Plus.net disgrace!

Fozastuta

I'm well and truely fed up with this mob.

Call waiting times well over an hour, you raise a ticket and they come up with no real solution.

I've got speeds of 0.3mbs at the best of times. Add to that when i took up the service i choose their 60gb package yet i was given the lesser 10gb.

Oh and i have to wait till Monday to cancel at the convient times of 9-5.30 when most of us are working.

baldelectrician

Try removing all the other telecom equipment as I had a Sky box causing a fault on my line, removed it and the speed went up by 10 times

aerostar

Check your router stats, tell us what the sync speeds are up/down. Are you LLU or normal BT ?
Your synch speeds are determined at your exchange.

You do not say what measures you have taken to fault find at your end. Also are you using wireless or wired to your computer ?

Have you done tests using safemode with network (wired) ?

cajef

aerostar wrote: »

Are you LLU or normal BT ?

Plusnet do not use LLU, they did several years ago but that ceased when they became part of BT, but they do supposedly operate completely independently from BT.

Plusnet_company_representative

Hi Fozastuta,

It looks like there have been a few dropped connections over the past few days that have caused the line profile to drop. Have you noticed this happening yourself, and if so does it still happen with the router plugged into the test socket (behind the master socket front plate) with all other items removed from the line? If it still drops in that case then there's a line fault that we need to report for you, otherwise it's being caused by something in your premises - either something plugged into the phone line or possibly the wiring itself.

Hope that helps,

Matt Taylor

Fozastuta

Plus.net rep.

I have carried out what plus.net have asked from me, but not been contacted back with any update. This has been going on too long, paying for a service I can't use.

I want a diagnosis, if it's your end or mine, just update me please, it's becoming tiresome.

baldelectrician

remove all extensions and plug it into the master socket

remember if a telecom provider sends out bt openreach and it's a fault on the customers equipment openreach charge the telecom provider and they pass the cost on

if it's bt/openreach equipment they fix it for free

remove all posibilities and then take it from there

Plusnet_company_representative

Hi Fozastuta,

I've run tests for both noise on the phone line and problems with the broadband service. The phone line test came back showing no problems and the broadband test advised that a speed fault had been reported while the line was in its training period (either it's a new install or it's recently been manually reset in order to reset the line profile - I suspect the latter).

Unfortunately the results are inconclusive, and we don't have any tests to check the equipment or wiring at your premises which is why I asked the above - if you've already tested the service with just the router in the master (or test) socket then that's fine though I need to know whether the fault was still apparent (i.e. if the line was dropping connection) when you had things set up like that.

Without knowing that I'm afraid I can't tell you whether the fault is within your premises or on the line outside, though I'll be happy to escalate this for you as soon as I do.

Regards,

Matt Taylor

Plusnet_company_representative

Hi Fozastuta,

I can see you've got a thread going on our community forums and it looks like things are getting better, please let us know if that's not the case?

Regards,

Matt Taylor