Plusnet are rubbish - avoid!!!

I signed up for Plusnet just over a month ago and have had nothing but problems ever since. I've just about had enough.

Firstly, despite being quoted an expected speed of 6Mb, the maximum I've been able to get is 1.5Mb. I contacted Plusnet about this, and they told me that this was the best I'd be able to get with my line and that the speed on sign up was not guaranteed.

Now, in addition to being mis-sold a slow connection, I find that my connection speed has reduced even further! My broadband kept disconnecting a few nights ago (I suspect this was to do with a service outage publicized on Plusnet's website), and I reset my router a couple of times to see if that would fix the problem. Since then, I have not been able to get speeds of more that 0.5Mb. Again, I contacted Plusnet, but they told me that the reduction was due to me having an unstable connection, and that the problem would hopefully resolve itself within 72 hours.

Well, that's just not good enough. Why should I be stuck with a painfully slow and barely usable connection for three days?

To anyone considering going with Plusnet: THINK AGAIN. Save yourselves a lot of hassle and look elsewhere! Unless my line speed and the service from Plusnet improve dramatically, I'll be switching to Virgin Media at the end of the month.

What speeds did you get with your former ISP?

Can you post your line stats?

Plusnet is my first ISP at this location.

Line stats:

Uptime: 0 days, 0:26:55
DSL Type: G.992.3 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 792 / 1,680
Bandwidth (Up/Down) [kbps/kbps]: 444 / 576
Data Transferred (Sent/Received) [MB/MB]: 1.21 / 3.66
Output Power (Up/Down) [dBm]: 12.5 / 16.5
Line Attenuation (Up/Down) [dB]: 27.0 / 60.0
SN Margin (Up/Down) [dB]: 16.0 / 9.0
Vendor ID (Local/Remote): TMMB / IFTN
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 / 22
CRC Errors (Up/Down): 32 / 0
HEC Errors (Up/Down): 7 / 0

I can't understand why you would have been quoted an estimated speed of 6Mb with a downstream attenuation of 60dB, which would normally indicate you are a long way from the exchange. What does the BT wholesale checker say when you enter your telephone number? This should be the same as the estimated speed Plusnet uses.

https://www.btwholesale.com/includes/adsl/main.html

"Our test also indicates that your line currently supports an estimated ADSL2+ broadband line speed of 5.5Mbps"

So, as it stands, my broadband is ten times slower than it should be. Horrendous.

If you get it to work on your connection can you post the data you get from the BT Performance Tester.

In reply to a post by Apprentice:

If you get it to work on your connection can you post the data you get from the BT Performance Tester.

I've tried that multiple times, but keep getting errors. I'll keep trying though.

"Estimated" being the pertinent word.

Sometimes the checker underestimates the speed you can receive and other times it over estimates.

The only way you will ever find out what speed you will actually achieve is once the modem can negotiate with the DSLAM. In other words once you've chosen an ISP, paid your money and the connection has gone live.

It's for this very reason that xDSL is always sold as an "up to" product as there's no way of specifying a speed in advance.

Looking at your attenuation your sync is a little low and I'd expect it to be closer to 3 Mbps, maybe 3.5 Mbps but certainly no more than that.

As for you resetting your router "a couple of times" that will only make matters worse as the DLM will interpret this a line drops and you could find your IP Profile dropping lower.

Finally I see you're on ADSL2 (G.992.3) which given your high attenuation is pretty pointless. I'd ask to be switched to ADSL (G.992.1) instead.

Edited by deleted (Sun 23-Oct-11 20:39:28)

Those stats will never get 5.5 Meg. Some where between. 2 Meg to 2.5 Meg perhaps.

Which website suggested you could get 6 Meg?

In reply to a post by griff_90:

"Estimated" being the pertinent word.

Sometimes the checker underestimates the speed you can receive and other times it over estimates.

The only way you will ever find out what speed you will actually achieve is once the modem can negotiate with the DSLAM. In other words once you've chosen an ISP, paid your money and the connection has gone live.

It's for this very reason that xDSL is always sold as an "up to" product as there's no way of specifying a speed in advance.

Looking at your attenuation your sync is a little low and I'd expect it to be closer to 3 Mbps, maybe 3.5 Mbps but certainly no more than that.

