So I still have the original fibre router plusnet sent me when I moved from the adsl product to their fibre product in about 2013. I have been having intermittent faults where my connection drops and last week it dropped and instead of reconnecting at 70/20, it connected at 20/20.
I called plusnet who asked if a previous engineer they sent out a few months prior cleared the copper line issue. I informed them that he hadn't found a copper line issue and that after he left my line was back to usual speeds. They suggested a new engineer visit to clear up the copper line issue.
Took a week but had engineer out yesterday, He said there was light oxidisation and that he'd cleaned it in the box outside my property. He also changed the main socket in my house. Unfortunately my line speed is still between 50-55 instead of the usual 65. Engineer suggested a new router and said he'd add that to his notes.
Imagine my surprise when I got an email stating plusnet had close my issue! It's still an issue! It's not been resolved.
So I hop on a call with them and because my router is out of warranty, and because, like an idiot, I took on a new contract with them recently (I had to), they won't send me out a new router unless I pay off my contract, or I buy a new router from them for about £90.
Have been with PN for over a decade and it's seriously starting to grate that businesses these days put no stock in customer loyalty. They'll throw stuff at acquiring new business but do very little to keep loyal customers happy. Simply mind boggling!
Oh, and the rep I spoke to said, "well, they said it may be the router so it may not be the router. we can send out another engineer". Really? You'd rather send out another engineer than send out a new router?
