My Feedback is bad, so if you feel I am trolling don't read.

[#1]

Quote from: Townman

Which? Does not have a clue when it comes to technology.

Quote from: Townman

at the moment PlusNET is simply not geared up to deal with the consequential call volume.

And this is specifically where Plusnet do need to improve.
Regardless of the cause of many problems being Plusnet's (monopoly) 'supplier' it's Plusnet's responsibility to provide adequate customer support.  One thing BTOR cannot take the blame for is insufficient staff numbers in Plusnet's call centre.

[#2]

@bright spark
So why if Which? Magazine have "no clue" do plusnet advertise with them?
I have used Which? for years and this is the first time that I have been let down. I dropped my guard took plusnet because of Which?'s endorsement and didn't do my home work.
Once again people such as yourself blame BTOR. I pay plusnet to service my contract not BTOR. If BTOR cannot do there job why do plusnet take on more contracts knowing they will not be able to fulfill them.

[#3]

As you've admitted yourself, the initial problem that you had, you would have had whoever you went to. BTOR were to blame. Yes, Plusnet are "responsible" as it is them you have the contract with. But there's a difference  between " being responsible" "whose fault it is" and "who is to blame".
Yes Plusnet have done a Talktalk and got more customers than their call centres can currently handle, but a lot of those calls are as a result of BTw and BTOR incompetence and failure to do a job or do a fix properly. All ISPs have to rely on BTOR, if everyone had gone to another ISP instead of Plusnet, they would have the same issues.
The difference here is that there is a support structure in place (which Plusnet are also trying to strengthen) which provides excellent service and often gets the problems fixed - if the customer co-operates and doesn't just rant on and on and not provide any information as some others have done. The unfortunate bit is that it is taking far too long before a lot of customers are getting the attention that their problem needs and that is just not something that any of us are at all happy with. We have been ratcheting up the moans for some time now, but I'm sure Plusnet have now got the message and hopefully things will start to improve albeit at a slower pace than we would like. Stick with it, I doubt you'll be disappointed in the end.

[#4]

Quote from: flexo1966

I made a grave mistake coming to plusnet from Talktalk who had more than their fair share of problems.

Can I ask what the issues were with TalkTalk which made you leave and try another ISP ?

[#5]

There main problem as with plusnet was the call center. Unlike plusnet were you can wait 45 minutes to get an answer, with talktalk the phone was answered within a couple of minutes. Being an offshore call center I struggled to understand what they were saying. With me it was quite easy to be put through to a UK line as I was on a rolling contract and just asked to be put through to terminations.You will also be put through to a UK call center also if you wish to join, funny that init.
Having looked around I found I could have a faster service for the same price with plusnet so i changed. Talktalk offered me the same price but I jumped ship and found I had landed in a Junk boat. Once bitten twice shy.

[#6]

If there have been unprecedented demands on the Plusnet call centres caused by failings in their supplier.
Plusnet then recruit a considerable number of extra call centre staff and train them up at considerable cost.
Then Plusnet's supplier gets their act together and the fault rates and numbers of poor or missed installations decreases.
Plusnet's call centres are then well over-staffed.
They can either make a large number of redundancies or increase prices to pay for them to stay.
Neither option is desirable.

[#7]

So are you saying the root cause of the failing of plusnet's call center is BTOR ?

[#8]

Yes but I quite understand the urge to 'shoot the messenger' so to speak.

[#9]

I see far too many posts on this forum where people's issues are solely down to the failings of the other parts of the BT group that Plusnet (or any non-LLU ISP) have to go to - BTw and OR. Most are due to OR and every ISP has to use them. In quite a few cases OR's sub-contractor Kelly has been to blame.

[#10]

Quote from: flexo1966

Being an offshore call center I struggled to understand what they were saying. With me it was quite easy to be put through to a UK line as I was on a rolling contract and just asked to be put through to terminations.