As for you resetting your router "a couple of times" that will only make matters worse as the DLM will interpret this a line drops and you could find your IP Profile dropping lower.

Finally I see you're on ADSL2 (G.992.3) which given your high attenuation is pretty pointless. I'd ask to be switched to ADSL (G.992.1) instead.

Well none of that has anything to do with me. All I know is that I was sold a product which has not performed as advertised and has actually got worse since I signed up. If it really is as you say then the whole system should be made much more transparent. I'm surely not the only person who has been misled in this way.

I'm just glad I didn't sign up for a contract and can switch to another provider at will, which I absolutely intend to do.

If you have one of the newer BT master sockets try connecting to the TEST socket for a good while to see if the disconnections still occur.

Some long line connections are more stable on plain old ADSL (G.992.1) with speeds up to 8Meg which you won't get due to the line's high downstream attenuation figure.

In reply to a post by Apprentice:

If you have one of the newer BT master sockets try connecting to the TEST socket for a good while to see if the disconnections still occur.

Some long line connections are more stable on plain old ADSL (G.992.1) with speeds up to 8Meg which you won't get due to the line's high downstream attenuation figure.

The line is connected to the master socket, and has been since it was set up.

A pretty rotten mess, but from those stats the best you are going to get will be quite low whichever ISP you go to. And if you mean Virgin Media ADSL then that wouldn't be frying pan into fire, it would be frying pan into the depths of Hades.

If you mean Virgin Media Cable, then go for it !

You really do need to see what you get with the filter into the test socket inside the master, see the socket on the wall at the back in this pic. Do not use a plugin extension cable to get to it either, just router >> short ADSL cable >> filter. BUT! Don't do it until it is daylight. It can make a big difference.

Assuming you don't mean VM Cable, you may as well let us help you get this sorted, then think about migrating. Otherwise you will just go crazy with getting nowhere.

Edited by RobertoS (Sun 23-Oct-11 21:33:00)

Thanks for the tips.

It is connected to the test socket (sorry, should have made that clearer). This was suggested on the Plusnet help pages.

Yes, I did mean cable, which in my experience has always been worlds better than ADSL. I've had some pretty bad experiences with ADSL, although never as bad as this.

Attenuation 60dB is very long, have a look at the average and maximum for it on this graph.

The BT estimate of 5.5Mbps is rubbish, but it is only that sort of database that ISPs can access to give you a possible figure. If you put your number into most others I would expect the same silly result.

VM Cable is definitely the way to go for you. Plusnet aren't really to blame for the speed of the line, or even the misleading estimate. Hard, but true .

What won't have helped is any disconnections and the couple of reconnections you did. See the 9dB Noise Margin in your stats? That should be 6dB, but jumps in 3dB steps when there is instability. That is costing between 500kbps and 750kbps.

As for the 72 hour wait, that too is garbage, as it is an out-of-date reference to a thing called the IP Profile rising if you have a good sync. You don't have a good sync, not even for your line, and that is because of the 9dB noise margin. That takes at least 10 days to drop, and sometimes it never does.

Sorry to give you bad news, but ADSLx where you are is unlikely ever to be over 3Mbps, even with everything perfect apart from the length.

In reply to a post by batchano:

I signed up for Plusnet just over a month ago and have had nothing but problems ever since. I've just about had enough.

Firstly, despite being quoted an expected speed of 6Mb, the maximum I've been able to get is 1.5Mb. I contacted Plusnet about this, and they told me that this was the best I'd be able to get with my line and that the speed on sign up was not guaranteed.

Now, in addition to being mis-sold a slow connection, I find that my connection speed has reduced even further! My broadband kept disconnecting a few nights ago (I suspect this was to do with a service outage publicized on Plusnet's website), and I reset my router a couple of times to see if that would fix the problem. Since then, I have not been able to get speeds of more that 0.5Mb. Again, I contacted Plusnet, but they told me that the reduction was due to me having an unstable connection, and that the problem would hopefully resolve itself within 72 hours.

Well, that's just not good enough. Why should I be stuck with a painfully slow and barely usable connection for three days?

