plusnet

foxxie

Has anyone else had problems (connectivity and speed) with plusnet fibre broadband? I've had problems over the past month, although also on one previous occasion, and they say it due to a BT (who own plusnet) maintenance issue. Seems like buck passing. The service was better when I had standard service. I've been with them for many years and never had a problem but their responses have not been up to my expected level of service.

macman

Plusnet fibre is a resold BT FTTC service, so all the maintenance is done by BT OR, just the same as on an ADSL copper wire service. But it's Plusnet who are responsible to the customer.

foxxie

Thanks macman.I had been monitoring the connection on and off for a month but only complained about a recent problem. They had data to support what I said but so far when I've asked for data over the last month they have avoided the question. I've just sent them some dates and times when I've lost connection and see what they come back with. They are using the 'out of our control' so nothing they can do and no compensation for lost service. Quite frustrating and not very good customer service. This follows on from other issues relating to my landline - exceeded my my credit limit (it was too low but I've never missed a payment) so they blocked my line, I paid to get it back it credit and they slapped an admin charge on top.

macman

You should be entitled to a credit for any downtime if Plusnet are also your landline provider.
I suspect the issue is that BT have rolled out FTTC too fast, and now do not have sufficient engineers to maintain the fibre network.

oldwiring

@ foxxie
You say you've been with PN sometime, but have you joined the community forum there? Staff who contribute are very proactive and often reuslts are better than from the call centre.

Also there are interesting discussions on Kitz forum http://forum.kitz.co.uk/ some of whose members are highly knowledgeable.

Plusnet_company_representative

Hi foxxie,

Sorry to hear about your problems, from what you're saying it sounds like we've escalated the fault to our suppliers and are chasing them to get the fault fixed for you. Unfortunately once we've escalated the fault to them we have limited control over what happens though if you are able to post a ticket ID here (or join our community forums as oldwiring suggests above - thank you for that) we'd be happy to find out the latest and see if we can do anything to speed things up for you.

Regards,

Matt Taylor
Customer Support