Hi knowhowe,

I've checked over your account, I can see that your current speed estimate is 32.2 that's why the line was provisioned on the 40/10 product.

Your speeds have been able to achieve over that limit though so we have moved you onto the 80/20 product which have seen your speeds increase to 50Mb/s.

The speeds you will receive will depend on how far you are from your cabinet and also the quality of your line. We'll always give you what you're able to achieve up to 80Mb/s with the product you're on.

I think the staff replies didn't help fully and I'll feed that back.

Regards,

Thanks for your response Chris. Appreciated.

Other replies have been less than helpful- along the lines of 'welcome to the world', 'this is how ISPs make money' etc.

I was simply looking for a little clarity as a years-long faithful customer. My contacts with Plusnet staff were, as you'll have noted, very much less than satisfactory and this disappoints me greatly. Why so much wasted time in order to get the package I am paying for?

Your records may show that I suffered a previous instance of Plusnet incompetence- for it was no less- regarding a slow down in speed/service interruption a few months back. I was repeatedly informed by your people that "it insn't our problem" and that I must talk to BT. They promptly bounced me back to yourselves, saying, quite correctly, that, as you took my money for internet and phone, you were entirely responsible for sorting it out. You didn't accept this and sent me back.. this continued until I eventually got through to someone at Plusnet who actually seemed to give a [censored] and who readily admitted that the fauilt lay with them. I was given a period of half price service as compensation.

Am I encouraged to stay with Plusnet as a result of seemingly endless cockups by badly trained, unmotivated staff? I thought you were in a different class. Your thoughts would be appreciated..

I've dropped a ticket(70768389) on your account with a few details.