To anyone considering going with Plusnet: THINK AGAIN. Save yourselves a lot of hassle and look elsewhere! Unless my line speed and the service from Plusnet improve dramatically, I'll be switching to Virgin Media at the end of the month.

I have had slowdowns, poor customer service and exactly the same further reduced service after the outage. My two monthe with Plusnet have been a total tale of woe and incompetence, so can only gat better from now on. I do wonder though how PN get so much favourable support from sites such as this, when others show 90% of longstanding customers very unhappy.
http://www.broadbandgenie.co.uk/broadband/review/plu...

In reply to a post by RobertoS:

As for the 72 hour wait, that too is garbage, as it is an out-of-date reference to a thing called the IP Profile rising if you have a good sync. You don't have a good sync, not even for your line, and that is because of the 9dB noise margin. That takes at least 10 days to drop, and sometimes it never does.

Thank you for your informative post, RobertoS.

I had started to accept that I was never going to get faster than 1.5Mb on this connection, but I didn't expect it to drop further. So you're saying that I could now be stuck at 0.5Mb indefinitely?! If that were the case, I would switch immediately. Is there anything I can ask Plusnet to do which might rectify the problem and restore my original speed?

This whole situation is such a nightmare. I was using mobile broadband before I signed up for Plusnet and even that was miles better!

They can do an SNR reset. That sets everything back to the defaults and redoes the 10 day training. That should get you back to something like you had before. But I doubt if it will ever be much better than that.

It would help as well if they force ADSL2 or ADSL, rather than ADSL2+. ADSL2+ uses higher frequencies which are less stable and at your length give no benefit anyway.

You also get, on any BT Wholesale based system, the IP Profile effect. There are two versions of that running at the moment, which one you are on depends an the particular exchange kit you are connected to.

The IP Profile controls the maximum actual download speed.

The old one uses the table on this page. The new one sets the IP Profile to 88.2% of the connection speed. That sounds bad, but it isn't as bad as it seems, as basically the IP Profile takes care of the overheads that are unavoidable on ADSLx. The old one was a sledgehammer, the new one is much better and doesn't lose you any real life speed.

In reply to a post by batchano:

Yes, I did mean cable, which in my experience has always been worlds better than ADSL.

My sentiments exactly. I'd always choose cable, if available. Though cable can have latency issues if you end up being connected to an over subscribed UBR. This may bother some people (gamers mostly), but I really wouldn't be too fussed by it - I'd rather have a stable working connection, running at a reasonable speed, with above average jitter, than a slow drop out ADSL connection like you appear to have landed up with.

Cable every time. Fibre preferably. Unfortunately, when I moved into my new flat, seems they wired up the entire place with BT only. Thankfully I landed up with a stable 12 Mbps ADSL2+ connection, so not all so bad. Waiting for FTTC, but I'll be waiting until end of next year for that to show up at this rate.

If you can move to cable now, and ditch Plusnet, do it. Do it now.

RobertoS - can I just ask them to do a SNR reset? Can/will they do that quickly? Getting back to my original speed would be just about ok, for now. At the moment my connection is practically useless - I'm making cups of tea between page loads!

mixt - I probably will end up switching to cable. Costs £50 to install though

Just an off-chance.

Please post the link to what samknows says about your exchange . We can check from that whether FTTC is likely soon, which could dramatically improve things and may be better than VM Cable.

In reply to a post by batchano:

RobertoS - can I just ask them to do a SNR reset? Can/will they do that quickly? Getting back to my original speed would be just about ok, for now. At the moment my connection is practically useless - I'm making cups of tea between page loads!

They should be able to, yes, but the phone support can be not too clever.

If you can't get it done that way, send a PM on these forums to bpullen.

http://www.samknows.com/broadband/exchange/LNPOT

Looks like it's not until next year. I need things fixed asap: I use the connection for work.

What I don't get is I'm actually really close to the exchange (less than a mile), so surely my connection should be better than this?

In reply to a post by batchano:

http://www.samknows.com/broadband/exchange/LNPOT

Looks like it's not until next year. I need things fixed asap: I use the connection for work.

What I don't get is I'm actually really close to the exchange (less than a mile), so surely my connection should be better than this?

Umm .

Either the line from you to the exchange goes a long way round, which happens surprisingly often, or something is wrong - maybe even your router.

