shocked at the level of poor service i am receiving (phone and broadband)

[#1]

Can I have out MAC code please ?
Thank you

[#2]

Unfortunately not via the forum.

Quote

Call our Customer Options Team on: 0800 432 0200 or 0345 140 0200. Lines are open between 9.00am-5.30pm on weekdays (except Bank Holidays).

[#3]

Also if you are going to move to VDSL2 there isn't an established migration route so you don't need a MAC

[#4]

5 days for mac number is a bit of a joke

[#5]

Quote from: RyanGould

5 days for mac number is a bit of a joke

If time is the most important factor here (with your wife's employer), then you might get the fastest result by getting FTTC ordered through Plusnet anyway.
Certainly the bulk of your problems seem to have stemmed from BT's line and/or equipment, and not from any of Plusnet's equipment. Swapping ISP alone would have kept most of the BT equipment in place - so would (probably) not have removed your problem. Swapping from the old technology to FTTC will cut out most of the existing hardware, and leave you connected through new equipment... and that will (again, probably) fix any problem you have, as well as drop you onto a better speed. But that fix will come irrespective of which ISP you choose.
So, while i can certainly understand why you (or more likely, your wife) don't want to keep service going with Plusnet, it might be quicker.
On the other hand, getting the MAC may turn out to be quick... and waiting for Openreach to come and install FTTC (whichever ISP it is ordered through) is likely to be the slower part.

[#6]

we cant wait, we need the new connection setting up ASAP due to work commitments. thats why i need the MAC quick time

[#7]

Hi Ryan,
I've just updated your ticket, hope that helps.

[#8]

Thanks Matt
is that why i have received an email informing me that a raised ticket has now become an investigation?

[#9]

That sounds like the stock email that's sent out when a ticket is replied to, it's nothing to worry about.

[#10]

To add insult to injury we were sent this in an email from plusnet today;
"When you signed up for your broadband account, we performed a check on your telephone line to give you an estimated speed your line might achieve.
Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.
Estimated line speed: 1Mbps
Current line speed: 21Mbps"
Our estimated line speed was no where near that low to begin with anyway. Plusnet thought t was amusing to send this message when we never got above 5 Mbs download. 😕

[#11]

Hi Ryan,
It's an automated email that's sent out a week or so after a service activates (part of the ofcom guidelines regarding speed estimates). I'm sorry it looks so bad and I can see how it adds insult to injury but it's certainly not been sent deliberately - as I said, every customer receives one.
Sorry about that.

[#12]

I think we have been cut off from pN broadband, can someone confirm whether this has happened or not?
Thank you

[#13]

You look connected from this end!
We had some maintenance last night which over ran a bit. Could have caused you to look like you couldn't connect.

[#14]

It's working again now so it's all good.
Our new ISP is taking the mick swapping us over. Of they don't do it soon then we might aswell stay with plusnet.

[#15]

it would seem our new ISP are not even bothered about connecting us, we are being messed about it would seem.
is there anyway (if i dont get billed from the new isp) that we can stay with PN and put an order in for fibre?