Sounds like hell Keith - I suppose at this stage you are so far gone that you just need to keep punching until you actually get it sorted. I know how frustrating it was to *F* about for 9 months, I can't imagine it being more than 2 years. I hope that it gets sorted ASAP – please keep us informed on here as im sure that everyone reading this would like to know what’s going on for you and how things pan out. ... View more

Cheers Keith Yes, it was the router all of this time. There is nothing worse than to be told over and over again that everything is fine when it isn't. I wonder how many other customers are having the same problem right now. The basic router is just not up to the job and in fact three different members of the tech staff basically said that to me. One of the guys was quite explicit about how poor the router was. Now I have a good router my broadband is fantastic and I am very happy to pay the money. Did you manage to get your problem sorted Keith? ... View more

Thanks for the help Matt. ... View more

Hi Matt Yes the BT Home Hub 4 router that you sent to me has made all of the difference. After 9 months my broadband finally works!!!!! I have been hammering the P2P, and watching videos without any problem so far at all. I think PlusNet should stop issuing the current standard router ASAP because it doesn't seem as if it is up to the job. Many thanks for the help. I will let you know how things progress over the course of the next month. ... View more

Thanks Matt. I look forward to getting hold of it. I will let you know how I get on. ... View more

Quote from: keith4x4 It took me over 2 years That is an absolute shocker Keith. Reading around the forums regarding plusnet it does seem as if there are a good many people who are having or have had major issues and then left and found another ISP. I must say that Matt, who I talked with earlier today seems a genuine guy and says he is now with me for the duration. I do hope so. As I said to him, I am a very calm and reasonable person in the main, but the customer service up until now has been absolutely appalling. It is just a shame that it takes ranting and raving on a forum like this for anyone to actually sit up and take notice from the company. Quote Intriguing! I'd like to know what it was. They are going to send me a different more up-rated router as they think that at times when I have quite a lot of activity happening at my end, it may be that the wifi streaming is not as good as it could be and also the router may just be getting a bit choked up. The new router should put that one to bed straight away as it will be a better model. Hopefully that will be me sorted and if not we can go from there. What Keith said about Stale sessions that give the effect of being disconnected but that look to Plusnet as being just fine, could be another thing to look at as that also sounds just like my issue. Anyway hopefully things start moving now. I will let you know. ... View more

I am free now Matt until the end of the day. ... View more

Quote from: Matt Hi MPR, I am sorry that our faults team haven't looked into this as they should have, which is what we're offering to do here. As I said already I can't arrange for a complaints manager to call you, you'd need to follow the process for that which it looks like you are now doing? I would however like to give you a call to discuss this if that's alright with yourself? If you let me know when is a good time I'll do so. You can call me anytime today Matt. ... View more

Quote from: jelv You are syncing at 8128 with a 7150 profile which makes me think you must be on a 20CN only exchange (same as me). The best speed you can hope for when you take in to account all the overheads etc is around 6.9 - I typically get around 6.6 - 6.7 on speed tests from my 8128 sync. Cheers Jelv , So at those speeds, would you expect, all other things being equal, that everything would be fine? ... View more

Cheers Jelv No I have not been able to determine anything conclusively along the lines of time really although its tricky because I do seem to have two issues which are possibly acting together or possibly not. But also it does seem to have no pattern at all. I can have a problem in the middle of the day or at night. It doesn't seem to matter really. When you first posted that speed test link I got a download speed of about 5400 kbps but just now I get 6742 kbps. In both cases it is lower than advertised (I am supposed to be getting about 8.0) but I understand anywhere around 5 should be more than enough to watch iplayer or You Tube without loads of buffering etc. In previous cases I have recorded as low as 3.5 on the BT wholesale speed tester. I am watching You Tube just fine at the moment incidentally. The second issue is then the router which will just stop working altogether. Initially plusnet told me that this was the way the router worked and it just needed to be reset (preferably every week). I have never had to do that with any other router. In the end the first one just stopped working. I am waiting for the third router to arrive to see if that stops the problem as it is happening with the second router (although less frequently). Could the problem simply be a hardware issue? ... View more

Quote from: spraxyt Since you seem to want to raise a complaint you could take a look at the Complaints Code of Practice for information. Yes cheers for the link mate, I will have to do just that I think. ... View more

No missed that completely. Please accept my apologies Jelv, I thought that you were plusnet. Bearing in mind that you are not, my responses are completely inappropriate. The whole matter is just making me so angry and plusnet are just so complacent it really is unbelievable. The reason for posting on here after all of this time is to actually get plusnet to act. After speaking to shed loads of people on the phone you just go round and round and round. Nothing actually gets solved and you are just stuck in limbo. Anyway, sorry again. ... View more

