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Warning to potential Plusnet customers


Early in 2016, having used Plusnet for normal broadband and seeing their offer of fibre broadband in Bellingham, Northumberland, we signed up for the 80 Mb service.

The modem was supplied and initially we managed to get up to 78Mb downloads and 19Mb uploads – not quiet the headline figure – but near enough.

Soon after however, we started to drop-outs. The modem would disconnect and reconnect a minute or so later. This would happen every day either ones or several times – perhaps with gaps of 2-3 days without issue.

Try as we might I could get no resolution out of Plusnet an we were heading for Spain for several months – and I needed this to work to stream media from the UK to Spain and so did not have time to start all over again with someone else. I bought a TPLink modem which was certified to work with Plusnet.

In April, we set off for Spain and the dropouts continued, whereby the router would lose the signal and occasionally not recover. A friend of mine went over to the house and put in a 24-hour timer as belt and braces – resetting the router every 24 hours. Not ideal but it worked, at least ensuring the unit was operating almost all the time, until July.  The signal had reduced to 5 meg download, 1 meg upload. Bear in mind when reading below this had all worked since April – we’dused the high speed transfer throughout the time we’ve been in Spain – something I seem to have singularly failed to get through to the Plusnet “advisor”. He said that the slowdown was due to rebooting the router – which begged the question – why did it manage high speed from April until June.

I noted the router said that the potential as 80 meg upload and 25 download but also showed considerable errors on download. The BT exchange would no doubt be aware of this and will have likely limited the signal accordingly.

I contacted Plusnet support for help – I spoke to Matt…

at 9:26, Jul 9:

Matt: Good morning, I’m Matt D. How can I help?

Pete: Hi matt – I need help/ If you check our account – you will see we have had dropout issues with the high speed broadband and have implemented a nightly reset of the router. We are in Spain, not at our home in Northumberland where the router sits – but can remote in. We noticed slow access to the UK and yesterday I did a speed test. We should get 80 meg download, 25 meg upload. We are getting 5 meg download, 1 meg upload. Today the results are identical – yet we are being charged for high speed.

There are a large number of errors showing in the router logs so I suspect an exchange issue.

Matt: Speed tests cant be accurately run remotely like that and a nightly reset will reduce the speed the exchange is sending down your line so it would be a good idea to stop that

Pete: Firstly I cannot stop that – I needed to ensure router stays up. Secondly this has worked at high speed since April (we’ve been in Spain since April). I’m using VNC to look at PC at home – trust me – something is limiting the bandwidth to 5Meg and one meg upload… I can see the PC screen at home.

I don’t know when this started -but 1 meg upload would make it impossible to view a movie here in Spain and we watched one only last week so this change has happened only in the last week or so?? or less – I don’t know.

Matt: Resetting the router will reduce the speed profile Peter, your are damaging your own connection by doing that.

Pete: But we have no alternative. If you look at our records no matter how much info I sent you we could not keep the router running reliably – and BT could find nothing. In April to ensure reliable internet we implemented a nightly timer on the router. It has worked since April. Why now…

The router incidentally was a brand new TPLink with specific settings for Plusnet.

The router is reporting correct speed potential. but the actual data rate appears limited to 5 meg.

Matt: While ever you are turning that off we wouldn’t be able to look into any speed issue Peter and we cant support any issues you are having whilst trying to stream from your home computer whilst you are in a different country.

Pete: It is surely of no business what I am using the broadband for – I could be streaming from Bellingham to London – that is NOT the issue – I am screen remoting into the machine in the UK and in a browser THERE – speedtest.net is showing 5 meg download, 1 meg upload.

The overhead for the screen share is minimal and would have no effect on the reading.

From April until only a matter of days ago this was NOT happening.

Matt: Well unfortunate we cant do through any diagnostics with you whilst you are not at the premises Peter so if you get back to us when you are at the premises we can take it form there with you

Pete: I am not back there until October.. this is unacceptable – I have just explained that the high speed internet has been operating since April without any serious issues – and all of a sudden has dropped dramatically – this has nothing to to with Spain – there must be an issue with the line or exchange.

