PLUSNET - major issues

[Deleted User]

I moved from BT to Plusnet , in order to get a better deal and I wanted UK call centres.
However, from day one I have not had a wireless service and I am still connected up to the test socket. I was told that if an engineer was sent out and the issue was with our wiring we would be charged £60.
After 3 follow up phone calls yesterday by myself I was advised by Plusnet they have found a potential fault in the BT exchange and will get back to me in 72 hours !
Interesting to note that everything was fine with BT and actually BT/Plusnet are the same, so I dont understand why there are problems.When I said that I wanted to cancel on Saturday, I was informed that I would have to pay cancellation charges of £120. This was day 15, but when I explained that I reported a fault on day 1 and it had still not been rectified Plusnet would not budge. I was told that Plusnet regarded (contractually) that it needed more time to resolve the problem. Surely the issues I have experienced null and void the contract.

HappyMJ

treetops wrote: »

I moved from BT to Plusnet , in order to get a better deal and I wanted UK call centres.
However, from day one I have not had a wireless service and I am still connected up to the test socket. I was told that if an engineer was sent out and the issue was with our wiring we would be charged £60.
After 3 follow up phone calls yesterday by myself I was advised by Plusnet they have found a potential fault in the BT exchange and will get back to me in 72 hours !
Interesting to note that everything was fine with BT and actually BT/Plusnet are the same, so I dont understand why there are problems.When I said that I wanted to cancel on Saturday, I was informed that I would have to pay cancellation charges of £120. This was day 15, but when I explained that I reported a fault on day 1 and it had still not been rectified Plusnet would not budge. I was told that Plusnet regarded (contractually) that it needed more time to resolve the problem. Surely the issues I have experienced null and void the contract.

No...they haven't determined the fault yet. It could still be with your internal wiring.

Do you have internet access? It sounds like you do....so it works and they have met their side of the bargain. That is making it work from the test socket. If you plug in your internal wiring and it goes faulty then it's on your end and your problem.

[Deleted User]

Do you work for Plusnet?

1. I had full internet access through BT right up until the DAY I switched over to Plusnet. Plusnet/BT same company so funny how no problems with wiring for time I was with BT. I also had no problems with the providor prior to BT!!
2. I should still be able to get wireless even if hub is connected up to the test socket, BUT I CANT!!
3. On day 15 Plusnet identified a potential fault at BT exchange - note date 15, not day 1, when I first reported the fault. I am clearly not an expert but believe that this is due to capacity issues????

macman

There is no possible exchange issue that can give you a connection by ethernet and not by wireless. If you can connect by ethernet, then you clearly have a working connection to the exchange from the router, so it's either a fault with the router or with your wireless set up. Plusnet will help you if the router is faulty, but other than that it for you to resolve the set up issues. First thing to do is swap the router out for another one.
Can you actually see the wireless network from your wireless device? There may be an issue with your internal wiring or extensions, but it doesn't seem relevant to the issue you have.
BT and Plusnet are not 'the same'. Plusnet are owned by BT Group but run entirely independently. They have the same relationship to BT OR as any other ISP.

[Deleted User]

macman wrote: »

There is no possible exchange issue that can give you a connection by ethernet and not by wireless. If you can connect by ethernet, then you clearly have a working connection to the exchange from the router, so it's either a fault with the router or with your wireless set up. Plusnet will help you if the router is faulty, but other than that it for you to resolve the set up issues. First thing to do is swap the router out for another one.
Can you actually see the wireless network from your wireless device? There may be an issue with your internal wiring or extensions, but it doesn't seem relevant to the issue you have.
BT and Plusnet are not 'the same'. Plusnet are owned by BT Group but run entirely independently. They have the same relationship to BT OR as any other ISP.

1. To reiterate, there was no problem with our wiring until changeover to PLUSNET from BT.

2. Quote message received from PLUSNET on day 15: Your fault has been raised with our wholesale providor for furthur investigation as we have found a potential fault in the BT EXCHANGE.

3. The point I was raising re wireless is that I have not received a wireless service from Plusnet since activation, henced wished
to cancel the contract. Wireless set up was fine until transferred over to Plusnet. My son has just completed an HND in IT/now studying an IT degree and was also not able to set it up. The router did come up with a fault message. But guess until PLUSNET have satisified themselves that the line is fine, they will not replace the router. Until issues resolved I would not wish to try another router, as undoubtedly Plusnet will blame the fault on using a non Plusnet routet.

4. Thank you for clarifing that Plusnet and BT are both owned by BT group, but run independently.

macman

No, there was no identified problem with your internal wiring until you switched. From what you have said, there may be or there may not be-I'm unconvinced. Either way, this is not remotely relevant to your lack of wireless, since you are presumably connected via the BT test socket behind the master socket split faceplate. If so, this isolates all your internal wiring and extensions.
A simple swap out of the router will take a few minutes (if you have a spare or can obtain one) and establish if it's faulty or not. Have you tried changing the wireless channel from the default Plusnet one to another-it's possible that it's clashing with a neighbour running on the same channel? Your BT hub will have been on a different channel probably.
I asked you if you can see your wireless network on any other devices? If not, then the router is either faulty or is set not to broadcast the SSID (which is not a default setting).
To repeat, Plusnet are not responsible for your wireless set up. They provide a wireless router. If it doesn't work, they will replace it with one that does. Beyond that, it's down to you. There are lots of properties where wireless will not function properly because of the house structure, but that doesn't void your contract without penalty. All PN are required to do is provide a broadband signal to the router.

Plusnet_company_representative

Hi Treetops,

Sorry to hear about the above. I'd be happy to look over your account and see if we can help at all, if that's alright with yourself? If you could post a ticket ID in this thread we'll be able to find your account on our systems using that. It does sound like the router may well be faulty if the wireless isn't showing on any devices.

Regards,

Matt Taylor
Customer Support

GlynD

Plusnet are usually very generous with compensation (free service for x amount of months) when something goes wrong: at least they were with me when they messed up my account when I first started out with them.

Let's hope the same thing happens here to ensure treetops is properly compensated for the inconvenience.