You missing the point. There are big delays on top of the delays experienced by all ISPs.

Plusnet last updated their customer support stats on 5th October when the average closure time for faults was running at over 13 days.

In reply to a post by 69bertie:

If you have a problem with your electricity, you don't start talking to the account department to get it fixed. You contact the distribution side. Plusnet as it is, doesn't install wires, doesn't repair wires etc etc. All it does is bill me.

Your electricity supplier does nothing but record your usage in one way or another, and bill you for it according to their own tariff.

They have nothing at all to do with the supply mechanism.

ISPs have a much greater impact on the supply of broadband to each customer than an electricity company has of electricity supply, which is always by National Grid. An ISP controls the supply to you. An electricity supplier doesn't.

Is it National Grid you contact if you have a problem?

Edited by RobertoS (Sat 22-Oct-16 22:27:58)

Have you missed the posts by Plusnet staff on their own forum which state the they do not have sufficient staff to support customers and that any fault now has a 5 working day update cycle. Note I didn't say fix cycle just that they will try to update you in 5 working days. (and they failed to update their status message last week in that time frame too by taking 6 working days)

This is absolutely not down to Openreach but to the incompetence of Plusnet management who give priority to customer acquisition at all costs.

I wonder what metrics the management have for their wages and bonuses? Bet it is not on customer support but on increased revenues. And it is absolutely not on providing fit for purpose accounting systems, payment systems, customer portals, fault logging, email , ordering and provisioning systems. Plusnet is a mess and not one promised change to their systems has been provided since I started as a customer seven years ago.

In reply to a post by georgelnx:

Plusnet is a mess and not one promised change to their systems has been provided since I started as a customer seven years ago.

But ... you are still a customer.

What is your opinion on the latency spikes?

I think you'll see more users you associate with Plusnet moving elsewhere! There is only so long that people will wait on their promises of improvements.

Still a customer as I have no issues (touch wood) and the next best supplier for my needs would cause a monthly increase of 150% in my bill.
However I wouldn't recommend them to anyone in the current state. (Nor have I ever done so)

In reply to a post by wingco1:

What is your opinion on the latency spikes?

Mine or yours? TBH it doesn't really have any practical impact on me and I've seen far worse.

In reply to a post by jelv:

I think you'll see more users you associate with Plusnet moving elsewhere! There is only so long that people will wait on their promises of improvements.

I had cause to telephone support for the first time in ages last week due to an outage - my first for years. Apart from the 50-minute wait for an answer their performance was exemplary. In my experience it's the wait and response times they need to do something about, the actual support when you get it is fine.

In reply to a post by georgelnx:

Still a customer as I have no issues (touch wood) and the next best supplier for my needs would cause a monthly increase of 150% in my bill.

Same here, with what I am paying I can honestly cope with having to wait a bit for support.