Plusnet - Warning

marty2be2000

Red29 wrote: »

I didn't know I could cancel now. I thought it was 14 days from sign up.

Thank you so much for this. If it is correct, and there is no fix today, then I will cancel as activation was last Wednesday. :j

Problem with this, if there is a line fault then unless you switch to cable broadband the line fault will still exist and it will still be Openreach that turn up to attempt the fix and they have not succeeded yet. You'll just end up having to call a different set of customer service people.

Rubidium

teddysmum wrote: »

I'm still very unhappy with PlusNet,whom I thought had a good reputation.

They seem to really want to take the Golden Spoon Award away from TalkTalk this year!

You are comparing apples to oranges and are now on a BTW product rather than an LLU product that you were previously on with O2 and Sky. You will probably never achieve the same speed on Plusnet.

Smartsaver7

I suppose you get what you pay for, I switched from Sky as spent ages trying to get help often ending up at a foreign call centre, I now have Virgin, great service and no long waits and had engineers out same day to fix lines and a new router next day when broke, happy to pay more for a fast reliable broadband service

jem16

Red29 wrote: »

I didn't know I could cancel now. I thought it was 14 days from sign up.

Thank you so much for this. If it is correct, and there is no fix today, then I will cancel as activation was last Wednesday. :j

It is from sign up , not activation.

https://www.plus.net/help/legal/cancellation-policy/

teddysmum

Smartsaver7 wrote: »

I suppose you get what you pay for, I switched from Sky as spent ages trying to get help often ending up at a foreign call centre, I now have Virgin, great service and no long waits and had engineers out same day to fix lines and a new router next day when broke, happy to pay more for a fast reliable broadband service

I found Sky excellent . They use only very few foreign call centres; mainly during unsociable UK hours.


I left because they wouldn't do a good deal, my new cost for internet and phone being more than previously for these plus tv.

teddysmum

After complaining the other day, the lady on chat said she'd altered something at their end and restarting should mean a speed increase which it did to just over 5, with even 5.3 last night (still worse than I've ever had), but catchup tv buffered last night and today my speeds are down to below 5 and sometimes below 4 with cut outs (yellow cross in internet icon).


I was looking on their sit and was invirted to 'chat' with two options: wanting to add a product or having a problem. I chose the later and was told Chat was not available, so chose the other and you can guess that I got through straight away.


I commented on this situation and was transferred to someone with a foreign name. She asked for and received user name then part of pasword, but when I stated my problem I was 'cut off'. How very strange (I don't think).

Red29

We have broadband :j:j:j:j:j:j:j

It was a problem at the exchange, something had been changed incorrectly during switch over, the Openreach guy was brilliant and fixed it all within an hour and half, which included a 15 minute drive to the exchange from my house.

Speed is very ropey, low, up and down - no doubt if I complain I will be told it is the 10 day settling down period - what's the betting in 10 months it will still be the same :rotfl:

I will be putting together a strongly worded complaint to Plusnet on Monday - I can't face it until then

The actual problem that went wrong isn't the issue - these things happen, it was an Openreach mistake, human error.

However, the way Plusnet has dealt with it has been diabolical:

The wait times long enough, to give you time to climb Mount Everest!!

The first call where no tests were done - this guy wasted 4 working days!

The angle from which the problem was approached. The last solution should have been the first solution, after equipment failure was ruled out. The tech guys were looking for faults on the line. Surely logic and common sense says if the problem occurred at the point of switchover, that is where the solution lies, as opposed to is there a fault on the line. Anyone with a brain should be thinking "what has gone wrong in the switchover process". The Openrach guy said if it's not equipment failure it's almost always a problem at the exchange. If they had taken this approach the problem would have been sorted they day after switchover.

I've never really paid much attention to this forum before as I've never had a problem.

Reading through the other posts it's actually quite shocking what a bunch of incompetent, poor service providing, the broadband providors are - lacking complete integrity re price rises - they are a bunch of shysters!!!

Good luck everyone still trying to sort problems

mattyprice4004

The 10 day training period is very much a real thing - wait it out and speeds / stability should improve.

Also be glad you're not with Supanet / Timetalk - our hold times would be 3 hours or more sometimes!

kwikbreaks

The 10 day period is the time over which the line speeds are recorded so a fault threshold can be set. I forget the exact number now but it's a % of the lowest speed you got during those 10 days. They won't recognise a fall in speed the anything over the threshold as a fault.

What should happen is that the line management should be set to defaults which for ADSL is a 6dB target noise margin with interleave either off or on depending on ISP choice and usually on. If the line is not stable with those settings (ie high number of errors or too frequent loss of sync) the target margin will be raised by 3dB and probably interleave applied if it was off. That repeats to a maximum (iirc) of 15dB.

There is no "testing of speed" going on it's just DLM doing its normal job. 10 days after initial setup the only way the speed will go from what was initially achieved is down.