No it is you who is being rude Jelv, and on an open forum for everyone to read. This is a superb example for everyone reading this chain of the ineptitude and ignorance of the plusnet customer service team. It simply beggars belief that problem after problem is met with such an attitude. It really is an incredible display of the one very slow irritating pace which a customer faces when something goes wrong. In my case it went wrong the moment I switched to plusnet 9 months ago. Only 3 more and I can leave without penalty. Anyone reading this who is thinking about becoming a customer should think again. The company is simply not fit for purpose! If you read the notes pertaining to my case you will see that I have called Plusnet over 20 times in 9 months. I have had two faulty routers and am waiting for a third (It was supposed to be ordered on the 4th of September 2013 but the person I talked to forgot to do it) I have constantly fluctuating speed on my line and so it is clearly not a user issue is it? I have not checked the status of the exchange because I have never been asked to check the status of the exchange. You would think that this would be something which, if it were important, may have come up in one of the 20 calls which I have had to make to Plusnet since becoming a customer in January wouldn't you? So now we have that sorted and now I know which your favourite You Tube clip is, what is it exactly that Plusnet is going to do for me? Apart from condescend of course. Please get this issue into the hands of a complaints manager who can take the matter forward and resolve it. Please do not ignore this request again. ... View more

I am happy that everyone reading this chain can see the ignorance of the Plusnet team. You have just ignored everything I have said and asked of you. Well done. I am very well aware of how You Tube works thank you. Please respond to my previous message. ... View more

Matt, this is exactly what I and countless other angry customers are talking about. Your breezy message reads like I may have had a bit of a slow line for a few days or so and we will have a look at getting it fixed at some point possibly. NO – I have had this problem for 9 MONTHS! What are wireshark test results and why has no one mentioned this to me at any stage before this point? “So you guess you would go with the above and then take it on from there” absolutely laugh out loud funny. 9 months and you guess you would take it from there! Is this ringing any bells for anyone else? What you should be saying is the following ………………. We are very sorry for the inconvenience caused to you so far, we can assure you that this is not representative of the service that we aim to offer to our customers and the issue has been referred to our complaints team who will be handling the matter going forward. In this instance we will deal with this for you as it is clear that a problem which has persisted for 9 months is completely unacceptable and we understand that you have been greatly inconvenienced already. You will be called within the next 24 hours by (name of complaints manager) who will be with you for the duration of the rectification of the problem. We do hope to restore your faith in the Plusnet service. Now let’s try again – Tell me the name of the person who will be calling me in order to get to the bottom of this 9 month old problem for me. I want just one person and their direct contact details so that I am not inconvenienced any more than is necessary going forward. Many thanks. ... View more

I don't have it yet, I have been waiting since the 4th of September. If and when it does get to me and if it does not solve the problem, what is it that you are going to do to take this issue in hand? Do you have the direct contact of someone in the complaints team for example so that I will not need to phone up and go though the whole thing from scratch with someone who will refuse to put me through to a manager etc? ... View more

I don't have any idea about sync speed. In 9 months that is the first time anyone from Plusnet has said anything about it. I have been asked repeatedly to do a speed test and then nothing ever happened regarding the results. I always use an ethernet cable connecting the PC when I am speed checking. ... View more

How do you explain the constant fluctuation in speed on the line which I have been experiencing then? It has been as low as 3.5. ... View more

This is the second time that I have ordered a router and again it has not arrived. I have just called the office and have been told that I will need to wait until the 20th to see if it arrives. It says clearly on the website that the router will be with me in 2-3 working days. It was ordered on the 13th September. Here we go again! Quote from: chrispurvey Your connection seems very stable; <img src="http://community.plus.net/visualradius/generated/image13790816204322.png"/> The connection may have been stable for the last 10 day period, but I still can’t watch a full You Tube video. I have told you repeatedly about the fluctuating speed on the line which has been down as low as 3.5. I should be getting 8. When the router fails everything stops. I am then told when I call up that the router has re-set its password and needs to be set up again. I have called you with this problem around 20 times in all since January and absolutely nothing has been done to escalate things so as to actually fix this issue. Every time I am forced to take time out of my day to ring you, I have to start all over again with whoever is on the line. I am always refused a manager to speak to. I asked to talk to a manager in order to complain when I called on the 13th September, and I was refused. I was told that I would need to write in via the website. The service is appalling. Quote from: chrispurvey Hi MPR, I presume my colleague you spoke to who did not at first notice the discussion regarding the router simply missed this at first glance so apologies for that and that the router had not been dispatched. Are you losing wireless signal and then it will not reconnect? I'm happy to help you get this resolved once and for all for you . I would like that very much Chris, please outline the steps you are going to take to get this resolved once and for all. I look forward to hearing from you. ... View more