Service problems since renewing my contract

[#1]

Apologies if I have offended anyone, whether they be Plusnet staff or otherwise (its hard to tell for the uninitiated). But I remain a customer that feels that I have been sold service improvements that have not been delivered (and never will be on the current line from what you are saying!). Not the fault of anyone here, but rather frustrating!

I would consider installing a new or second line if that would improve the performance? Any views on this?

I believe that I have been on a business contract previously but this was more expensive on renewal than a standard residential contract, so my fault again for not knowing. But as you say, adding a better router would be unlikely to make any difference anyway.

I have to say that this forum is infinitely more responsive than the BT Wholehome equivalent - I doubt I will ever get a response to help with my initial issue!

Thx

B

[#2]

Thanks for getting back to us @brico 

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@brico wrote:

I would consider installing a new or second line if that would improve the performance? Any views on this?

That'd all depend where the issue lies. Although either way installing a new or second line isn't really a substitute for fixing a fault with an existing line if there is a fault, because the line won't be as 'new' as you'd imagine. You'll likely just get a spare 'pair' within the existing copper cabling from the cabinet (the green box in the road).

I believe that I have been on a business contract previously but this was more expensive on renewal than a standard residential contract, so my fault again for not knowing. But as you say, adding a better router would be unlikely to make any difference anyway.

No problem, from what I can see you've been on a residential account since you've first signed up with us.

I have to say that this forum is infinitely more responsive than the BT Wholehome equivalent - I doubt I will ever get a response to help with my initial issue!

If you'd like us to send you a replacement Hub One, let me know

[#3]

You've not offended me, if that comment was aimed my way, so sorry if I came across as I was offended.  My post was intended to give you some info about how the speed you get is derived at.

The speed estimates that you will have got will be based on those characteristics of your line.  If there's a fault on your line then your actual speed may be slower, but that can then be investigated and (hopefully) solved.  That though can sometimes take some time and a number of engineer visits depending where the fault is and how easy it is to find.

[#4]

@brico 

Neither am I offended. My advice is that you take @Gandalf up on his offer and try another hub. It will eliminate one possible source of the problem.