I suspected that might be a reason. I had a similar experience with TT dealing with them on behalf of my next door neighbour (I used to run an IT business) who had been without broadband for a few days with them and they had told her her router was faulty.
I called them to find out what was going on and was told her router was faulty.
I told them I had put a brand new router in and they then told me she had a virus on her machine which was causing the issue.
I told them they were talking rubbish and I was having the same problem on my laptop.
They told me my laptop had a virus on it.
Having assured them that I was on a laptop running Linux with no viruses I was told their internet "would not work on Linux"
I then pointed out that the router was not seeing a connection to the exchange and it was nothing to do with any of the machines. They then started spouting other rubbish which was when I lost my temper and quickly managed to get transferred to someone in the UK.
Cut a long story short, it was a failed line card and despite reporting it, it was another week before her internet was back up and running.
Don't get me started on the overseas BT call centres either - reporting a fault on my Grandmas line was a task and a half and despite desperately trying to blame her equipment for the issue, when I got on to a UK call centre and they eventually sent an engineer out (after I pointed out I had a DSO hooked up to the line and it was their system that was knackered) they found multiple faults on the line between her house and the exchange.
Virgin Media ? We had bailiffs involved at one point despite desperately trying to sort out the bill. They would not accept our payment then started debt collection proceedings. Having pulled a few strings and contacted their CEO at home I soon got that sorted.
Sky ? Never again. Total incompetence.
Tiscali ? Took over my line and refused to provide broadband. Took months to get stuff resolved and the only internet access was sitting on the toilet in the ensuite borrowing a neighbours wireless signal.
British Gas ? I was remarkably patient with them until they messed me about one too many times. I have pictures of their senior management having tea with us while supervising their workers sorting out the issue while they were making sure no more disasters happened.
On a plus side, BE were great until they sold out to Sky and Eclipse Internet always gave me good service until they moved me to a Tiscali LLU and lied to me about it.
There is a reason I'm with Plusnet and while they may not be the best ISP, for what I pay and the service I receive I'm quite happy.

[#11]

@flexo1966
Just to confirm/check - is the modem plugged in to the Master vDSL plate, or is it connected to a Data Extension socket?

[#12]

@brightspark
It is plugged in to the Master vDSL plate.
The master socket is then connected to a brand new line to the telegraph pole. I paid for this when I had a fax put in. My speed varies now between 45-52Meg which is fast enough but once again not what I was quoted.
plusnet promised me some sort of compo or deal for all my troubles but this has not been forth coming. I would phone up but we all know what a complete waste of time there call center is, yes go blame BTOR.
THEY MUST STOP QUOTING THESE RIDICULOUS  SPEEDS WHICH ARE IMPOSSIBLE FOR THEM TO SUPPLY. THIS IS MIS-SELLING AND AS FAR AS I AM CONCERNED THIS IS LYING.
If I buy a gallon of petrol for £10 I want £10's worth of petrol not £7.50 worth and excuse that the tanker driver has failed to do his job.
It is a very grey area that all isp's flaunting to lure customers in on the pretext of very fast speeds, speeds that will and in most cases never be able to be reached.

[#13]

I read before about your brand new line that was originally for Fax, I just wanted to check whether you were on a data extension, which might possibly of had an adverse influence if something wasn't right.
The estimate you should have been given will have a range on it, and in any event is taken from the BTw/BTOR database which every ISP will use.
Quite a few people will get the faster speeds whilst there are few users on the Fibre cabinet, but as it fills up and more users go on line, speeds will drop a bit, hopefully not below the lower limit. Try your phone number in http://www.dslchecker.bt.com/ and see what it says.

[#14]

I have no idea what this means but I hope you can explain it to me.@brightspark

[#15]

You may want to delete the attachment and just do a text copy and paste of the output to the post leaving your phone number off it.
At the top you have 2 FTTC speed ranges. The best you could hope to get would be 80Mbps (sync speed, not download speed) and with few people on the cab, as low as 63.4. If the cab it pretty well utilised the speed should/could be between 75.3 and 49.
If you run the the BTw Performance test (ignore the red preamble except make sure no other programs are using the Internet) and at the end of the first run, click the Further Diagnostics button and Run the Further Diagnostics Test.
Do a Copy and Paste of the results and post here (no need to grab an image). The profile tells you what the sync speed will be (it's slightly higher).