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Really poor service - Fibre running at 2mb, no show engineers

alphabeta77
Newbie
Posts: 2
Registered: 16-05-2018

Really poor service - Fibre running at 2mb, no show engineers

My fibre broadband has been getting slower and slower to the point it's hitting 2mb/s.

  • Called Plusnet (chat seems useless and is never available - just get 'all our advisors are currently busy' at every hour of the day).
  • Waited 15 mins for someone to answer, eventually got through - line test done and fault in line.
  • Engineer arranged to arrive 8:00-13:00 today - no one's turned up.
  • No messaging etc
  • Tried to call Plus net - 30 minute wait times, gave up after 35 mins....

Can someone please tell me what's going on and arrange an engineer who will actually turn up? I've been paying for a 56k service at fibre prices for weeks now...

5 REPLIES
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Plusnet Help Team
Plusnet Help Team
Posts: 5,623
Thanks: 533
Fixes: 205
Registered: 01-01-2012

Re: Really poor service - Fibre running at 2mb, no show engineers

Sorry to hear about this.

Unfortunately it looks like the appointment failed due to a issue on our suppliers systems.

If you can respond to the latest update we've sent we can get this progressed for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
alphabeta77
Newbie
Posts: 2
Registered: 16-05-2018

Re: Really poor service - Fibre running at 2mb, no show engineers

Have responded with the three dates requested, but it's now four days later and still no response/confirmation from plusnet.

Is this the normal service standard to expect? 

jab1
Aspiring Champion
Posts: 1,969
Thanks: 463
Fixes: 6
Registered: 24-02-2012

Re: Really poor service - Fibre running at 2mb, no show engineers

When did you respond with your available dates? If it was late Friday, BT tend to close down early, so PlusNet won't get a response until Monday.

John
Community Veteran
Posts: 1,553
Thanks: 260
Fixes: 33
Registered: 13-08-2015

Re: Really poor service - Fibre running at 2mb, no show engineers

As already said, weekends are not working days, so its not 4 days - at most two, but probably only one!

Plusnet Help Team
Plusnet Help Team
Posts: 423
Thanks: 108
Fixes: 23
Registered: 26-03-2018

Re: Really poor service - Fibre running at 2mb, no show engineers

hi @alphabeta77

 

I can see that this ticket was updated on Sunday with your Engineer information.

 

Sorry for the delay in replying to this feedback post.

 

I hope this information is helpful.

 

Kind Regards,

 

Alisdair

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team