Saga with plusnet

jmcg91

Good morning! I am seeking some advice on dealing with a dodgy broadband provider and wondering if anyone has experience/ advice. 
I am in a protracted conversation with plusnet - going on for several months now. 
Since switching, we've had frequent dropping connections and according to numerous internet speeds tests, frequent occurrences of the internet being well below the minimum guaranteed speed,  let alone the advertised speeds. 
Working from home and it is really difficult to do my job - we have changed router (to a new one sent by them) changed cables and done all of the checks as advised. The same problems persist. 
The latest response  (in a series of them just fobbing us off) is that it is a wifi issue  likely caused by electrical interference near the router (not the case) or other WIFI in the block of flats using the same channel. It was fine before we were with plusnet. 
Feeling at the end of my tether and my preference would be to pursue a termination for breach of contract. Anyone have experience of this?
Or do I need to spend my money on a better router/ wifi booster? Not inclined to do this and risk the same old problems persisting with more money down the pan. 
Thank you! 

brewerdave

Have you tried connecting to the router via ethernet cable ? This would eliminate wifi issues from the equation.

Neil49

Download wifi analyser onto your phone and see if your neighbours are using the same channel as you are. It could be that your channel is being swamped by another.

Ideally the router should sort out the best channel but you can set it up to a specific one that is less conjested. 

octane

How do you get to speak to them? Every time I phone them, I just get a message to try again another day. They have got rid of their live chat support too now.

missile

I feel for you. This is my sorry tale with Plusnet > https://forums.moneysavingexpert.com/discussion/6203177/plusnet-poor-customer-service#latest

jmcg91

octane said:

How do you get to speak to them? Every time I phone them, I just get a message to try again another day. They have got rid of their live chat support too now.

I have been in touch through their online question system (and things get moving if you highlight a breach of contract at their end and state you will terminate contract if not resolved). The categories you can post under aren't always a good fit so I just picked one at random and it got me through the the right place. 

After their last response (trying to close the complaint) - I added a further complaint and stated I would be pursuing a no-fee contract termination if I didn't hear anything by the end of this week. Took them a few days but they have conducted tests again - and this time stated there was a problem SNR was too low - they have increased and asked us to monitor over the next two days and will send an engineer if there is still a problem. 

Thanks for all the tips - will also try wifi analyser, and have an ethernet cable on standby as a just-in-case (although the router is in a bit of an inconvenient place) 

jmcg91

missile said:

I feel for you. This is my sorry tale with Plusnet > https://forums.moneysavingexpert.com/discussion/6203177/plusnet-poor-customer-service#latest

Sorry to read this - seems a sadly all too typical experience with them - hope you can get it resolved soon

wongataa

jmcg91 said:

Thanks for all the tips - will also try wifi analyser, and have an ethernet cable on standby as a just-in-case (although the router is in a bit of an inconvenient place) 

If you have any speed issues you should always try a wired connection as ISPs don't tend to guarantee W-Fi connections as they are too dependant on the environment of the user.  They only guarantee the speed at the router.

missile

jmcg91 said:

...

Thanks for all the tips - will also try wifi analyser, and have an ethernet cable on standby as a just-in-case (although the router is in a bit of an inconvenient place) 

You might want to consider a Powerline Adapter. That works very well for me, much better than wifi.

TP-Link TL-PA717 KIT 1-Port Gigabit Powerline Starter Kit, Data Transfer Speed Up to 1000 Mbps, Ideal for HD/3D/4K Video Streaming and Online Gaming(for...

Size Name:AV1000 Mbps + 2 Gigabit ports

jmcg91

Final update - got through on the phone and advised we were proceeding with termination, and surprise surprise an engineer was send pronto. Appears there were problems in the nearest BT exchange - speed has picked up and connection now stable for first time in months ... Phew