Just moved home with PlusNet

Hi,

Thought I'd share my house move story.

Moved on 12th September from old house, discussed everything with house movers teams, all arranged, or so I thought.

Was told new address/postcode was showing 80 Mbps download speeds, so I agreed to go for that, and pay the extra, from unlimited fibre to unlimited fibre extra, then wait for BT and Openreach.

19th September, BT arrive to install phone line.

30th September, Openreach arrive, change BT socket faceplate to enable broadband, and confirms speeds at the cabinet and internally, at 76 to 80 Mbps download, I'm happy.

Openreach guy says he's never done a PlusNet install before, so I walked him through connecting the white Openreach modem to the Technicolor router supplied by PlusNet, all seems to work OK.

Now go online to the member centre at PlusNet, where they still have my old address/phone number linked to my account.

On the phone to customer services, wait an age, then get a guy who says yes, I'm now on the 40Mbps package, No , wait, I'm supposed to be on the 80Mbps package, he can't help, so transfers me onto someone else, where I'm told it will be corrected very soon, and I'll get an email off them to confirm.

Nothing happened, back on the phone, and speak to great guy called S Dennison, who I ask to stay on hold with, until we both know this is sorted, he agrees, and within 20 minuets, all is as it should have been.

Why this was so complicated, I'll never know, but no one answered my tickets until after all this was sorted?

As a plus side, as I agreed to sign up for a new 24 month contract, got services at reduced monthly cost, so this makes it much better.

Extra Note:

After doing various speed checks, had to get back in touch with PlusNet, and nice guy called Rubin in tech support, told me I was set to 46Mbps, instead of correct one, which his team leader has now corrected, and I'm showing 78Mbps download speeds.

Odd that so many calls have to be made by the customer, instead of PlusNet staff doing what's needed?

Last part of this is a question to all of you, does anyone know of a better router to replace the Technicolor one PlusNet provide to enable connection of the Openreach white modem to?

Thanks.

Edited by deleted (Thu 02-Oct-14 17:21:53)

In reply to a post by zrerz:

Last part of this is a question to all of you, does anyone know of a better router to replace the Technicolor one PlusNet provide to enable connection of the Openreach white modem to?

I have an Asus RT-AC68U which is excellent, and my parents have just bought my sister and brother-in-law the slightly newer model. If you don't need AC wireless then the RT-N66U is still excellent value.

The AC87U has 4 externals antennas for both 2.4GHz and 5GHz, the N66U and AC68U have three.


RT-N66U:
http://www.amazon.co.uk/Asus-RT-N66U-Wireless-stream...

RT-AC68U:
http://www.amazon.co.uk/Asus-RT-AC68U-Wireless-Broad...

RT-AC87U:
http://www.amazon.co.uk/Asus-RT-AC87U-Wireless-Broad...

Billion 8800NL are the best (very cheap) as for RT-AC87U - it far rip off too expensive!

In reply to a post by adslmax:

Billion 8800NL are the best (very cheap) as for RT-AC87U - it far rip off too expensive!

It really depends what size building you're trying to get WiFi signal to cover to be honest. 5 GHz is a hard signal to get to a 4 bedroom home, and the 87U works in places where other routers had no signal, and where powerline and repeaters would be required (total more expense and more hassle).

The Billion router looks good but is only 1 gigabit ethernet port, and only 2.4 GHz wifi which means useless in areas where there are lots and lots of networks. (like my road).

In reply to a post by adslmax:

Billion 8800NL are the best (very cheap) as for RT-AC87U - it far rip off too expensive!

You get what you pay for! Though I did only pay £165 for the Asus RT-AC87R From fleabay USA. On 802.11ac wifi it's giving me 75 meg speedtests Router is downstairs and desktop with AC adaptor is 2 floors up. I very much doubt the billion 8800 would give me such speeds on wifi n

you missed out my ac66

I got the AC68U on a deal from Pixmania (running ddwrt atm) and have a Belkin N750DB, flashed with some custom firmware, to give full house coverage.

thanks everyone for replies.

Early adopter I forgot that one, and AC 1750 which is a bargin compared to the AC1900 of the 68U - but the 2400 of the new 87R looks impressive, if you have the kit to use it.

The quad antenna has really solved a wifi problem in the US where a cable firm installed a G only router, and an older Apple Airport Extreme (dual band N) helped noticably but wasn't enough the AC87R provides really strong 2.4GHz everywhere (but too much interference for performance) and really good 5GHz everywhere too, even on the 2nd floor.

