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Good honest broadband?? What a marketing joke!!

Living in a bad area I did a LOT of investigation into who could give me the best possible broadband. Plusnet seemed to be the best option. Their pre-customer service is world beating. At first I could not sing their praises enough and then things went horribly wrong. Initially my download speeds were in excess of 3mb and too be honest this was simply fantastic!! I don't personally need 20mb and just 1mb would be more than sufficient. I now get speeds which are well below 256K makes for a very unhappy web experience.

To cut a very long story and NUMEROUS phone calls short apparently there have been disconnections on my line which mean a dynamic protocol has downgraded my speed. Plusnet are unable to tell me why these disconnections have occurred and keep advising me that an uptime of at least 3 days will see my speeds return to normal. This never happens!! Every time I speak to Plusnet technical support they pass the buck onto BT advising that it has something to do with BT owned infrastructure. The last thing I remember is that I signed and agreement with Plusnet and NOT BT!!! They also hide behind the veil in that they offer you a connections but don't guarantee the speed!! Like I said I would be happy with just 1mb!!!!

Things progressed so badly that asked to be put through to disconnections for which I had the pleasure of waiting over 20 minutes for them to answer the phone (I believe in paying for what you get). Its amazing how friendly and responsive they are when they are trying to get your business but become awful once they have it!!!

So, it would appear that I should have signed up with BT as it actually them offering the infrastructure and service, perhaps they would be able to pin point the problem as its actually then offering the broadband!!

So my advise is this, ITS NOT good honest broadband as its actually provided by BT. Its only good and honest when things are going well but when things go bad it becomes NOT so HONEST and GOOD!!
 
@cwainstein, really sorry to hear you're having problems :(

To cut a very long story and NUMEROUS phone calls short apparently there have been disconnections on my line which mean a dynamic protocol has downgraded my speed.

It certainly sounds like that's the case. Any provider that uses the BT Wholesale's network (BT Retail included), are at the mercy of their 'Dynamic Line Management' systems. These systems cap your throughput by applying what's known as an 'IP Profile' to your line. A BT Speedtest will tell you what this IP Profile is. The IP Profile is normally set a fraction below the rate your line is synchronised at with the exchange. You can see the correlation between synchronisation speeds and IP Profiles here. I'd imagine your line is disconnecting quite frequently and is often reconnecting at a really low sync rate. When this happens, Wholesale's systems are very quick to lower your IP Profile. When you connect at a decent sync rate again though, the same doesn't apply and it can take three days of being connected at this higher rate before your IP Profile is adjusted to reflect it. If there are any further interruptions during this three days then chances are you're back to square one.

Plusnet are unable to tell me why these disconnections have occurred and keep advising me that an uptime of at least 3 days will see my speeds return to normal. This never happens!!

If your line keeps dropping out then we need to find out why. This requires a degree of investigation both at our side and BT Wholesale's. This can take days/weeks but there's no reason why we can't get to the bottom of it. There are a number of diagnostic tests you'll need to carry out at your end before we can raise anything with Wholesale, but I'd imagine the support team have covered most of this with you?

Every time I speak to Plusnet technical support they pass the buck onto BT advising that it has something to do with BT owned infrastructure. The last thing I remember is that I signed and agreement with Plusnet and NOT BT!!! They also hide behind the veil in that they offer you a connections but don't guarantee the speed!! Like I said I would be happy with just 1mb!!!!

We don't guarantee speed (it's just not practical to do so given the technology), however we wouldn't expect you to live with a line that frequently drops out.

Have you actually raised a fault with us at any point? If so you should have a fault ticket reference. Perhaps you could provide me with that, or message me your username so that I can take a look at your account and see if there's anything I can do to help?

Best rgds,
 
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