not right. Is there actually any difference between the pro package and the normal one's apart from the costHuh
Since i raised the fault in november i have gone through all the standard tests several times and been plugged into the master socket, changed filters, router etc. Plusnet arranged for a BT engineer to call and he said that everything seemed fine and as far as he could see i should be getting speeds of at least 4mb.!!  As far as he was concerned the issue was with my proviber (plusnet).
After the engineer visit the numerous people i spoke to at plusnet all said that my issue had been resolved but it had not. Then i checked on my fault ticket i was shocked to find it had been closed even though i had said the issue remained!!! After making numerous calls to the fault line for many hours (mainly on hold) i was told that my fault had been going on too long and needed to be handled by someone experienced. I was passed over to someone called Riyaz who seemed to be very clued up and helpfull.
Riyaz did some more investigating into my issue and found that it could be the line card i was on, so he arranged for bt to change this.
Riyaz posted on my ticket to tell me that bt was going to change my line card on 11/02/2010 which i undersand can be done at the exchange and doesnt require an engineer to call at the house. So i was surprised when i got home from work on the 11th and found a note to say an engineer had been?
I rang customer support to ask why an engineer had called but was told they had no idea?? I also asked had the line card been changed but again they had no idea. They said that they would get back to me but did not. I posted a note on my ticked to Riyaz explaining but he just replied saying he didnt know either. I rang again last monday to see what was going on and find out if the line card had been changed but again the person i spoke to couldnt tell me and again Riyaz was not available. Yet again i was told someone would call me back in the next few hours to let me know what was going on but im still waiting and that was a week ago!!!!!!
Sorry to go on i have just realized how long this rant is but it is not nearly as long as my issue with plusnet, over the nearly 4 month period i have spent hours calling customer support to always be fobbed off with no real solution. I dont know what is going on with my issue if anything but i am sick of constanly chasing plusnet to do something.
My contract runs out next month and i feel i am being left with no choice but to change provider!!! It is such an annoying feeling paying for something but not getting what you pay for month after month, normally this would be illegal but not with the crazy laws around internet service. It rubs salt into the wound when the people you are paying all this money to cannot even be bothered to even try to fix it!!!
3 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Poor service

Hi regulator,
I'm just looking at this for you now, I can see one of our faults agents has a personal ticket on this issue and that it has already been escalated to the complex faults team. I'll post back shortly with an update on where we are with this, sorry for the delay.
DocHardrive
Newbie
Posts: 2
Registered: 11-01-2010

Re: Poor service

Same problems as me, my service was amazing until after November 2009. I first experienced massive Lag which meant my priority gaming connection was unusable. Now I have a problem where the lag is bearable and I can play CoD5 just about, but now I can't stream anything. Watching youtube videos is almost impossible and streaming Sky on my xbox is also not possible anymore.
My fix to this is to change to a different provider, I requested my MAC code today as I don't think Plus.net have been proactive enough in solving my problem.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Poor service

@DocHardrive
I'll have a look at your account shortly, I'm sorry to hear it's gone that far.
@regulator
Your fault ticket has now been updated and we're due an update tomorrow morning at around 10am so there should be another update then. Please post back if you need any more information.