Have you any idea what neighbours get? What does the tbb Speed map show for speed test results there?

I think my neighbour has cable. The map shows a mix of speeds reported within a mile of me: the lowest is 2Mb, but most are higher: 4Mb or more.

In reply to a post by RobertoS:

It would help as well if they force ADSL2 or ADSL, rather than ADSL2+.

OP is connecting ADSL2 at the mo.

@ OP: The BT Checker estimate, which all ISPs consult when they are giving their own estimates, of 5.5 Meg is far too high for your line. This is probably because your line has no previous BB history or is based on a reused phone # from a different location. Your line will never get much more that about 2.5 Meg on ADSL.

That would be ok if I was actually getting 2.5Mb, but I'm not. 0.5Mb is pathetic.

Think I'll be calling up Virgin tomorrow morning.

In reply to a post by XRaySpeX:

In reply to a post by RobertoS:

It would help as well if they force ADSL2 or ADSL, rather than ADSL2+.

OP is connecting ADSL2 at the mo.

That's why I said "force". The word was deliberately chosen as I considered the ADSL2 in his stats to be just the DLM selecting it in the particular circumstances. As you well know, the chances of it doing that two sync's running are remote, particularly following an SNR reset which would step up his sync.

In reply to a post by m0aur:

when others show 90% of longstanding customers very unhappy.

jelv checks calendar - no it's not April 1st!

How about trying to justify such a ridiculous statement with a source!

In reply to a post by jelv:

In reply to a post by m0aur:

when others show 90% of longstanding customers very unhappy.

jelv checks calendar - no it's not April 1st!

How about trying to justify such a ridiculous statement with a source!

I DID. How about trying to justity such a ridiculous statement by buying some glasses!

Reliability 72%
Technical support 63%
Customer service 71%
Speed satisfaction 65%
Would recommend 77%

How do you turn that in to "90% of longstanding customers very unhappy"?

In reply to a post by jelv:

Reliability 72%
Technical support 63%
Customer service 71%
Speed satisfaction 65%
Would recommend 77%

How do you turn that in to "90% of longstanding customers very unhappy"?

As usual, it is best to engage brain before opening mouth. I was not referring to the star ratings. Trawl ALL the way through that very very long thread, and take note of the number of long standing customers that have seen things deteriorate, then compare them with the few that are happy with PN, As I said, my nightmare experience can be varified here. There are many many others.

Truth is something people often don't want to here, particularly if it does not meet their experience.

Truth is all providers have their ups and downs, and will have migration problems, service problems, usage problems.

Online reviews are always prone to one pro or anti person skewing them, for example a disgruntled ex-employee may try to get revenge, or if people are getting referrals, cashback and other incentives they may talk positively.

If going to use reviews and others opinions, you have to spend time seeing what people have said in the past etc, plus build a general consensus picture.

That all said what do people expect in terms of service for £6.49 a month.

Hi batchano,

Sorry about the experience you've had so far, would you be willing to post a ticket ID or PM me your username so I can have a look at the account for you? Sounds like there's a few things we should look into there.

In reply to a post by MrSaffron:

Truth is something people often don't want to here, particularly if it does not meet their experience.

Truth is all providers have their ups and downs, and will have migration problems, service problems, usage problems.

Online reviews are always prone to one pro or anti person skewing them, for example a disgruntled ex-employee may try to get revenge, or if people are getting referrals, cashback and other incentives they may talk positively.

If going to use reviews and others opinions, you have to spend time seeing what people have said in the past etc, plus build a general consensus picture.

That all said what do people expect in terms of service for £6.49 a month.

I totally agree. Nobody is more aware than my of forum trolls and the fact that you will not find an ISP that is not slated somewhere, so am capable of reading between the lines. That said, the many posts on the other site by many many PN customers of 6 or 7 years standing just rings too true to disbelieve, it seems without doubt quality of service has dropped. As you have said what do you expect for £6.49 a month. Well I would expect "Honest" Broadband for £6.49 per month, but we all know that is not the case with PN. You only get the cheapest BB if you are in the right area and request it, the same as uncapped upload, though you need to threaten to leave to get the hidden unlimited BB. As I said not very "Honest", but that is the reality of the fact that nobody can resell BT broadband and undercut them without cutting several corners. As the old saying goes there is no such thing as a free lunch, though that does not excuse the total incompetence I have endured from some PN customer services.

