Feel free to scream at us on here if we mess up
This is an invite I cannot refuse Kelly
I think I might in a similar situation to the OP. Though my route to getting FTTC has been a litany of cock-ups and phone calls to chase plusnet over several weeks... just want to put my situation to you all and see what anyone and everyone (including Kelly) thinks...
Having been with plusnet for nearly a year now for ADSL2+ I've had ongoing connection drop out problems, these were not Plusnet's fault as I had similar with my previous ISP (Demon) and had got tired of dealing with their customer (dis)service team - they were nice people but being based in a call centre outside of the UK with only the ability to send help tickets back to UK staff (it appears) getting anything done was worse than pulling my own teeth out. Plusnet were good with dealing with the connection problems but BT were ultimately unable to resolve things and, with no spare lines available back to exchange, I concluded that if I wanted a reliable connection I had to bite the bullet and go for FTTC.
Installation was due to take place on 1st Feb.
No one turned up and no one even bothered to contact me to tell me that or explain why.
After a week of chasing and chasing via help ticket (which Plusnet staff seem very slow to read these days and even less likely to read properly) it was supposedly rebooked for the next available date which was stated to be 11th March (can you see the obvious cock-up here?). I felt this was far too far in the future to be anything other than a mistake but I was assured that it was the correct date.
On the 11th Feb - when I was away from home that day, the BT engineer calls me to ask why I'm not at home!!
Installation rebooked for 18th Feb and thankfully it's now done. I noticed last night my speeds were still that of ADSL2+, i.e. 6mb down and 0.5mb up. I called plusnet and was advised that no, I don't have fibre but have ADSL2+ based service instead. After a few seconds sanity kicked in and the mistake was realised. Details had not been updated. I'm on the unlimited fibre package now so it should run at full speed (which was estimated at about 65mb down and 20mb up if I recall).
I tested it this morning and the down varies between 3mb and 36mb from test to test. Up speed is around 1.6mb. This is far from the speeds promised and I was told last night that it will be 10 days until the speeds settle down, which, having read this thread, seems to be hogwash...
Kelly, my plusnet account name is the same as the one used here, I would be grateful if you could have a look over things and make sure that everything is as it's supposed to be with regards to account type ordered with BTOR and profiles applied etc. I will retest my line speed tonight once I get home and if I find the speed has not improved I will be making a rather grumpy phone call to you tonight! I'm not all impressed with Plusnet at the moment and am tired of the excuses I keep hearing (like you are short-staffed, human error etc) I accept the reasons are valid but I'm not seeing much evidence that they are being addressed...
Edited by andrewh1973 (Wed 20-Feb-13 12:27:25)