Plusnet - New customer issues.

McClane54

Hello everyone,



I was with sky for several years for broadband and phone, never had 1 issue. One day I seen a offer with Plusnet for a much cheaper deal for the same service, plus I could have £50 cashback.



Anyway... 4 weeks in and it's been a nightmare, the broadband constantly turns off and then turns on again.and even when it's on why have to dissconnect from the wirless on our phones and use the 4g because things are not loading etc.





IS there anything I can do? they gave me 14 days from the day I took it out to cancel (as standard) but the internet ddin't go live until the 18th day, then I had to wait a further 3 days for a router because they forgot to send that out. I can't go on paying for another 17months for something I was promised to get but not getting!! They also said they would send out a engineer out one afternoon (1-6pm) I took a half day and waited in all day but noone turned up!



Any help or advice would be most appreicated

JJ_Egan

Complain to Plusnet.
Difficult to guess from your post .
But you say BB turns off .
Do you mean the router turns off and reboots ?? ( if so check connections )


Or is it WiFi that drops ?

McClane54

That's correct, the router reboots itself a few times a day


I have a ticket open with them but they are far from helpful

JJ_Egan

Be worth a factory reset and check all connections on the router .

McClane54

Yeah I have done all that, I work in IT. never had any issues with sky for years.

McClane54

What I need to know is can I get out of this current contract or can I complain to ofgem or something, because I'm paying for something I'm not getting! It's like buying a car from new to find out it cuts out all the time, I can't bbe just left with it.

brewerdave

Looking at the graph above ,it looks like the actual internet connection is OK eg you had a continuous connection from 17:30 on the 2/8 to 11:00am on the 3rd. This suggests that its a wireless issue. Have you tried connecting to the router via ethernet cable?? And if so, does that drop??

McClane54

Yes it drops like that all the time where it's wirless or connected in. the router turns red and cycles through until blue again

[Deleted User]

Hard to diagnose in a forum but I'd hazard a guess at a dodgy router (over heating perhaps). Not much you can do at the moment besides keep pushing them to sort it, you have to give them the opportunity to fix it first.

wongataa

Have you tried a different router?

molerat

Can you not use your Sky router ?