In reply to a post by XRaySpeX:

In reply to a post by RobertoS:

It would help as well if they force ADSL2 or ADSL, rather than ADSL2+.

OP is connecting ADSL2 at the mo.

@ OP: The BT Checker estimate, which all ISPs consult when they are giving their own estimates, of 5.5 Meg is far too high for your line. This is probably because your line has no previous BB history or is based on a reused phone # from a different location. Your line will never get much more that about 2.5 Meg on ADSL.

Can i ask what your basing that on ?, As you maybe or maybe not aware i've just finished the SRA trials with BE and have tried numerous different combinations both with and without SRA, my Attenuation on ADSL2+ is 58db and on a standard 6db profile with interleave was able to get 4.1Mb, with a 3db profile with interleave i managed 4.6Mb with fastpath i got 5.1Mb, that's without SRA.

I'm currently running with SRA 3db profile and fastpath and getting 5.7Mb and have been synced for nearly 4 days now, even before SRA i was running on ADSL1 and that gave me a 56db attenuation and got 5.3Mb on 6db profile with interleave.

All this and i was told via BT database including BE before my connection was live with them and every other person that the line would only manage 2.5Mb at best, It just shows you cant say 100% that this line or that line will Never get this or that, now i'm not saying for one moment he will get the levels i'm getting of course with a slightly higher attenuation then me he wouldn't but he Could get some what near to the 4.1Mb i was getting on ADSL2+ without the SRA.

Of course there are numerous factors to take in to account like interference, line quality, internal wiring etc, also i believe the ISP can play a part in whether they are willing to help get the best from the line like BE are or just stick to BT databases etc and fob people off, All i'm saying is I don't believe in the blanket no you cant get more than this because this says that or the computer says no, every line is different and should be treated as such, the databases and the Attenuation graphs etc should be a guide / starting point not the be all and end all.

Hi Matt,

Thanks for your response.

I have sent a PM with my username and ticket ID.

So what about the 100,000 other long standing customers who haven't posted in that topic?

I could set up a brand new forum, make one post saying e.g. Andrews and Arnold are **** and then on the basis of that say 100% of people are unhappy with them. Based on that forum it would be factually accurate, but is wouldn't be a statistically valid conclusion.

In reply to a post by jelv:

So what about the 100,000 other long standing customers who haven't posted in that topic?

I could set up a brand new forum, make one post saying e.g. Andrews and Arnold are **** and then on the basis of that say 100% of people are unhappy with them. Based on that forum it would be factually accurate, but is wouldn't be a statistically valid conclusion.

In which case, I will leave you in peace to educate the world.
______________________________________________________________________________________
Fora - Where everybody knows everything - Everyone else knows nothing.

So you missed my point, that your experience is just your experience.

Extrapolating to use figures of 90% is the wrong thing to do. Plus your attempt to say they are not honest, smacks more of a troll than someone who is genuinely agrieved by a poor service they have received.

Two statements:

1. I will never eat at that restaurant again due to poor service received
or
2. Do not eat at restaurant xyz

Generally (1) is a better review, and reflects personal experience. 2 - will mean many may see it as being vindictive and ignore what may or may not be valid.

Hi batchano,

Thanks for that - just taken a look and it's a fairly severe dropping connection issue that's led first to a much lowered line profile and finally to having the connection banded. I'll get this tested and raised for you, there'll be some updates on your ticket shortly.

In reply to a post by MrSaffron:

So you missed my point, that your experience is just your experience.

Extrapolating to use figures of 90% is the wrong thing to do. Plus your attempt to say they are not honest, smacks more of a troll than someone who is genuinely agrieved by a poor service they have received.

Two statements:

1. I will never eat at that restaurant again due to poor service received
or
2. Do not eat at restaurant xyz

Generally (1) is a better review, and reflects personal experience. 2 - will mean many may see it as being vindictive and ignore what may or may not be valid.

You seem to also have missed my point, which was, that despite easily recognising forum trolls, many of the long-tetm PN users on the other site were reporting exactly the same issues that I had experienced, switching phone number by mistake and slowing of service etc to name but two. It is little wonder I have even less time for every forum I come across.

