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They are now bad bad bad

Exmoor
Newbie
Posts: 3
Thanks: 1
Registered: 15-12-2016

They are now bad bad bad

We all know plusnet is bt by another name but originally they did offer good service but in the last twelve months they have really shut the service down . The call centre staff will do anything to fob you off untill in the end you just give up trying . I have tried on 3 seperate occasions to get my broadband speed up to the original heights but gave up through exhaustion . Anyone know of a good broadband provider i am sick of bad service

7 REPLIES
Community Veteran
Posts: 26,699
Thanks: 919
Fixes: 10
Registered: 10-04-2007

Re: They are now bad bad bad

If your usage isn't high AAISP service is pricey but excellent.

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: They are now bad bad bad

Hello @Exmoor

 

Sorry to hear you're experiencing speed problems. I'm testing your broadband:

 

Downstream Link Info

Loop Loss Loop Loss Add Text SNR Margin Errored Seconds HecErrors Cell Count Speed
44   11 0 0 37444801 2688

 

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

     

Left in Jumper

ADSL Max Up to 2.5 -- 1.5 to 5 Available -- -- -- --

 

 

As your speed is within estimates, we wouldn't be able to raise a fault to our suppliers I'm afraid. Having said this, I can see the service is banded at 2000 kbps.

 

I've reset your line now to try to squeeze a bit more speed out of your connection.

 

Apologies for the inconvenience caused.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
william_ward
Newbie
Posts: 2
Thanks: 1
Registered: 18-01-2012

Re: They are now bad bad bad

really sorry to hear about this experience, however, that is not borne out by my experience - reported a fault on Friday - no phone and variable/on/off internet - but fully sorted on Monday morning - excellent servce once again from PN

Yes, you can be on the phone a long time, however, the 'chat' experience is outstanding - (I know as I obviously couldn't ring!!) and they do sort things quickly (at least that's what I've found)

Community Gaffer
Community Gaffer
Posts: 17,664
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: They are now bad bad bad

Thanks for the post! Good to hear that your issue was sorted quickly.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 12,263
Thanks: 3,553
Fixes: 22
Registered: 22-08-2007

Re: They are now bad bad bad

@Anoush,

The key questions to be explored here are why is the service banded and the SNRM is 11?

As ever with such issues, there is equal chances that the problem is due to the home environment or the phone line.  Following the advice in the speed issues thread below might be helpful.

Also @Exmoor

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.

Community Veteran
Posts: 5,156
Thanks: 474
Fixes: 19
Registered: 10-06-2010

Re: They are now bad bad bad

Considering it was ADSL Max, it probably wasn't banded, 2000 was probably simply the IP Profile, rounded down as they are on ADSL Max.

Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: They are now bad bad bad

Yeah, it was the BRAS profile.

 

It could've been anything that triggered the DLM. I tested the line which came back clear.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff