What happened to Plusnet customer service and it's Broadband service

[#1]

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This forum is probably one of the best things about PlusNet, please have a little patience and let the well intentioned contributors assist.

I agree, and as per my previous post these forums, and the excellent advice and support is what keeps me here.

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I am still having major problems with speed and yes I have no noise on my line as was the get out option for plusnet.

This was not a get out for PlusNet.  As others have said previously, if you have any hissing etc on the phone line then BB will be affected.
Your Voice provider is BT.  They have an OBLIGATION, to respond to issues of noise on Phone Lines. Did you try the quiet line test I suggested?.  Also ring 151, and report that you have occ noise on the line.  DO NOT MENTION broadband.....  If all this comes up negative, then at least we know, its not a noisy line causing the issues. Do you have a Master Socket that has a removeable front face??  If so, have you removed this, and tested in the socket behind this plate.  This totally isolates your line from any internal wiring (If you have any), and possibly a faulty front plate...  You may not have any noise now, but sometimes it only shows up in bad weather. I myself have had these issues, with multiple engineer vists, until the fault was finally found.
I realise that solme of these processes are long winded, but they are nessessary. The guys on these forums, will try their best to help, but you have to help us.  We are not being patronising, just realistic....

I do hope you get this sorted, but personally I very much think that moving to a different ISP, will not solve the long term issues at hand, which appear to me, to be spurious noise spikes on your line, and this has morethan likely stuffed your IP profile, and has Jelv said, with BTs utterly insane systems, even if you sync at a good rate, it takes 3 days to get a decent speed back. Nothing any ISP can do about this....  Looking at your attenuation, you seem to have a rather long line.. Out of interest, what router are you using?

[#2]

      Date              Download Speed            Upload Speed 
Today 22:09      232 kbps (29kB/s)        368 kbps (46kB/s)
Still here I have been waiting for my Mac code for a week now but they wont send me one?
All BT tests show no noise on the line. They were excellent and very helpful.
Can anyone working for Plusnet here please let me go! Your Broadband service along with your customer service is awful. I have left similar messages on the ticket system but they are being ignored.
Please anyone popping in these forums to enquire about plusnet please consider going elswhere!

[#3]

Well I hope they don't. I don't know what ticket response you've been getting, but as you haven't been posting back here none of the PN Comms team members have been able to help.
Have you either "hopped Gateway" or rebooted in the last 24/48 hrs. There has been a gateway problem if you've kept up with the Service Status.
By the way, you have to phone up for your MAC. See the Help and Support pages.

[#4]

Hi Relica,
As per my previous post, we need speed test results from off peak times (i.e. during the morning or day, not evening) in order to move on with this fault. I can see speed tests from 6pm and 10pm but unfortunately both of these are peak time results.

[#5]

Hi Relica,
Hope we can convince you to stay - the team and the forums are great for solving these kinds of issues. And we are part of BT, so should be able to solve this issue for you.
Anthony

[#6]

Date                        Download Speed          Upload Speed  
Today 10:11am    318 kbps (102kB/s)      383 kbps (47.9kB/s)
I did a speed test last night at 1.00am and it was 1740 kbps and flying. I have advised Plusnet CS that I cannot do a BT speed test in the day due to the service either not being available or my speed is so low it cannot complete the test.
I was online last night at 1.00am and it was flying? So either plusnet are restricting my service or as they say there is a problem at the exchange. They have refered the matter to BT so I am prepared to hang on a week or so as I now have my MAC code.
Can anyone suggest the problem form the information I have given above?
Come on Plusnet look after your customers!

[#7]

Hi,
Is that the speed you get from a BT speedtest? If so that definitely points to a line issue and means we can escalate to BT as it falls below the acceptable limit for your service.

[#8]

@Mand

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I cannot do a BT speed test in the day due to the service either not being available or my speed is so low it cannot complete the test

I appreciate you are busy, but read the post!

[#9]

@johpal, sorry, missed that bit.
@Relica, please add as many as these poor tests as you have to your fault ticket, they will help us in getting BT to resolve this for you.

[#10]

According to my ticket and conformation from the CS rep on the phone my issue has been raised and is in the hands of BT. (Four Days Ago)
How can this be a line issue if it was perfect in the early hours of the morning but not today?
I have my MAC code so even if this problem is at BT's end then depending on how much longer Plusnet take to resolve my issue then I may still use it.  There must be better companies out there that respond to these issues quicker.
Here's hoping my internet connection is stable enough to post this message.

[#11]

Hi Relica,
I see you spoke to one of our faults agents yesterday, the information you've since provided is just what we need to escalate further and hopefully get this sorted for you once and for all.

[#12]

Can I flag up to PN to consider whether this is another instance of speed test results being way below IP Profile/Current Line Speed.