Hi there,

I've added some notes to the ticket for you, hope it gets sorted - please let us know if not though and we'll pick it back up for you.

Hi Matt,

Thanks for your help. Still not happy I'm afraid - please see my response on the ticket.

60 db Is higher than 56 dB attn, and was assuming default 6dB Target NM in my estimate.

I've never said there are no problems with Plusnet, but your 90% statement is impossible to support.

If 90% of the thousands upon thousands of PN customers were having the same problem I would expect the forum to be in meltdown, and the PN switchboard to be overloaded too.

In reply to a post by MrSaffron:

I've never said there are no problems with Plusnet, but your 90% statement is impossible to support.

If 90% of the thousands upon thousands of PN customers were having the same problem I would expect the forum to be in meltdown, and the PN switchboard to be overloaded too.

This is precicely why I have little time for the obtuse attitute always found on forums. I never said 90% of Plusnet users were unhappy. I was referring specifically to the other site and the number of unhappy long-tern previously happy users.
What I actually did say, was that I wondered how Plustet get such a fanatical following on some sites, and that referral comission was one step away from pyramid selling, which usually applies to an iffy product.

In reply to a post by m0aur:

I never said 90% of Plusnet users were unhappy.

No, you just introduced this unsubstantiated statement into this discussion and by doing so you have maliciously sidetracked this thread from discussing the speed capabilities of the OP's line.

In reply to a post by XRaySpeX:

In reply to a post by m0aur:

I never said 90% of Plusnet users were unhappy.

No, you just introduced this unsubstantiated statement into this discussion and by doing so you have maliciously sidetracked this thread from discussing the speed capabilities of the OP's line.

I also said I and others had the same line slowdown problem. If you call that maliciously sidetracking the thread, then stuff the lot of you.

What ever you do, don't go to Virginmedia,

I've been on Plusnet for years and I can tell you they are excellent. The problems mentioned above are LINE problems and NOTHING WHATSOEVER to do with the ISP.

And when I've had line problems, Plusnet have got BT out to fix them faster than BT used to come out themselves. Now that's customer service.

Oh and they are actually honest (like in the TV advert) - they don't say "unlimited" when it isn't. You pick what things you want when you want how fast you want and you pay the relevant tariff.

You said

In reply to a post by m0aur:

I do wonder though how PN get so much favourable support from sites such as this, when others show 90% of longstanding customers very unhappy.

The clear implication was that the other sites demonstrated that 90% of all longstanding customers are very unhappy, not that 90% of the longstanding users posting on other sites were unhappy. Perhaps you'd like to confirm that you were referring to an incredibly small minority of the roughly 500,000 PN users and that it was statistically insignificant.

You made a stupid statement, you've been pulled up on it (including by Andrew). My suggestion is that you stop digging!

Just posting a quick update on my situation...

Unfortunately there have not been any improvements in my broadband service today.

Plusnet do at least appear to be taking an active interest in my problem, which I suppose is a step in the right direction. A customer services representative ran some tests, informed me that there is a problem with my phone line and suggested that I contact my phone provider (BT). I contacted BT, who ran their own tests and assured me that there are no faults on my line. I have now referred the problem back to Plusnet.

So, in summary, lots of toing and froing today with no progress, which is obviously extremely frustrating. It is particularly infuriating that I was told to contact my phone provider when my phone has been working perfectly (unlike my broadband). I understand that my broadband connection depends on my phone line, but if there is a fault then surely it is Plusnet's responsibility as the service provider to follow this up and contact BT, rather than ask the customer to do it? It seems very much like Plusnet are trying to pass the buck.

Can anybody tell me anything about the Virgin Media cable installation procedure? How quickly can they get me connected once I sign up? Is the cable installation a big job?

Meanwhile I'm stuck with rubbish, prehistoric broadband from Yorkshire.

That's strange as my line faults have always been dealt with by Plusnet. In fact I don't think BT will even honour a fault report from yourself. BT must be contacted by your ISP.

My sister got Virgin and I think it was a fairly quick installation.

If you try the quiet line test (dial 17070 and pick option 2) is there any background noise on the line? If so that will affect your broadband, but must be reported to whoever you pay for your phone line rental.