Well, PlusNet is off again, after getting all checked by openreach guy on the 30th September, and confirming my download speeds at 76Mbps, and chasing PlusNet who keep lowering the speeds (unknown why) this is todays comment from the member centre:

Estimated line speed:66Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-10-01 16:11:24
Current line speed:46 Mb

Strangely, PlusNet say there is a fault now on the line, which seems to happen after I complain to them that I'm not getting the speeds I want to pay them for, namely unlimited fibre extra?

This is getting stupid!

What does this estimator say?

FTTC Range A (Clean) 80 66.8 20 20 -- Available
FTTC Range B (Impacted) 80 54 20 18.2 -- Available

WBC ADSL 2+ Up to 4 -- 3 to 5 Available
ADSL Max Up to 3 -- 2 to 5.5 Available
WBC Fixed Rate 1 -- -- Available
Fixed Rate 1 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available

Something odd does seem to be going on. It is very unusual to be at or near the bottom of the "A" range unless there is a problem somewhere. This is way beyond the training and therefore competence of most first-line support staff.

Plusnet won't be directly lowering your speed. The "Current line speed" should be a fraction below the BT Wholesale IP Profile, so we need to check what that is.

Please could you run the BT Wholesale Performance Test, ignoring all the red instructions, and on the first results page click the Further diagnostics button.

Then copy and paste the contents of the down and up results text boxes. We don't need the graphics.

Were you given an HG612 or an ECI modem by the engineer?

although I think the ac68 seems effectively a fixed version of the ac66, better cpu and better wifi signal.

But the ac66 and 66u seem very close price wise, so I am reasonably happy with what I have still.

In reply to a post by Chrysalis:

although I think the ac68 seems effectively a fixed version of the ac66, better cpu and better wifi signal.
But the ac66 and 66u seem very close price wise, so I am reasonably happy with what I have still.

There is probably little in it. I gave my N66U to my parents and gambled on the AC68U solving my 5GHz dead spot, as 2.4GHz is essentially useless in my block of flats. Worked well

Results from BT wholesale speed tester:




FAQ

Results Image not loaded



1. Best Effort Test:

Download Speed : 44.45 Mbps

2. Upstream Test:

Upload Speed : 7.58 Mbps


Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

This is via a wired Ethernet connection from the current PlusNet Technicolor router to the PC, seems to show same results via wired or wireless.

I even tried changing the Openreach Modem, to the one I used at the old house, sadly, no difference.

Both modems are ECI.

Here is a speed test done via this site, if that helps anyone:

http://www.thinkbroadband.com/speedtest/results.html...

This is lifted from PlusNet's member centre, just been on the phone to them, tell me I need to wait 10 days for line to go stable, so it's next weekend for me, here's what's listed:

Phone exchange:estimated line speed:66Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-10-01 16:11:24Current line speed:78 Mb

Just looked again at tickets raised, found this:

Dear Mr Jones,

**INTERNAL **
Fault Type Identified: EPP

Confirm you've advised the customer to complete the following:
- Leave equipment turned on: Y
- Complete BT Speedtester: Y

- Does the customer agree to the possible charge (£60): Y

Obtain:
- Mobile Number: 0**********
- Contact Times: 9-9
- Router Model: thomson

Other Notes:
- thosmon

Kind regards,

Ismail Rawat

No idea what is going on now, and certainly not agreed to £60 charge (whatever that's for)?

Edited by deleted (Sun 05-Oct-14 18:06:01)

I don't know what the EPP stands for, but it would be worth trying another BT Performance Test some time to see if it will go to the Further Diagnostics.

Have you registered on the Plusnet Community Forums? It might be worth while starting a thread there in the Broadband & Routers one. Higher level support look there a lot (Monday to Friday), but only occasionally here.

They are generally very good.

Re the £60, that is something they warn us of if we are getting an Openreach engineer visit. If the engineer finds no fault, or finds one your side of the modem, Openreach now charge the ISP well over £100. Most ISPs pass on that full charge. If there clearly is a fault that the engineer failed to find ISPs should challenge the finding and the charge. Then it's an ISP/Openreach dispute.

