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Hiya all....

Recently, after many occasions to get through to Plusnet customer service with download problems, I was told that, on investigation,my past usage history has shown had Ia download speed of a clear 4.5Mb at times, and the line package I am on is for up to this speed so everything should be ok.

However my download speeds have dropped out dramatically from this to a little over 2.8Mb - 3.3Mb which they also tell me is "within design" and apparently there is nothing they can do.

The question is who's design....and how exactly is this decided?

In an attempt to cure the problem Plusnet even sent me a *free new router* - except of course its not free...and it didn't fix the problem.

On top of this it ties me to a yearly contract while previously it was monthly or else I have to pay them another £30.

The long and short of it is now I'm just so sick of it all and the many and varied plusnet customer service experts who all tell me differently that I've downgraded from the top package down to the basic until this is solved - and if it isnt I go digital....but its such a pity that ISP's would rather lose their long term customers than sort out a problem when things go pear shaped

Who else has had had this attitude with Plusnet?

Hi Pilotzero,

If you drop me a PM with your username, I'll happily review your account and try to give you a ring.

I can't promise it will be today, but I will do so as soon as possible!

BTW, I wrote this a while back (almost two years ago!) which might help you to understand the situation a bit better.

I've been with Plusnet for over 5 years now. I've not had many technical difficulties, and not had to interact with either their tech support or customer service often.

However I would say that from my experience and from lurking on the forums both here and at Plusnet itself I have never found PN to be anything other than helpful.

Regarding their overall operation, how they sell and explain their broadband etc, I really think they are one of the most transparent and honest ISPs out there. There is really a wealth of info at their website and it tells you exactly what you are going to get, and why.