Watchdog TV looking into plusnet, read on.

[#1]

Over my eight plus years of broadband forums I've seen numerous Watchdog threats and only recall one possibly coming to fruition.

[#2]

There is always a first time.........

[#3]

Quote from: SparckZero

I can understand people being frustrated with PlusNet - but at the end of the day, you'd get these issues with any other ISP - and I can't think of many that engage with the customer-base on the same level as PlusNet do. A Watchdog investigation would more than likely reach the same conclusion. I find dogwhisperer's quoting of the ISPA rules to be a bit inflammatory - having read dogwhisperer's thread in full, I would say that PlusNet are doing everything in their power to sort the issue out for you, and have been very upfront and honest about what's going on...I can't see any situation where PlusNet have been unfair either. Please don't consider this a personal attack...more a reasoned opinion. I can honestly say that there's no other ISP I'd rather be with from a customer service perspective.

Nothing personally taken.
However, its very easy for people like you who haven't had the problems some of us have had to say what you do.......if you had nearly 2 months of constant problems you may well have a different view....
While I accept BT (expletive) are the main problem I cannot speak to them or hold them accountable in any way shape or form, my contract is with plusnet so they have to bear the brunt of customer dissatisfaction and its up to plusnet to sort things out with their 3rd party business partner no matter how hard that may be due to them having a monopoly, after all when plusnet entered this market they knew what they were getting into.
Typically today in this country we just accept things and apathy rules.....ie all ISP's are bad, so just like a load of sheep we accept it......
Most likely the best way for me to fix my fault is to migrate to another supplier (prob LLU my best bet), but despite in my view to have to unfairly defend my corner a number of times with plusnet and threaten certain action to get a response there is something that warms me to the plusnet staff active on this forum (cant say the same when phoning general support as they seem experts in fobbing people off in my experience) and hence so far I am willing to stay to hopefully in the end have a positive outcome.....
If demanding I get a service that I signed up for makes me an awkward customer then so be it, but in my view if more people were like that and not so woolly then perhaps we would all get a better service and value for our money, at the same time I am willing to work with a supplier of mine if I feel its a two way street...
You can only flog a dead horse for so long......currently I am getting free broadband with more on top after (if) the ongoing problems are resolved, yet I am still tempted to use my mac code.....may seem odd to some but I would rather be paying for a service that I can actual use and enjoy.....

[#4]

I accept your point that from the outside, it's easy for me to pass comment.
Given that your issue looks like a physical line problem, moving ISP (even to an LLU ISP) probably wouldn't help at all - indeed, the fault process would have to be started from scratch, and there aren't many ISPs that would give you this amount of back and forth. I can all but guarantee that PlusNet are as frustrated with BT as you are, and it's clear that they're fighting your corner as best they can.
I wouldn't say that demanding a service you paid for makes you an awkward customer - on the contrary, you should expect the service you've paid for. If the service isn't available for whatever reason, then PlusNet have a duty to do their best to get the service up and running again - and it's obvious that they're doing this for you.
I really do hope that PlusNet get to the bottom of the issue for you soon - I'll be watching your thread with interest.

[#5]

Thanks for your reply.....
It appears now that the physical line issue to the exchange is fine and now its an exchange issue (jumpering most likely), so moving to an LLU supplier would most likely help as I would be on their equipment at the exchange....I dont want to as each time you move from an LLU supplier it costs money to migrate......I will only do that if I feel I am forced to, to get a half decent broadband connection..... I would certainly get higher download speeds without a doubt.......
My previous ISP (non LLU) had excellent customer service, they are a reseller, I was with them for a number of years, they seemed to be able to get BT to do things if needed (no idea how), they then changed suppliers of who they resold for and everything went downhill.......even before that their once excellent customer service was on the slide and after became useless.....with their new supplier it was like being constantly throttled at all times (the package I was on had no traffic management on it, line speed at all times).....which suggested with the influx of so many new customers it was too much of an over subscribed service and hence the probs I mentioned..... 

[#6]

Hi dogwhisperer,
I just wanted to make sure you are aware that BTW are looking at a line issue now rather than an exchange problem.