Matt D: NO fault can be raised without going through internal premises checks from Peter

Pete: I can tell you what is happening – what difference does it make if I am physically there. I can even produce records of any outages .

I have a Raspberry Pi keeping track of outages – I know for example that twice in the last 48 hours we’ve lost Internet connectivity.

Matt: Ok Peter we will do the checks now then

Can you remove the cover of your master socket and connect into the test socket please

Pete: Was that an attempt at sarcasm? I did just say I am in Spain!!! I can give you any information – but cannot physically change sockets. The only person who could do that is also here with me.

Matt: And we cannot raise any fault without first ruling out internal issues at the premises Peter

Is there anything else I can help you with today Peter?

Pete: I can tell you that the incoming line goes to a brand new box fitted by BT just before we left – only ONE phone is attached and the lead to the router (and no-where else) is a mere foot or so long. There is very little chance of an issue there.

Matt: Those arnt checks Peter

Pete: I am lost for words at this lack of help. It looks like I have to pay for high speed broadband while not getting it until October. I have no option but to go to the regulator for help. Thanks for nothing Matt.

As it happened my friend managed to help by turning off the timer – leaving only a reset if the unit failed to re-connect after failure.  I then left this until October when we returned to the UK. From there on we’ve been having maybe 2 or 3 breaks a day, sometimes more  -sometimes none – all have been recoverable. In each case, the modem reports that it has disconnected – clarifying that there is no INTERNAL fault – otherwise my PCs etc would not be able to get the page from the modem, a point I seem to be failing to get across as they kept asking me irrelevant questions about WIFI (the unit handling errors is hardwired Ethernet to the modem via the same switch as PCs in the house.

On Monday 17th of October, back in the UK I wrote to Kathryn Cashmore – complaints advisor at Plusnet providing full details of failures and a background update to the problems we’d been having for most of the year. Tony Thompson – another Complaints Advisor came back to me. An appointment was made with BT for 24th October.

The next day a message came back “INTERNAL: MS. Connection reported as DCN, but also sync rate is poor. Estimates and sync rate provided above. Please check on engineer notes and do the needful to ensure all matters resolved. Thanks.”

On 24th October, I reported back to Plusnet to say the engineer had been – BT systems were down for most of that day so the engineer had immense difficulty getting anywhere but line testing he could see nothing wrong – I pointed out to him (again) that, as the fault was intermittent, I was not surprised.

On 25th of October, Complaints Adviser wrote: ” It does appear that the line speed has dropped slightly, but even it were working at 71 Mbps this would still be a little below what we would expect. We are also still seeing some drops in connection as below: ” – I’d been using the TPLINK modem, certified to work with Plusnet –  they were not happy about this and insisted I try another modem. I pointed out that as the problem had started when using their own modem – it was a bit daft to use that. Ultimately they sent a replacement. This was all in place near the start of November and has been since – and  made no difference AT ALL to reliability. CLEARLY none of this has anything to do with modems – not three of them showing the same issue.

I sent many emails when faults occurred – always backed up with stats (though now reduced in detail to simple off-on times as the Plusnet Router is little more than a toy with no proper debugging)…

Throughout all of this – I had feedback which showed that almost all of my logged disconnects were indeed disconnects – agreeing with Plusnet figures.

TonyThompson suggested I try a ping service – but then a later email (20th December) confirmed that their modem does not accept ping requests!!! Great. On more than one occasion, the complaints advisor was somewhat dismissive of 1 minute breaks – seemingly unaware of the modern world of home control and Amazon Alexa  – short breaks often play havoc with this kind of kit.

On the first of March 2017 I was told that an engineer would NOT be able to resolve lots of short breaks and the best they could do was slow down the connection by increasing the signal to noise ratio.  They did not mention this would HALF my speed and yet have no discernible effect on these drop-outs.

On 2nd of March I said I would give this one more shot. I got a reply to say that they had placed an order for a “super stable” connection. Well, that was last week and the only results I can see up to now, a week later, is my speed has gone down to HALF (without any change of price of course) and I’m still getting dropouts – just as before. Nothing has been solved.

I think I have been very patient INDEED but my patience is running out.





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