Plusnet Broadband access in High Wycombe - wont work - change to BT?

usignuolo

My sister lives in High Wycombe. At the start of the year, she switched ISP from Sky to PlusNet. On 26 March, her connection crashed and since then she has only been able to get a very slow intermittent (2mbps) or no connection at all. Currently she has no connection at all. Plusnet and BT have tried various things, and all her kit has been replaced. No joy, it works briefly and then crashes again.

BT have been out and changed her telephone cable into the house and her phone socket. They say they are baffled and cannot solve it. In desperation she phoned someone locally who advertised their services as an ex BT engineer who could diagnose and fix internet connection problems. When she told him BT could not identify the source of the problem, he told her if they couldn't, he couldn't either. PlusNet says having exhausted their complaint procedures, she has to start again from the beginning.

She is now looking for an alternative ISP locally. Virgin dedicated cable is not available in her part of High Wycombe - it is all BT's FTTC fibre. So Virgin cable is not an option.

We wondered if she changed to use BT itself as her ISP locally, if that would improve her chances of getting it sorted. Any suggestions?

Browntoa

afraid Plusnet IS a BT company....same line

usignuolo

Yes I realise that but with PlusNet, BT is providing a subcontracted service, nominally at least, to PlusNet. I assume that means there are contractual limits to how far they will trouble shoot PlusNet customer problems. I wondered if she was with BT direct, they would be more responsive to sorting it out?

aerostar

BT does not get priority support from BT Openreach, all ISPs have to Use BTO if they use the BT system.

macman

BT Retail have the same relationship to BT OR as Plusnet do. Changing ISP's doesn't change the line.
More info is needed. What do you mean by 'connection crashed'? Is she connecting by ethernet or wireless? If wireless, has she retested using ethernet to rule out wireless issues?
Who is her line rental provider: BT or Plusnet? Is the landline working OK (no noise or crackling on the line)? Can she make voice calls? If yes and yes, it points to an exchaneg issue or an internal issue
If the problem is on her sockets or extensions, it's not the responsibility of the ISP, so an independent would be required.

usignuolo

She is with Plus Net but they say the service is fine up to her house. So BT have been out and replaced just about everything including phone cable. Service is still slow and very patchy. PC Centre have been out and replaced all parts, and reconfigured network (she is now on her 3rd router). Also claim everything working fine. BT engineer acknowledged it is not working but say they are baffled as to why not. PlusNet also seem to have run out of ideas. (Service is ADSL.) She contacted independent engineer (ex BT according to his ads) who said if BT can't diagnose fault, then I shan't be able to either

macman

Apart from telling us that the line rental provider is Plusnet, you haven't actually answered any of the questions posed. Basic info is needed if assistance is to be given, as it sounds like an internal issue, which any competent PC technician should be able to resolve.

pullenuk

Sounds like internal issue to me too. In fact its probably her computer!