I have read some of your posts and responses before signing up to the forum. I am not sure if this is the way to do it but I have a couple of questions that I can't get answered from the help and support section.
I have an interest in several Plusnet accounts, some are registered in my name, for personal home broadband use (by students in rental properties I have) and one for business use, which I do not own, but look after. Others are set up on behalf of friends and family and set up by and looked after by myself when problems arise.
Since last summer, I have had to sort a lot of connectivity problems out with some of these accounts. Firstly, I must praise Plusnet for the professional way they have dealt with these issues and the way they have kept me appraised of ongoing issues and managed to get BT to deal with line problems. Having heard horror stories about 60 min + wait on a pay line and crap service by other ISP's I am pretty happy with the way you do things.
Dealing with BT professionally, to get lines installed and removed or poles moved for construction developments I know how obstructive and problematic they can be and having someone turn up the day they promise to do so and at no cost is pretty bloody rare so I appreciate what you lot do.
My main issue lies with three accounts, all at the same exchange. BT refuse to comment but I have been told by IT and comms people that I deal with regularly that there is a huge problem with that exchange and if someone complains enough, they just swap the twisted pair termination with another line. I have no idea if this is true or indeed possible.
All of these accounts are pretty vital to me. Not so much download speed, but actual connectivity and that is what has been unavailable for long periods, from days to weeks. Also by the summer I hope to sign up another two accounts on properties I rent to students if it is worthwhile. I don't want to do so if these problems with the local exchange are not sorted as I will be liable to sort out connection problems if I am charging for such.
On at least one account, I would gladly swap residential for business if it meant no loss of line, no change of account name and emails etc and a guaranteed response time of hours rather than days of pointless checking before BT do anything.
I am not an expert but by now I do know how to test a router, the test socket on a BT line, do a pile of tests including changing all wires, filters, routers for ones that work on another account and vice versa to prove that it is not a hardware or computer / wireless problem. I also keep at least one new router, proved as working, along with a pile of cables, filters and stuff so that I can establish a fault immediately rather than taking days to do it.
Do Plusnet offer such a level of service ? When I have managed to resolve an isse and have asked the question online, it has never been answered so I would appreciate your comments on the matter.
Thanks in advance.