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

[#1]

Wait for a rep to pick it up or raise a ticket - I suggest waiting

[#2]

for how long?

[#3]

Quote from: Matt

Hi Ryan, Thanks for your time on the phone, hope this morning's engineer sorts things out for you - I'll keep an eye on the phone and give you a ring round lunchtime to see how things have gone.

Please do, thank you.

[#4]

Hi Ryan, thanks for that and sorry I was a bit late getting in touch. I've reset the line and will call again before close of play to make sure it's speeded up for you (it should pick up within 15 minutes or so) and if it has then we'll get an order placed to move you on to 21CN and get you a faster speed.

[#5]

its been a while since you retrained the line but unfortunately our download speed is still only 110Kbs / 120 Kbs.
what else could be causing this slow speed?

[#6]

How about the Plusnet Current Line Speed - worth a check

[#7]

It's definitely the line profile, for some reason the last SNR reset didn't actually change that. I've just sent another one but think it would be better if I contacted you tomorrow morning (if that's alright) rather than later today in order to make sure it's worked.
If it hasn't then I'll get onto our suppliers then and make sure it's reset properly, if it has I'll place the order to 21CN as we discussed previously.
Please let me know if that's acceptable, thanks, and really sorry it's still ongoing.
@oldjim - I set the line speed on our side to 5000 to match the current sync rate, unfortunately it's the exchange profile that's still set to 135 that's causing the slowdowns.

[#8]

just checked again;
Phone exchange:
CUDWORTH
Estimated line speed:
1.0Mb (Accurate to within +/- 1Mbit) - Checked on 2011-11-24 17:28:28
Current line speed:
5 Mb
so something is still not right

[#9]

thanks for the reply matt.
im out all day for the rest of the week so can you ring tea time / evening time?
i appreciate you are doing all you can to resolve the matter, however you must be able to see why we are annoyed with the current situation and what has gone on?
i am hoping that it will all be sorted and we will get the speeds we require ASAP

[#10]

Sure, shouldn't be a problem - is 5pm alright?
Completely understand regarding the frustration and the slow speeds, and I'll continue to do all I can until it's sorted.

[#11]

thats fine, thank you for your help Matt

[#12]

Morning Ryan,
I've checked the line this morning following the second SNR reset last night, and while it's showing as having taken effect this time it hasn't improved the speed any. As a result I've raised a broadband fault so that I can contact the relevant team in BT directly, which I'll be doing shortly. That should get the profile reset from their side, which should sort things out.
I'll be in touch around 5 as discussed, hopefully with good news regarding the problem (and therefore the upgrade to 21CN as well, which will follow the improvement in speed )

[#13]

Right, finished the echat and had it confirmed that the profile has been changed to 5000. Really hope that takes effect, if it has by the time I talk to you at 5 then I'll get the order to move you to 21CN placed

[#14]

hello,
the broadband speeds have vastly improved today, less ping, 4.5Mbs down and 0.36ish upload..
i had a text message today from plusnet informing me the BT engineer who was sent out yesterday found no faults on our line. this is interesting because the engineer told me that there the was a fault on our line 400m away where the cable was faulty. the engineer also then did a noise test with the phone to prove to me that it was now fixed.
why would plusnet text me saying there was fault when there clearly was?

[#15]

much better;