Unfortunately you can end up being charged in such circumstances if further visits still find nothing, but at least Plusnet only pass on part of it. Warning the customer of this possibility is something many ISPs do as a matter of course when calling out an engineer, otherwise they are on dodgy ground trying to pass it on. The internal note you quote is asking the initial rep to confirm this has been done.

I don't know what the EPP stands for, but it would be worth trying another BT Performance Test some time to see if it will go to the Further Diagnostics.

EPP is End-User Poor Performance (from Plusnet blog]

That's libellous!

sad to report, things are no better.

Had BT Openreach engineer out to house, and despite what PlusNet are telling me, that I can get 78 to 80Mbps, this guy tested the line, and the cabinet box, and reports a maximum speed of 46Mbps on my line?

Things still in the hands of PlusNet's 2nd tier team, but they have not responded, nor do they talk to customers, so, in limbo once more.

Should I ask for a MAC code, bearing in mind, PlusNet stuck me onto a new 24 month contract, on the promise of obtaining 66 to 76 Mbps at this new address, and can't seem to deliver?

Edit, just had PlusNet's 2nd tier team on the phone, and they seem to point finger at BT, but putting my number into www.bt.com/infinity just locks the page, so no details appear, either with or without phone number/post code, freezes on both.

I am waiting as I type this to hear from the PlusNet customer options team as to whether or not they will honour the terms of the contract, and since they can't provide what they agreed, to release me and supply a MAC code?

I'll update you all as I know more.

Edited by deleted (Mon 13-Oct-14 17:42:31)

In reply to a post by zrerz:

I am waiting as I type this to hear from the PlusNet customer options team as to whether or not they will honour the terms of the contract, and since they can't provide what they agreed, to release me and supply a MAC code?

It is unclear to me whether there is some problem that may be restricting your speed and exactly what stage Plusnet is at in investigating it. Whatever the situation, it is very unlikely that changing ISPs would make any difference whatsoever so you might as well give Plusnet a bit longer. It is also worth pointing out that no ISP will promise a speed, they are only estimates, although if a minimum speed was indicated at the time you signed up and that formed part of your decision to enter into a contract, then you should be released from it if that is not achieved. Keep a record of who said what and when. If you've got it on an email or a ticket, even better.

more info,

Had openreach engineer today, arrived at 11am, left at four 4pm, guy Openreach sent was a fibre installer, not a fibre fault specialist, he called another guy to help, and together the following was done/reported:

The wire/installation in my property was inspected/Openreach modem all checked out 100% OK.

Outside to the pole, then the green cabinet down the road, here they found problems, moved me over to another DSLAm (whatever that is), and on checking the connection to my exchange, found aluminium in the circuits, and I was told this was the major problem, as at the box it was getting 78 Mbps, but the aluminium was preventing this reaching my house, where I can expect at most 40 to 44Mbps, nowhere near the 77 to 66Mbps PlusNet offered me prior to moving, and the sole reason I accepted this deal was under the proviso this was what I would get, and if happy, then agree to a new 24 month contract, but I'm not happy, after saying this to me over the phone at the old house on the 6th September, I'm now stuck in PlusNet's mumbo jumbo, where they still refuse to release me from this contract for a product service they can't provide.

Now they again are looking for yet another delay/get out clause for themselves, by saying they are going to listen to the voice calls made on that day.

But, I have no faith in that, as before I joined PlusNet, one of the sales guys promised me good deals, which I accepted, but upon getting first bill, found it was dearer than the one promised, I rang up to query and was told they would check the voice recordings, guess what, yeah, no sign of the guy or his offer, so what's the betting they will try this again now?

PlusNet have no honour, avoid them at all costs!

Why try the Infinity checker?

The important one, that feeds both the Infinity and Plusnet checkers is the one you used for this post. That is all any ISP has access to, so Plusnet themselves are not to blame. Hence the problem you have.

Have you posted in the Community forums about this?

in my view if your line has an issue plusnet are better at getting it fixed than BT, BT will make you fight harder for an engineer. Also that plusnet post results of GEA tests which BT do not.

Hi there,

Thanks a lot for sharing your experience. It's the most valuable kind of feedback for us.

The reason that your account details and package didn't update straight away is because both are currently a manual process following a house move, we just hadn't got as far as your account yet.

We do realise how this may not always fit in with expectations about moving services. However we're currently making some improvements to our provisioning processes which should avoid any delays between installs/orders completing and the necessary account details being updated.