Plusnet Complaints Code of Practice

[#1]

These are generated on request unless a complaint ticket remains ongoing for over 8 weeks, in which case we would send one out in the post.

[#2]

@James
As I indicated above and in my letter of 29 January, I am now only seeking a return to the 16 Mbps I received during October/November last year, or at the least a speed to match my current BTW profile, not anything approaching the estimated speed which the Openreach efforts have been based on.  Have Openreach specifically indicated that this is also not attainable? 

[#3]

I've just taken a look at your connection and I can see you've completed the BTSpeedtester.
The results have shown us that the speeds you are obtaining are lower than they would expect. After the speed test you ran, you would have been offered to run a TAP3. If we've any chance of working to get those speeds back, we could really do with having this run.
If possible, could you run the BT Speedtester again at http://speedtest.btwholesale.com making sure that the initial and 'Further Diagnostics' tests are completed. If you are offered to do a TAP3 Test after the second Speed Test, please run this so we can report this further to our suppliers.

[#4]

@Chris, thanks for picking this up.
I have rerun the BTW speedtester including further diagnostics a few times this afternoon but on each occasion the TAP3 test "can't find the server at test3.speedtest.btwholesale.com"
I will have another try late this evening when things may be a bit quieter.

[#5]

@Chris
I tried again to run the TAP3 test late yesterday evening but again the result was "can't find the server at test3.speedtest.btwholesale.com".
Do you want me to try again or (i) is there a fault with the TAP3 test (ii) is there an alternative approach to checking the data?

[#6]

Thanks for trying - really appreciated.
Could you try one more time and if you get a fail/error message, could you grab me a screenshot of it so I can send it through to our suppliers as evidence please?

[#7]

@Chris
Tried again but still no joy.  Please see screengrab.

[#8]

Sorry, I completely forgot, entirely my fault - any chance of another screenshot where the date and time are visible?
BT have requested that, apologies for not updating you sooner!

[#9]

@Chris
Still not working - would not even complete the further diagnostics (tried three times).  Please see attached.

[#10]

@Chris
...and once more this morning.

[#11]

@rbel - you are logging in as speedtest@speedtest_domain before trying to run the TAP3 test, aren't you?

[#12]

@Chris
Apologies forgot to include the related further diagnostics result with the above

[#13]

@Jaggies
Indeed I am - following the instructions to the letter and the router indicates a connection established following the changed login details.
It would be interesting to see if anyone else can achieve a completed TAP3 test at the moment.

[#14]

I haven't needed to myself, but a colleague at work was having a speed issue and was able to run the TAP3 test a couple of times yesterday. He's also with PN.

[#15]

@Jaggies
Intriguing.  If it wasn't for the router showing a newly configured connection after changing the login details I would assume that I had made an error somewhere.  When I hit the 'Go' button on the TAP3 page it indicates that it is going to run the test, then after attempting a connection to the test site for a while "can't find the server at test3.speedtest.btwholesale.com" appears.