In reply to a post by XRaySpeX:

In reply to a post by m0aur:

I never said 90% of Plusnet users were unhappy.

No, you just introduced this unsubstantiated statement into this discussion and by doing so you have maliciously sidetracked this thread from discussing the speed capabilities of the OP's line.

I don't see anything speed related, or how I can maliciously sidetrack a thread that is entitled "Plusnet are rubbish - avoid!!!", and can only suggest yoy TYFHOFYA!

In reply to a post by jelv:

If you try the quiet line test (dial 17070 and pick option 2) is there any background noise on the line? If so that will affect your broadband, but must be reported to whoever you pay for your phone line rental.

I tried this. No noise on the line at all. The ball is squarely in Plusnet's court, as far as I'm concerned.

I'm not huge fan of VM, as it was my worst year of any broadband connection, and I would average out at 2mbps and nowhere near the up to 20mbps. Also I would get disconnected once a month for 5 days, this continued for the whole 12months, I would phone them up pay the bill, set up the direct debit again x 12 and then pop into my local Building society inform of the new direct debit x 5. They apologised every time and credited my account, lots of free movies.

The set up took some 45 mins can�t really recall the time it took them to come and process the order and come out.

Overall it was poor for me now far away from Surrey and it�s not an option, although this was some years back I�m sure it changed!

In reply to a post by XRaySpeX:

In reply to a post by m0aur:

I never said 90% of Plusnet users were unhappy.

No, you just introduced this unsubstantiated statement into this discussion and by doing so you have maliciously sidetracked this thread from discussing the speed capabilities of the OP's line.

I don't see anything speed specific, or how I can maliciously sidetrack a thread that is entitled "Plusnet are rubbish - avoid!!!", and can only suggest you TYFHOFYA

I hope my latest tale of Customer Service is not construed as hijacking the thread considering its title.
My billing period finished at midnight last night. True to form, my bill was delivered by 10.am this morning, confusing as usual.
I raised a simple ticket asking why PN detail my £11.99 line rental as "Talk Anytime Charge" when my £3.50 "Call Plan Charge" ia already detailed on my bill.
Reply from one James Poore which simply confirmed what I stated with no explanation. How the hell could you trust this bunch with something difficult?

Dear Mr XXXXXX,
Thank you for your query.

I can see on your bill you have:
Call Plan charge for the period 25-10-2011 to 24-11-2011 £3.50 - This is for the Call Plan (Talk Anytime)
Talk Anytime charge for the period 25-10-2011 to 24-11-2011 £11.99 - This is for the Line Rental
Call charge for the period to 25/10/2011 £3.44 - This is for any chargeable calls made up to the 25th of October.

I hope this clears things up for you.

You can reply to this message using our ticket system (https://portal.plus.net/wizard/?p=search) or you can call us free on 0800 432 0200. You can access your account (https://my.plus.net), support services (http://www.plus.net/support) and our community pages (http://community.plus.net) via our new tool called Plusnet assist which is available here: http://www.plus.net/assist

Kind regards,

James Poore

In reply to a post by m0aur:

You can reply to this message using our ticket system (https://portal.plus.net/wizard/?p=search) or you can call us free on 0800 432 0200. You can access your account (https://my.plus.net), support services (http://www.plus.net/support) and our community pages (http://community.plus.net) via our new tool called Plusnet assist which is available here: http://www.plus.net/assist

No mention of their new number (0345 140 0200) then as advertised here then!

In reply to a post by reserved:

In reply to a post by m0aur:

You can reply to this message using our ticket system (https://portal.plus.net/wizard/?p=search) or you can call us free on 0800 432 0200. You can access your account (https://my.plus.net), support services (http://www.plus.net/support) and our community pages (http://community.plus.net) via our new tool called Plusnet assist which is available here: http://www.plus.net/assist

No mention of their new number (0345 140 0200) then as advertised here then!

I was not aware of the new number, though that may be because I am usually bogged down trying to find someone from PN that is both competent & can read plain English. Obviously everyone has not experienced the same as me, but everything from being switched to someone else's number for 10 days upon connection, to getting a simple answer to a simple question, or being told I was on an 8Mb line when I was syncing at over 15, has been one long tale of woe.

