Plusnet....Pathetic

andyfromotley

I changed to Plusnet from sky in april as Plusnet were offering a stonking deal and was the MSE best buy. The move went pretty trouble free.

The internet was a bit patchy but i put it down to teething problems and figured it would settle down over time.

It has gotten worse and worse and is now bordering on virtually useless. Every night the speed is so slow its embarrassing. Calls to customer service achieve very little than .we've done x, y or z. see how you get on.

Called today and there is a 45 minute wait for their 'award winning' customer service!! (suggests i probably not alone in having problems!)

I did this in order to save money. Sky BB was faultless for the many years i had it. Be careful what you do in order to save a few quid. Rant over, not sure if i feel any better.

The kicker is that in order to cancel an unusable service its going to cost me over £60!! Nice.

JJ_Egan

Is this slow speed over a wifi connection by chance .

andyfromotley

yes it is.

JJ_Egan

Then that is the most likely problem not the ISP .
Check wifi channels and try moving router first . See multiple posts .

JenniferK

I left Plusnet one week ago. I was on 76Mb fibre. First thing that I noticed with my new provider is an increase in speed of 50% and no dropouts. It leaves me wondering why I didn't get that from Plusnet.

JenniferK

andyfromotley wrote: »

yes it is.

You can check the speed that the router is receiving by doing a speedtest with your computer connected by an ethernet cable. If the speed is OK then you need to consider other options such as replacing the Plusnet Technicolor router with a decent one, WiFi Repeaters, Powerline LANS, etc.

JJ_Egan

http://www.alphr.com/features/367684/fixing-wi-fi-problems

As said measure the speed direct from the master socket via ethernet cable .That gives an indication of the speed the ISP is providing .

brewerdave

Certainly have been lots of complaints about the wireless "capabilities" of the Technicolor router that PN were supplying as standard.
Also I second what has been said about selecting wireless channel -I doubled my effective wireless speed by changing channels 18 months ago.

jenniewb

I had big problems with the PlusNet router they sent me when I signed up. They then sent another two because they thought it may be the router rather than the service. (Turns out it was both). I had also previously been with Sky but left after they upped their prices in the middle of a contract (they said we could leave if we wanted due to the increase).


With the router I can't get Wifi, I get it for a few seconds but it lapses out and I lose the signal. I had the router roughly 1 meter from the desktop tower. Previously I had a router from Sky which was actually about 5 meters away and in another room. It connected fine.


What I will say is until now their customer services were pretty good and all my calls were taken my UK call staff, they knew what I was talking about when I asked for help and got the problem sorted or someone sent out after only 1 phone call. I've been with several suppliers before, with the exception of o2 (who were not always UK based) I'd never experienced anything like that.


Sadly they closed their 24 hour service now which means more people calling during their current opening hours as they aren't spread across the hours. I had to call them last week and waited 45 minutes on hold before speaking to anyone. Before I'd never had to wait more than 5 minutes (though all my calls had been after 11pm).


Maybe put forward a complaint? Maybe if enough people complain they will think about changing things back- they had always stood for "excellent customer service" but as things are going at the moment they are likely to lose that title. I suppose it depends how much they value their business' longevity.

brewerdave

The PN reps (and their call stats!!) have suggested that insufficient calls were being made overnight so the extra resource would be better utilised on reducing the horrendous call waits during daytime hours. Cheaper answer than employing more bodies !!!:rotfl:

@jenniewb -As an aside, I bought my own router when my PN supplied one died -I bought a "cheap" TP-Link one from Amazon -its still going after nearly 2 years and the wireless signal is good all over the house particularly after I sorted out a clear wireless channel.:T

jenniewb

brewerdave wrote: »

The PN reps (and their call stats!!) have suggested that insufficient calls were being made overnight so the extra resource would be better utilised on reducing the horrendous call waits during daytime hours. Cheaper answer than employing more bodies !!!:rotfl:

@jenniewb -As an aside, I bought my own router when my PN supplied one died -I bought a "cheap" TP-Link one from Amazon -its still going after nearly 2 years and the wireless signal is good all over the house particularly after I sorted out a clear wireless channel.:T

Thanks- I'm going to be leaving PlusNet soon (the change in times when they will take calls was what did it because I have so many technical line faults which mainly seem to occur overnight when I use the internet). I'm hoping the new router from where I go to next will work better. The best free router I had was with Sky, very fast, very strong wireless signal. Sadly would only work with a Sky connection (unlike the O2 router which worked with any other ISP connection).