Upload speed

[#1]

Update please?

[#2]

@Notoriousxx I'm with @RealAleMadrid here, with the public holiday, I'd be surprised if OR give any update until Tue!

[#3]

I see.
Well, I'd like to mention my download is now 79.9 as of today. This is getting quite ridiculous.

[#4]

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@MisterW wrote:

@Notoriousxx I'm with @RealAleMadrid here, with the public holiday, I'd be surprised if OR give any update until Tue!

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So why advise an update target date of the 29th - the start of a 4 day public holiday?

@Notoriousxx, if you are now getting 79.9 down 20 up, does that suggest you have been moved to a 80/20 profile - maybe as a step to moving you back to a 150/30 profile to see if that changes things? 

[#5]

I agree, I was told I'd have an update by 29th.

Possible, but I'm sure they said they'd increase the speed then put it back down to my contracted speed. I've just done another check and it's back to 144down and 20up again so guessing it was a blip earlier.

[#6]

Any update on this!!!!???

[#7]

Why so impatient ?  after all it's only been EIGHT WEEKS of continual asking for help, and Plusnet have done NOTHING !

Secret hidden webcam in Plusnet customer support centre, shows how staff respond to @Notoriousxx  pleas for help -

I think they're hoping that you will shut up and go away.

I'm so glad I left Plusnet pulling this ignoring the customer [-Censored-], and have moved to A&A, where I can email their support with any problem, and in less time than it takes to make a coffee, they've emailed me back saying "fixed - try it now".

Plusnet support was more tolerable when it was possible to submit a support ticket, and usually within three or four days, somebody responded.  Now trying to get staff to take an interest in problems raised as forum topics, is a game of chance, and many customer's issues just get ignored.

.

[#8]

Sounds about right! It is ridiculous. The "update" date has changed from 29/03, to 01/04 and now 04/04 (understand it's early hours) and still no update...

I've not heard of A&A, I wish I had gone with a different supplier, cheaper price with 400down and 40up... Unfortunately they're not in my area at the moment.

Appreciate the support and know I'm not alone in this experience.

[#9]

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@Notoriousxx wrote:

I've not heard of A&A

This is A&A's  FTTP for home use , and their impressive attitude to fixing problems - We'll fix your line 

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@Notoriousxx wrote:

I wish I had gone with a different supplier ...

When you've given up waiting for Plusnet to fix this,  just ask in this topic for recommendations for other ISP's that better suit your needs.

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@Notoriousxx wrote:

Appreciate the support and know I'm not alone in this experience.

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No problem,  I know what it's like here !

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[#10]

100% thank you 🥲

[#11]

@Notoriousxx  if you are in a CityFibre area, that will considerably increase your options when you leave Plusnet.

Run the CityFibre postcode checker, and then sign up for email notifications for when they reach your area

.

[#12]

@Notoriousxx @Anonymous 

I understand your frustration with an apparent lack of help and support - but I find if you are polite and friendly most customer services staff (at any organisation) will respond much better, especially when you want support.

Regarding A&A - can I ask @Anonymous how do you get on with the usage cap,  I was looking at them as I am nearing the end of my contract with EE (who I was moved to because plusnet didn't support FTTP at the time) - A&A look good and offer a good range of services at a reasonable prices (VOIP, hosting and email) but I have always been put off by the usage cap - is a 1TB (or 10TB) cap an issue?

[#13]

I take your point, and do apologise, but I have been, and it's now 8 weeks and still not resolved. I originally raised this 12/02 on here and also to support Team via phone 13/02.

Please accept my apologies to Plusnet. I understand things take time and there are other user issues, but, it's an ongoing issue and I was told I'd hear by 29/03 then 01/04 and it's now 04/04.

[#14]

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@Ian06 wrote:

Regarding A&A - can I ask @Anonymous how do you get on with the usage cap ...

... ...

...  is a 1TB (or 10TB) cap an issue?

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I'm on the 1TB quota, and have amazingly consistently used 450GB to 480GB every month, so haven't been close to using it all.

In addition to your monthly 1TB quota, you also carry over half of what you didn't use in the previous month. This added leftover allowance quickly accumulates, and now I start each month with 1.5TB quota to use.

So as an example, if you start a month at 1.5TB total quota, then used say 300GB, by the end of the month 1.2TB remains unused, so the next month starts with 1.6TB (1TB + half of 1.2TB) as the new quota.

In addition, if you did occasionally completely use your monthly quota and all of the transferred excess from the previous month, you can buy one time 250GB top-ups which are treated separately and don't expire until you've completely used what you bought.  If you haven't used all of the top-up quota when your next monthly quota starts, then the top-up won't be touched until you've used up all of your normal monthly quota, and so on.

If you were getting towards the end of a month and had used your quota, instead of paying for a top-up, you can opt to have your connection speed be throttled to very low speeds, which would be enough for email and basic browsing to continue.

You can see at all times how much data you've used, and how much remains, by logging into the A&A 'console', which also gives a detailed breakdown of your usage in all previous months.

Further reading -

• https://support.aa.net.uk/Home::1 
• https://www.aa.net.uk/broadband/quota/ 

[#15]

@Notoriousxx  this is ridiculous, eight weeks and no progress, it is now three days since the Bank Holiday, and still no sign of help from staff.  This needs to be escalated to a higher level, otherwise you're going to be left with an incorrectly provisioned connection for the lifetime of your contract due the inability or unavailability of front line staff to fault find your issue.

Have you considered raising a formal complaint ?  -  Plusnet Complaints Code of Practice 

At eight weeks in to a fault, you might also want to investigate whether you are eligible to move to another ISP without having to pay Plusnet contract early termination fees, etc.

.