{"id":12373,"date":"2018-02-11T14:20:51","date_gmt":"2018-02-11T14:20:51","guid":{"rendered":"https:\/\/brennigjones.com\/blog\/?p=12373"},"modified":"2021-01-20T13:28:08","modified_gmt":"2021-01-20T13:28:08","slug":"plusnet-bt-good-customer-service-awful-service","status":"publish","type":"post","link":"https:\/\/brennigjones.com\/blog\/?p=12373","title":{"rendered":"Blogathon: 11\/18"},"content":{"rendered":"<p>I have been a loyal and faithful customer of Plusnet (aka BT), for more than 12 years.<\/p>\n<p>Through four house moves, over those dozen years, I have stuck with Plusnet\/BT because I liked their product and their customer service when I needed to speak to them.<\/p>\n<p>I have been a happy subscriber to the Plusnet\/BT Superfast Broadband, until now.<\/p>\n<p>First of all, I am paying for the Superfast Broadband which, according to Plusnet and Openreach is delivering 70Mbs to the house.<\/p>\n<p>Except it isn&#8217;t, as you can plainly see from BTs very own speedtest result:<\/p>\n<figure id=\"attachment_12375\" aria-describedby=\"caption-attachment-12375\" style=\"width: 946px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-12375\" src=\"https:\/\/brennigjones.com\/blog\/wp-content\/uploads\/2018\/02\/Plusnet2018a.jpg\" alt=\"Plusnet lack of speed\" width=\"946\" height=\"451\" srcset=\"https:\/\/brennigjones.com\/blog\/wp-content\/uploads\/2018\/02\/Plusnet2018a.jpg 946w, https:\/\/brennigjones.com\/blog\/wp-content\/uploads\/2018\/02\/Plusnet2018a-300x143.jpg 300w, https:\/\/brennigjones.com\/blog\/wp-content\/uploads\/2018\/02\/Plusnet2018a-768x366.jpg 768w, https:\/\/brennigjones.com\/blog\/wp-content\/uploads\/2018\/02\/Plusnet2018a-150x72.jpg 150w, https:\/\/brennigjones.com\/blog\/wp-content\/uploads\/2018\/02\/Plusnet2018a-250x119.jpg 250w\" sizes=\"auto, (max-width: 946px) 100vw, 946px\" \/><figcaption id=\"caption-attachment-12375\" class=\"wp-caption-text\">Plusnet lack of speed<\/figcaption><\/figure>\n<p>I used to get 70Mbs, but about eight months ago the speed took a hit down to 50Mbs.<\/p>\n<p>A few weeks later it dropped to 38Mbs which is where it&#8217;s been languishing ever since.<\/p>\n<p>To put this in to context, I&#8217;ve lost almost half of my broadband download speed.<\/p>\n<p>Plusnet said the problem is the config, but I&#8217;m using a cable into a router into an Openreach modem.<\/p>\n<p>And that&#8217;s the config that Openreach gave me.<\/p>\n<p>So suddenly that config&#8217;s wrong?<\/p>\n<p>An Openreach engineer attended. He said I should be getting 70Mbs, and successfully tested the download to that speed.<\/p>\n<p>Then he saw me run a speedtest and verified what I am actually getting.<\/p>\n<p>I changed the cable from the laptop to the router. No difference in download.<\/p>\n<p>I changed the router. No difference in download.<\/p>\n<p>He changed my Openreach modem, but that changed also nothing.<\/p>\n<p>As I&#8217;m out of contract (there&#8217;s a reason for this), Plusnet said they couldn&#8217;t help me any further so goodbye and thanks for all the money.<\/p>\n<p>Speaking of money, I&#8217;m paying a couple of quid south of \u00a340\/month for this substandard Superfast broadband.<\/p>\n<p>Why am I out of contract?<\/p>\n<p>Because I shall be moving soon. If I take out a new contract (18 months!), I will have to pay a penalty for early termination.<\/p>\n<p>None of these things is good.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I have been a loyal and faithful customer of Plusnet (aka BT), for more than 12 years. Through four house moves, over those dozen years,<\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-12373","post","type-post","status-publish","format-standard","hentry","category-stuff","two-columns"],"_links":{"self":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/12373","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=12373"}],"version-history":[{"count":0,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/12373\/revisions"}],"wp:attachment":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=12373"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=12373"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=12373"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}