Service Getting Worse and worse

[#1]

I have been using the TT router for a while. They have now blocked it. It turned out to be superior to the Hub One and stayed connected whilst the Hub One kept disconnecting.

[#2]

I shall comment no further until you report the engineers findings, which, if I read @Gandalf 's post correctly, is a fault within the Openreach infrastructure.

[#3]

It may well be that the connection is poor but the TT router had better electronics for holding the connection. I haven't done the tests because I was told an engineer was on their way

[#4]

Thanks for getting back to me @HJ1

I can assure you that we haven't done anything to make your service worse, all I've done is test your line and raise a fault. 

If we need to arrange a new router, then I'll be happy to do so at no cost to yourself.

Regarding your TalkTalk router, we don't block you from using your own router. In fact, we've even got a dedicated help article that explains what settings you'll need to set up your own router and that can be found here: https://www.plus.net/help/broadband/broadband-connection-settings/

In what way are you suggesting we've blocked it? Do you receive any error messages which may suggest this? 

Let me know how the engineer visit goes.

[#5]

Well the Openreach engineers have been and found a corroded connection. So hopefully it's now sorted.
It does seem that I made a mistake renewing my contract with Plusnet. The ISPs seem to give you free routers when you join them. Plusnet want to charge you even when the engineer says it's faulty. Seems to make sense to keep changing ISPs so you have a free up to date router.

[#6]

The corroded joint was the problem - not your Hub, despite what that original 'engineer' told you.

[#7]

Well we don't know if it's fixed or not yet. The previous engineer said it was fixed. Only time will tell.

[#8]

Which modem/router are you using now? Some statistics from it could tell us the situation.

[#9]

It's on the Hub One at the moment. Strong and stable so far. It didn't look this good the last time it was 'fixed'.

[#10]

Good to know - and to be honest, it wasn't 'fixed' last time, it was bodged. Depends on the Openreach engineer you get.

[#11]

Thanks for getting back to us @HJ1

I'm glad to see the engineer looks to have been able to get to the bottom of the problem.

I've had a look at the first engineer notes and they don't suggest the router was faulty. The engineer reported back advising they've replaced your master socket & the lead-in cabling into your property. 

The latest engineer notes advises they've carried out some work on the line towards the cabinet (the green box).

If you do need a new router for any reason, we can send you a free replacement plus £6.99 P&P if you're still within a contract, otherwise we'd look at the options we have to recontract you, so you don't have to pay the full price. 

Again, let me know how things go

[#12]

So now you are accusing me of telling lies. We had 2 routers the old Talktalk one that worked albeit at a slower speed and the Plusnet Hub One that was suffering multiple disconnects. The engineer said he thought the Plusnet One was faulty and said he would put it in his notes. I don't know what he writes down.

I am happy as long as it works till the end of my contract and then I will move elsewhere.

[#13]

I'll save @Gandalf replying here. We are not accusing you of telling lies - we are saying the engineer blaming the Hub1 was mistaken - the disconnects were due to the issues corrected by the last one.

[#14]

All I want is a service that works. After the first engineer visit I carried on using the Talktalk router until it became clear that the service was getting worse rather than better. I knew the engineer had said that he thought the hub was faulty and would write it in the notes so I thought it was worth trying a new hub. When you have had weeks of rotten service it's not nice to be charged extra for it. So why would I stay with Plusnet? Talktalk do a nice new router which will be free when I rejoin them. The Plusnet one is getting on a bit. It's probably worth getting a new one every so often. I never had any customer service issues with Talktalk.

[#15]

All modem/routers do the same job. The better ones, usually more expensive, can handle errors better by making corrections the others will just drop the lines. If there's a fault on the line all modem/routers will fail, eventually.