The OpenRetch engineer connected to my line inside the exchange and although they saw a lot of errors they didn't actually have the connection drop. He tried to tell me that it is because I am on Max Premium and that when they switched to standard Max it didn't happen. I've only recently moved to this house and have had this problem from the day we moved in. I've had Max Premium on two other exchanges (one in Sussex and one in Dorset) and didn't have this problem then so I think the engineers suggestion that this is a problem inherent to Max Premium is rubbish.
I have the router connected directly to the test socket. The problem occurs even if there is no phone of any kind plugged in to the filter.
Plusnet support is proving to be useless.
The last time I updated the open ticket it took nearly 48 hours before they picked it up and responded - that sort of massive delay is typical.
They keep saying they can't see any events that I am reporting and posting a graph from the radius logs. As there is no loss of PPP obviously the events don't show up. I've lost count of the number of times I've told them they need to stop looking at the radius logs and look at the sync events.
On the Plusnet forums it is obvious that there are lots of mistakes being made. Until their graphing broke a few weeks back it was obvious that they are seeing a significant increase in user numbers. My feeing is that their launch of the Unlimited was very successful - too successful and that their support is not able to cope with the extra demands. Very recently we've seen the news about O2/Be and Sky and that a lot of people are jumping ship to Plusnet which is putting even more demand on support and a lot of these migrations are going wrong.
Another bad sign is that they are fudging their support statistics here - specifically the Question Handling Average closure time. Normally we'd see that being updated regularly and the time would be a real figure in hours, minutes and seconds. Now it is only being updated infrequently and is obvious a made up figure such as 8 hours or 12 hours - goodness knows what the real figure is, but the last few tickets I've raised have usually been way longer than that before they are even looked at.
It's also worth pointing out that until early this year the target average was 8 hours. Then they sneaked out a change in the target to the 24 hours it shows now. In fact they kept the change so quiet that even their staff in the Digital Care team didn't know it was being changed!
Fundamentally Plusnet is (or was) a good ISP but it's obvious their support at the moment is badly stretched. For anyone considering Plusnet at the moment I'd advise wait and see if things improve.
Plusnet user since November 2001