Plusnet - We'll do you!!!!

After some 2 years of being with PlusNet I had to raise a fault on 7th Feb 2016 as my upload speed was below the Min FTTC A Low range, this is still on going some 13 weeks later.

After Openreach visits on 11th, 21st & 28th of April all they managed to do was drop my download speed from 49Mbps to it's current level 34.8Mbps on an 80/20 service.

After complaining to Andy Baker PlusNet's CEO I managed to get a Complaint's Advisor assigned but so far all I have been offered is to leave PlusNet penalty free, put up with the 29% drop in speed for the same cost, drop onto a 40/10 service while staying in contract then once the contract ends drop to their 40/2 service.

PlusNet have basically failed to get Openreach to correct the issues they have caused and now advise I will have to pay for a further Openreach visit if they fail to find the fault they caused in the first place. My upload and download are now less than the FTTC A Low Range, ping had almost doubled, attenuation has increased and power levels on the line have dropped!

AVOID PLUS(MINUS)NET LIKE THE PLAGUE. They don't care about you or the service they provide and their advertising is totally misleading.

PlusNet - We'll do you!

If Openreach can't get your speed back up there must be a reason what are Plusnet saying is the issue?

If you decide to move and there is a problem with the line then have a look at the ISP Andrews & Arnold Ltd.'s offer of We'll fix you line:-

http://s32.postimg.org/6wd9p1glh/A_A.png

http://aaisp.net/broadband-trial.html

I guess you could always phone them and discuss the problem and see what they think before commiting to move to them.

Edited by Apprentice (Mon 09-May-16 19:06:50)

I think it's as simple as the Openreach bodies I've had were, imho totally incompetent, two of them were telephone "engineers" and in one other case they didn't even have working test equipment.

PlusNet do not care at all, that much is obvious after some 13 weeks of this.

After the first failed visit half of my tone range vanished from the line in dslstats, the next two visits actually dropped my speed progressively to the level they are at today.

I was getting 49Mbps up until 11/04/16 today I'm getting 34.8Mbps and PlusNet expect me to pay for another Openreach visit if the cannot find a fault. In other words if Openreach are totally incompetent and cannot find the fault they caused for a 5th time the nit will cost me! Go figure!

Edited by deleted (Mon 09-May-16 19:26:42)

Having been with Plusnet since last November I wouldn't totally agree with you. I too raised a couple of fault tickets with Plusnet. Like you, my speed was dropping. I was kept informed throughout. However saying that, even though I had an engineer come visit first time round (couldn't find a fault). Before the 2nd visit was to take place, in the days leading up to it, I was running TBB speed tests. No sooner had the appointment been made and the speed mysteriously increased back to normal. It's been there ever since. No doubt goblins and elves at work. One thing I have got running is the BQM
Very handy to have too.

As the Apprentice says there must be reasons as to why your line speed is dropping. I certainly got lots of info from Plusnet as to what tests had been done and what the results of those tests were. My doubts about Openreach is round these parts they send 3rd party companies to do the faults. Having had one do the original connection, I can tell you I too wasn't impressed at all.

Good luck, maybe take up the offer although I suspect you'll end up paying slightly more (I could be wrong there though) than you pay Plusnet.

Yes there is, Openreach not doing their job correctly.

It has dropped on every visit they have made.

This is not just a fault this was actually Openreach's doing and now PlusNet are doing nothing to correct this and have even advised if another "Engineer" comes out and does not find a fault (which I doubt they will as they caused it in the first place and in a further 3 visits have actually made matters worse) then I will have to pay for the visit.

I wouldn't let the Openreach guys I've had so far cross the road unaided. That's not to say some out there are great at their job but so far I haven't had one.

The thing is I should not have to take up the "offer". They should, as my point of sale, ensure Openreach do their job correctly and give me back the speed they lost, all 13Mbps of it. They shouldn't just try to wash their hands of it of fob me off.

Trust me I've been around on the net long enough (actually some 25 years now) to know all about TBB, BQM etc. and use them all, that and I'm actually a Chartered Engineer myself.

Totally unbelievable and totally unacceptable.

In reply to a post by 69bertie:

Good luck, maybe take up the offer although I suspect you'll end up paying slightly more (I could be wrong there though) than you pay Plusnet.

I would be paying well over double with AAISP, even allowing for the inclusive line rental, as I would need their high-speed 1TB service to match what I am getting/using.

U cannot blame Plusnet as it wasn't their fault. It's look likely openreach are to blame.

In reply to a post by adslmax:

U cannot blame Plusnet

I wasn't blaming anybody!

In reply to a post by adslmax:

U cannot blame Plusnet as it wasn't their fault. It's look likely openreach are to blame.

But I can blame them as they initially did nothing until I contacted their CEO Andy Baker, now they are refusing to do any more which as my point of sale I'd expect them to get their supplier Openreach to fix the problem they caused on my (PlusNet's client) behalf.

This is as much Plusnet's problem and fault as it is Openreach's until it is fixed.

The problem is the way Openreach have themselves setup as untouchable gives both PlusNet and Openreach "reasons" for doing nothing, it's easy they just blame each other. As I can't contact Openreach my only point of contact is rightly my supplier PlusNet so it is, in the first instance, their fault.

Plusnet CEO has no direct control over Openreach.

BT Group CEO (Gavin Patterson) High Level Complaints Team is the one to email.