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Re: Really let down!!! Good reason to be very disappointed!!!

unhappydave
Newbie
Posts: 1
Registered: 10-06-2014

Re: Really let down!!! Good reason to be very disappointed!!!

Bad service seems to be a plusnet speciality.
So where did Plusnet get all their awards from?Huh
Our Service has degenerated into a farce.
Fibre to cabinet connected beginning of April, approximate speed to be 14 mbs.
Best achieved 6mbs, common speeds 3mbs.
Openreach broadband engineer tests line at 13mbs on his test set but achievable still between 3&6mbs.
Last visit by PHONE ENGINEER from openreach last Tuesday, no fault on phone line but unable to test for data.
Plusnet condescend to follow up today a week later pushing the fault back to openreach and expecting reply in up to 3 days.
Looking at comments on the forum if it works, all seems to be OK, Angry but any problem and the BT company communications between plusnet and openreach soon break down.

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2 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Really let down!!! Good reason to be very disappointed!!!

split off to its own thread
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Really let down!!! Good reason to be very disappointed!!!

Hi David,
We're sorry that the issue with slow speeds have continued to manifest and rest assured we are working to get this resolved as soon as we can.
I've just had a quick check through your account and can see that we had results back from the latest tests that would indicate a possible cause to the fault. From here it looks like this has now been pointed out to the wholesaler and they are in the process of investigating. This means they should get back to us with a planned fix within the next 24 to 72 hours and will hopefully be able to resolve the issue.
With regards to the estimated speed, we should be able to get the problems fixed and deliver on this estimate however in some instances the fault can be complex and fixing it may not be as easy as it seems. We will always attempt to resolve these matters as soon as possible however it looks as though the outcome of faults testing have changed over the course of the problem. It seems the latest tests have shown a resolution in the phone line fault but as the problem is still ongoing, we now need to look at the broadband side of the service.
Moving forward it would be best to keep an eye on the faults ticket and update the agents as soon as we have some information back from the investigations so you can let them know if there's been any change in the speed of the service.
Apologies we couldn't offer more help on this one but rest assured, the fault is raised and in the right place.

Thanks,
Adam C