In reply to a post by m0aur:

Reply from one James Poore which simply confirmed what I stated with no explanation. ...

Call Plan charge for the period 25-10-2011 to 24-11-2011 £3.50 - This is for the Call Plan (Talk Anytime)
Talk Anytime charge for the period 25-10-2011 to 24-11-2011 £11.99 - This is for the Line Rental

That's a perfectly clear explanation! What more do you want? Blood?

In reply to a post by XRaySpeX:

In reply to a post by m0aur:

Reply from one James Poore which simply confirmed what I stated with no explanation. ...

Call Plan charge for the period 25-10-2011 to 24-11-2011 £3.50 - This is for the Call Plan (Talk Anytime)
Talk Anytime charge for the period 25-10-2011 to 24-11-2011 £11.99 - This is for the Line Rental

That's a perfectly clear explanation! What more do you want? Blood?

Were you born stupid, or did you have to attend nightschool? I STATED TO PLUSNET AND HERE, THAT I WANTED TO KNOW WHY LINE RENTAL, WHICH DOES NOT INCLUDE ANYTIME CALLS, WAS DETAILED AS TALK ANYTIME CHARGE WHEN IT IS ALREADY LISTED AS CALL PLAN CHARGE. DO YOU SEE AN ANSWER TO THAT??????? Sorry to those that consider capitals as shouting, but some only understand capitals, joinedeyupity comes later. I am gaining the opinion that anyone even vaguely supporting PN is a sandwich short of a picnic.
Another example of total ignorance standing up for total incompetence (PN).

Edited by deleted (Tue 25-Oct-11 14:16:41)

Less of the insults please to those whose opinions differ from yours.

It seems you are not disputing what was charged but the way the ISP lists it on their billing.
Not a biggie to most I would have thought even if it seems so to you, so less of the flaming please.

In reply to a post by Sadoldman:

Less of the insults please to those whose opinions differ from yours.

It seems you are not disputing what was charged but the way the ISP lists it on their billing.
Not a biggie to most I would have thought even if it seems so to you, so less of the flaming please.

I AM NOT going to be called stupid without kicking back. Pretending line rental includes anytime calls may not be a biggie to some, but may well be to others. My main gripe, is that I cannot even get a simple question answered by a competent customer service, and that the pyramid selling seems to have brainwashed many.

Yes, "Talk Anytime" should say "Talk Evenings and Weekends" but you knew that and it doesn't affect what you have been charged.

I think the sooner this thread is closed, the better. m0aur, you have hijacked the thread, are adding nothing constructive and seem determined to have a moan about everything and everyone. Sorry.

Edited by kasg (Tue 25-Oct-11 14:38:51)

There's NO NEED to call you stupid!

You were not called stupid...it was not even inferred.

As I read the reply the poster indicated that he felt you were too demanding. That did not warrant the insulting response that also seemed to encompass anyone whose opinion differers from yours.That is just flaming.

In reply to a post by XRaySpeX:

There's NO NEED to call you stupid!

That is typical of the snide attitute that one comes to expect from fora. Stuff you, Stuff this forum, I am not being talked down to by the likes of you, for simply asking a question about a plainly misdescribed product. Close the thread, or kick me out, I will lose little sleep over either.

In reply to a post by XRaySpeX:

There's NO NEED to call you stupid!

Put the spoon away....that was the sort of response that was being fished for I believe.

In reply to a post by Sadoldman:

In reply to a post by XRaySpeX:

There's NO NEED to call you stupid!

Put the spoon away....that was the sort of response that was being fished for I believe.

Thank you!

In reply to a post by kasg:

Yes, "Talk Anytime" should say "Talk Evenings and Weekends" but you knew that and it doesn't affect what you have been charged.

Can't be "Talk Evenings and Weekends" as that's only £1 pm and the complainant never even mentioned that plan.

What the hell is wrong with detailing "Line Rental £11.99" like every one else. As for hijacking the thread, it is entitled "Plusnet are rubbish", which makes my input on track to me.

You do seem to have an attitude issue.

You are right however, this thread is going downhill and cannot be saved I reckon so will close it.

To the OP start again if you so wish and perhaps we can keep it to your issues.

Closed.