Bob, many apologies, I realise that I've not given an update to this which is bad of me. The issue seems to have been resolved. However just before christmas I was caught up with issues with the supplied box, which I believe was down to a faulty chip in the white BT modem. THis was swapped out, but there was an issue with connection speed which was eventually resolved just after christmas. Thanks :)

(oh, and I'm still with Plusnet :)

@Cyberi4n, hi there and sorry to hear you're having problems :(

Cyberi4n:I'm sick of being told the issue is with my equipment when it clearly isn't.

Are we really telling you the issue is with your equipment, or asking you to rule that out as a possibility by trying alternatives? Having said that, if you've already tried multiple routers then it seems odd that we'd still be asking you to swap your kit out. It is pretty critical that we diagnose as much as we can prior to despatching an Openreach engineer though, as the abortive callout fees they can charge if the problem ends up being related to your equipment are pretty substantial.

Cyberi4n:Plusnet, please sort this out for me once and for all, and escalate correctly.

Can you provide me with a fault ticket reference so that I can take a quick look?

i361:Do you also get the same issue if you atttach your computer with network cable to the router? if it is working fine on the cable then the problem is in your router.

I suppose it's unlikely to be the kit if multiple routers have already been tried.

Cyberi4n:I've got a mac and can't for the life of me get the mac to talk to the BT Modem directly, but yes the speed issue is the same regardless of whether I connect to the router via wireless or ethernet cable :(

You should be able to create a PPPoE connection to the VDSL router and bypass the modem. Been a while since I've had to do anything like this on a MAC but there should be a PPPoE tab in your network preferences somewhere.

Best regards,

Bob Pullen
Plusnet Digital Care

I've bought a new router as I was unhappy with the quality of the one they sent me. I've got a mac and can't for the life of me get the mac to talk to the BT Modem directly, but yes the speed issue is the same regardless of whether I connect to the router via wireless or ethernet cable :(

I had the same problem with TT. They router they sent (two times) worked fine on cable but very unreliable with wireless. It dropped connection and speed even sitting in front of it. I resolved it by buying my own router. Do you also get the same issue if you atttach your computer with network cable to the router? if it is working fine on the cable then the problem is in your router.

I'm on the FTTC product, and my speed has slowed right down to under 10Mb. The BT engineer confirmed when he installed the master socket that I was capable of achieving speeds of 40Mb on that line, however the most that PlusNet have been able to supply me is 26Mb.

The current issue is centered around my router dropping connection, and I've been advised to reset the router before raising a line fault. However, and here's the big however, my connection since moving to the new property 8 months ago has always been 'dropping' despite using multiple different routers. I was hoping that moving to the FTTC product in May 2011 would solve this, but apparently not.

I'm sick of being told the issue is with my equipment when it clearly isn't. Plusnet, please sort this out for me once and for all, and escalate correctly. I've been with you for 14 years, (even stuck by you during the awful email problems you had a few years ago) and never have I had so many issues as since I moved to the new property. Please, reward my faithful loyalty by getting my problem fixed and providing me with the service I'm paying you for.