shocked at the level of poor service i am receiving (phone and broadband)

[#1]

why is the connection cutting on and off then?
do you not think this is a poor level of customer service / broadband servcie? ive heard several different tales from several different plusnet employees now and i am fed up ( some are helpful some are not )
i am getting told different tales every time i speak to plusnet and i dont have a clue what is going on now because the expected speeds / dates / events keep changing.
im having to use my iphone to tether purely because the connection is stable and faster than the broadband (which is shocking imo) so in effect we are paying for a service that we cant use or are not receiving.
this connection problem today had better be the result of us being changed over to ADSL 2, if it isnt, which by the way was told this would be done by a plusnet employee last night within 24 hours, we are cancelling.
ive had enough, i wish i had stayed with virgin. stable connection and fast reliable speeds uninterrupted, which is what you expect from an ISP. not this farce! we need fast reliable broadband for work on a daily basis, which is what any customer  would expect.
award winning broadband? i dont think so.

[#2]

I’ve had no broadband connection for over an hour now, I hope this is down to an engineer changing the line over. If it isn’t, then I would like to cancel our service.
I’ve had a look on PN’s website at cancellation fees, so am I right that the cancellation fee is the price of the router? (circa £40 for a thomson gateway IIRC)
price of new router; http://247electrical.co.uk/thomson-802-11g-wireless-4-port-ethernet-adsl2-router.html?SOURCE=FROOGLE
I am more than willing to send the router back in its original packaging with the filter to avoid this fee is possible.

[#3]

right, we have just been reconnected. i rang PN to make sure the disconnection was the engineer switching us to ADSL 2 which he confirmed it was. ive looked at our router info to be met with;
Bandwidth (Up/Down) [kbps/kbps]: 448 / 224
is this a joke ?

[#4]

thats it, we are done;

[#5]

Hi there,
It looks like you've had a lot of conflicting information, I just tried to call you but there was no answer on either number on your account I'm afraid.
Just hoping you have a few minutes to talk about what's happening, what you'd like and what we can do to sort it if that's okay? If so please let me know a convenient time and which number to call.
Thanks very much, hope to talk to you soon.

[#6]

I was on the phone to another ISP.
feel free to ring myself on the number you have that ends in 1514

[#7]

Thank you for ringing Matt.
i hope you can sort the issues we are having

[#8]

Hi Ryan,
Thanks for your time on the phone, hope this morning's engineer sorts things out for you - I'll keep an eye on the phone and give you a ring round lunchtime to see how things have gone.

[#9]

a BT open reach engineer has been out this morning and found a fault with the line. i was told that this had now been repaired and the static has gone on the phone line which im pleased about. however the broadband speeds are still low and i dont know why;

[#10]

First off
Post the information requested here and we will have a good idea http://community.plus.net/forum/index.php/topic,96155.0.html

[#11]

Uptime: 0 days, 2:21:33
DSL Type: G.992.1 annex A
Channel mode: Interleave
Maximum Bandwidth (Up/Down) [kbps/kbps]: 1,096 / 4,256
Bandwidth (Up/Down) [kbps/kbps]: 448 / 3,968
Data Transferred (Sent/Received) [kB/MB]: 0.00 / 20.44
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 21.5 / 43.0
SN Margin (Up/Down) [dB]: 25.0 / 14.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 2,041
CRC Errors (Up/Down): 0 / 15
HEC Errors (Up/Down): 0 / 199
again, BT speed test doesnt work so it can not be used.

[#12]

At a first glance your default noise margin has been increased to 15dB
We also need the Current Line Speed from https://portal.plus.net/my.html?action=data_transfer_speed

[#13]

here;
Phone exchange:
CUDWORTH
Estimated line speed:
1.0Mb (Accurate to within +/- 1Mbit) - Checked on 2011-11-24 17:28:28
Current line speed:
0.25 Mb
these figures are miles off what we should be getting

[#14]

That  explains the problem.
The Plusnet figure shown as Current Line Speed only changes when they receive a Delta report and even then there could be a 12 hour lag.
I recommend asking for a line retrain and also ask for the Plusnet profile to be checked against the BT profile as you can't run a BT speed test

[#15]

I shouldnt have to ask for anything, we expect the speeds we signed up for not this farce.
after the engineer had been today we were informed everything would be working fine and we would get the ADSL speeds we should be. (we were wrongly installed on ADSL instead of ADSL 2 for some bizarre reason) but still we are messing about with sub standard broadband service.
so, how do you go about getting a line re trained?