correcting a problem is good customer service - very poor in this case

[#1]

So, I have been with Plusnet since Feb 2013 - first impressions good - a small hiccup to activate but corrected efficiently by a short phone call. Speed much better than previous provider.......However....... speed has dropped on three occasions since - and customer service are not prepared to even listen to the problem, let alone correct it -  has been total rubbish. They just recite the same old script......wait for it to correct itself....check the filter.....we can send somebody out but will cost £60 if no fault found on the line....this is just blackmail! Plusnet is not interested in customer service or support.
Add to that the time you have to wait to speak to somebody - 30 mins last night - appalling!!! I was lucky tonight - only 12 mins!
Do not use Plusnet

[#2]

.........and now just read in other posts that Plusnet can manually reset  your profile on the line - why not for me instead of having to wait?

[#3]

Have you completed the fault report at http://faults.plus.net

[#4]

I am supposed to get 80 download speed but it always fluctuates between 13 and 40, generally about 30. plus net  customer service says this is reasonable speed. Crap service. Never again.

[#5]

Are you on unlimited or essentials?

[#6]

Hi daveandbev,
Sorry to hear that you've not had your speed issue resolved, I've taken a look over your connection and have noticed that the the SNR margin was quite high. I've placed a SNR reset to rectify this which has now taken effect and your sync speed has increased to 3.2Mb/s.
Your line is now in a 10 day training period so it's advisable to leave your connection on and stable during this period.
Apologies for the wait on the phone too, we don't aim to leave anybody waiting on the phones and will always answer asap, our call wait times can be viewed here.
Let me know if that helps and how you get on.

[#7]

@asim107
I've taken a look over your account and can see you've had an ongoing fault, have you tried a speed test on more than one computer?

[#8]

Hi Chris,
Thanks for the reply and SNR reset. line has bee stable since and good (for my line) 2.9m speed consistently,  which is what I normally achieve (has been >3m). So thanks for that, fingers crossed it stays that way.
What I can't understand is;
1.  why you took the action but the person I spoke to on the phone was not prepared to take any action, just recited the standard script?
2. what caused the problem in the first place
3. why the person i spoke to was not interested in finding out the problem.
In response to Oldjim - no fault report completed as I reported by phone
A frustrated dave and bev

[#9]

Hi there,
Really sorry about that. I'll make sure it's fed back to the agent concerned, though can't really advise why he didn't do his job as he should - rest assured though that this will be the main theme of the feedback
As for what caused the problem, usually a drop in sync speed is caused by interference on the line leading to dropped connections - it does seem like your connection isn't as stable as it could be from looking at the graph here:
<img src="http://community.plus.net/visualradius/generated/image13795820605028.png"/>

Hopefully the reset will let the line retrain to its best possible speed, if it doesn't then we'd need to get a fault raised to investigate the drops in connection. Once those are sorted things should get back to normal

[#10]

Hi Matt,
All looked promising then......... speed is now dropping, looks like like router has dropped out 4 or 5 times over last few days - same problem as you described? Perhaps time to investigate the line?
Cheers

[#11]

Hi there,
We're still seeing drop outs and also long periods where the router is disconnected, are you disconnecting or powering off the equipment yourself for any reason? No problem in doing that occasionally by the way but multiple disconnections will cause the downstream speed to drop:
<img src="http://community.plus.net/visualradius/generated/image13801852479212.png"/>
Either way I'd get a fault raised straight away there's a link for that in Oldjim's reply to this thread.
Adam

[#12]

Thanks Adam,
not quite sure I can interpret the graph,
however your interpretation is agreeing with what I am seeing on the router stats. No I am not disconnecting or powering off - it is actually on a UPS so shouldn't be any interference/drop outs due to mains electricity.
Not sure why, when you can see there is a problem, I have to raise a fault - when you could easily do this and probably obtain a faster response that me?
Best
Daveandbev

[#13]

That's because some tests need to be done from your premises to make sure it's not being caused by either the router or your internal wiring, and the wizard at http://faults.plus.net will take you through doing those. If they're not done you might end up being charged £60 if an engineer attends and finds that one of those things is causing the fault.

[#14]

Ok - one of the questions/tests relates to trying a different router; you supplied the router, what am i suppose to do, go out and buy one?
If the router is faulty - given that you supplied it and it is ~ 7 months old, do I still get charged £60?
Can't you tell from your end if there is a problem with the router?
Thanks

[#15]

If you don't have a spare router to try answer that question as 'no' and press on - for now ignore the messages about being charged.
When you get to the last question there is a box to provide additional information: enter into that something along the lines that "you haven't tried a different router because you don't have a spare to try. Would it be possible to borrow on?". Then submit the fault report.
This will enable the faults team to start line tests. If these show the router could be faulty they'll be in touch before an engineer is called.