My on-going problem and feedback

[#1]

@MatthewWheeler

WTF? I passed this back to you 2 weeks ago!! look 3-4 posts up with my results from the tests you asked me to do which gave the results I expected.

It was only by chance I saw that other post!

[#2]

@MatthewWheeler Please look at the attached screenshot of this very forum where YOU asked me to let you know the results of the test, then a couple of hours later I let you know the results of said test.

WTF has been done in the past 2 weeks? while I've been waiting for a reply and moreso a FIX for something I logged weeks ago.

<edited to actually attach the screenshot>

[#3]

Another week has now passed.....

I STILL can't stream HD tv/movies, even struggle with some youtube stuff.

I still can't game online without latency and packet loss issues (even been banned from a few servers for having a bad connection )

I've now had over 2 months without the service I am paying for, I'm certain if I cancelled my payments you'd be all over me like a rash.

[#4]

Hello? Is this thing on?

[#5]

Mission Statement of the forum

We're a friendly bunch of Plusnet customers helping each other out, answering questions and talking about everything under the sun from broadband to what we're having for breakfast.

Basically do not expect support from staff can be taken from that.

I would suggest https://www.plus.net/help/legal/complaints-code-of-practice/

[#6]

Sadly I'm not getting support from the fault tickets or the phone calls, or the facebook page either. This has been the best place to get any response at all

[#7]

LOL!!! I clicked that link and got a nice pop up saying users of Windows10 may be experiencing problems with the site.

[#8]

I'm using WIndows 10 and tried both Chrome 64 bit browser and Edge and not seeing any message.Perhaps someone is out to annoy you

[#9]

@Mr_Ormerod

It's seeing tales like this that made me conclude it's worth paying a bit more for a service where support always answer within two or three rings and you always get someone really knowledgable and helpful!

[#10]

I honestly only went with plus.net as I moved into the property and the landlady had plus.net broadband and I foolishly though it would be a smooth cross over, How wrong was I! Once the cross-over was done it was perfectly fine for 3-4 months. I started my contract in January ish, I've had 3 full months of good un-interrupted service, 2-3 months of no service, and one of minimal (3-4Mb/s) service. I could pay a fiver a month extra for Zen for faster speed (70-80Mb/s down, 15Mb/s up), the money that is going out of my account is going no-where sadly I've had to use my mobile data for a couple of months.

[#11]

Screenshot of the Win10 pop up.

[#12]

@SpendLessTime

I've just received an e-mail in response to my "FAULT TICKET" which started with:

"I have taken a look into the issues with your connection at the request of our Social Media team and I agree with your conclusions in this matter."

Now I'm no expert in customer service but I would assume, that fault tickets should be a priority and NOT have to be escalated by a FACEBOOK POST or a forum post!

Sadly the e-mail also said:

"I am passing this to our networks and traffic management team"

So I am no better off.

[#13]

That was me. As per the post really, our networks guys are investigating.

It's a tough one as testing indicates no form of fault whatsoever. We are in the process of looking to see if it's anything under the bonnet on our side.

Matty

[#14]

@MattyC I know there is no fault with my line, there never has been, I did the testing myself and tried to save all this time by doing and stating so. I understand you get this sort of thing every minute (I've done tech support, and still do to a certain extent) so can't just take everyone's word for it.

The last issue I had wasn't my line and was down to PN, and this is more than likely the case again, it may not be something obvious than you can fix on the phone, but so much time could have been saved.

I understand it isn't one persons fault or even the CRS's right to take the brunt of this kind of feedback as you guys can only work with what you have, it just shows very badly on the company as a whole.

[#15]

@Mr_Ormerod

I feel your pain, long lasting issues really grind you down when they happen. Especially if you feel that you are just being ignored unless you kick and scream everywhere possible.

Sometimes the complaint route is the only way to go, especially if you wish to leave without any penalty and give another provider a chance.

AAISP will take on lines with issues and are fighters for their customers. If your line has no issues but it is something in the Plusnet/Openreach setups then even better as moving ISP's may undo the hidden problem.