It's not you, it's me. Well it's my expectations of you
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Feedback
- :
- Plusnet Feedback
- :
- Re: It's not you, it's me. Well it's my expectatio...
It's not you, it's me. Well it's my expectations of you
29-11-2021 5:48 PM - edited 29-11-2021 5:48 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'd like to say that in general over the last 4 years PN has been great - reasonable speed and great and helpful customer service. Even to the point where I had an Openreach engineer turn up unexpectidly to fix an issue!
But your attitide to short disconnects has forced us to move to Voda Pro with their 4G backup.
Last year I was having the disconnects in the middle of the day you were great - sent engineers who found / fixed issues and I thought all was well, but when they've been happening in the last few months you're attitude has been "it has to happen 5 times a day to be taken seriously".
I appreciate that our expectations of reliable internet have increased significantly in the last 2 years, but now we are working from home a single disconnect during the day is unacceptable and needs to be taken seriously.
So here we are. We're off somewhere more expensive, but hopefully that expense will be rewarded with a reliable service.
Your staff were great in the past, but judging from other comments I've seen I'm guessing things are going downhill for you. I urge you (PN) to do something to win me back - and it's not just offering me a cheap deal, it's also about how you respond to our complaints and don't treat us like idiots.
Re: It's not you, it's me. Well it's my expectations of you
30-11-2021 10:59 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Any interruption is infuriating, even more so if your livelihood depends upon reliable internet. However, I'm confused that you say Plusnet "sent engineers who found / fixed issues and I thought all was well". This implies that these faults are an Openreach issue.
You do realise that Plusnet has no control over your line upstream from the router? If your disconnections are caused by a faulty line then no ISP will be able to help beyond referring the problem to Openreach and the snags will continue until the line is repaired/replaced. But at least you now have 4G backup. I hope your difficulties can be ironed out.
Re: It's not you, it's me. Well it's my expectations of you
30-11-2021 12:07 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hey @kw1
Thanks a lot for reaching out and I'm really sorry to hear that you're leaving us, though I do understand that customers are now more reliant than ever on a continuous broadband services, and to be honest, I am myself. I moved back into the office because of technical issues after working from home!
Anyway, I'll pop a visual radius below which does show a very stable connection, so I'm under the impression that the source of your problems are beyond the router. Can I ask what troubleshooting steps have already been taken to try and resolve this? I can see that you're only connecting to wired devices so I wondered whether you've tried the connection on other devices or have swapped the Ethernet cables etc?
Re: It's not you, it's me. Well it's my expectations of you
30-11-2021 1:31 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@adam945, there's no image posted!
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: It's not you, it's me. Well it's my expectations of you
30-11-2021 4:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: It's not you, it's me. Well it's my expectations of you
02-12-2021 11:29 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
How do you perceive the disconnections?
Periodically I see the browser window suggest I’m not connected to the internet when I know for sure I am. A refresh of the “failed” navigation instantly delivered the requested page,
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: It's not you, it's me. Well it's my expectations of you
04-12-2021 2:58 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks @adam945 for posting that - your right that in the last month it's been stable, but previous to this there was a few weeks with regular disconnections, and when it happens in the middle of a video call this is not acceptable - for most WFH it's been fine, but the issues a couple of months ago caused significant problems for my wife.
@Longliner - yes I'm very aware how ADSL etc. work (thanks to the day job) and I'm fully aware that line faults are outside PNs control. I was very impressed in the past with how issues were dealt with, but sadly the attitude from PN for my last set of issues was "it's not happening often enough" and that can't fly. (Reading between the lines it could be interpreted that PN agents have been told to scale back how quickly they engage with Openreach unless the system detects a line fault... that's just one guess.)
If PN offered a seamless backup then I'd stay - but that comes at a cost and Voda are in a better position to offer that service over a homebrew solution.
@Townman it's not the wifi (which is off on the box anyway) - it was the line disconnecting for a few minutes, once/twice a day for several days - but unless it was happening 3 or more times a day for several days in a row then PN weren't interested.
Perhaps in a couple of years I'll be back; if you're a prospective customer reading this then PN have been very good - especially through this forum.
Re: It's not you, it's me. Well it's my expectations of you
04-12-2021 3:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Feedback
- :
- Plusnet Feedback
- :
- Re: It's not you, it's me. Well it's my expectatio...