Mr Pullen,
Please can you tell the general user, in simple terms, and without all the jargon and TLA's just what is going on with Plus Net performance. It does not seem to be getting any better. The problems with being able to log on in the first place when using a simple USB router appear to be spreading and in some instances it is impossible for your customers to access the network for whole days or more. Tickets are not answered satisfactorily and it is still impossible to make contact by phone, just like in the summer.
Personally I have moved to using a wireless router and the connection issues have been mitigated as this stays on all the time, but my 85 year old father, who I persuaded to use PlusNet remains on a simple USB modem that is only powered when he is using the PC and hence finds that since early October when the (lack of)connection problems started he has been unable to make any sensible use of his connection without much frustration. As his "support engineer" operating from afar I too am finding it very difficult to help him solve the problems and we are both becoming increasingly fed up with PlusNet performance.
The speed issues that I experienced earlier in the summer remain unresolved and an "up to 8Mb" connection continues to operate at less than 10% of that value (typically 500Kb) even when BT and others say I should be able to get at least 3Mb
Your recent email to customers seemed to be operating in a different world from where we are.

Hi - Just wanted to answer a couple of things from this:
- I'm not aware of the widespread connection issues with USB modems you report (Although I'm not saying it isn't happening, it just isn't on my radar). There could be many causes of this, but I'm at a loss to pin the blame on one thing. What errors do people see here?
- I personally see the support team operating a lot more effectively now. We are not there yet, and I agree that there are still tickets that aren't getting good enough answers, however generally I'm seeing many fewer complaints than we were a few months ago, and call waiting times even following the improvements to our Auto-Attendant (Which made it a lot easier to talk to someone) the average waiting time is down by a lot. It's been rare to see it go above 25 mins this week, and often I've walked through the support centre and it's been below ten mins. That is in contrast to times in the last 6 months when waiting was over an hour. As we bring in more support staff from our graduation bay to mainstream support (We should have 19 more people on the phones by the end of this month than we had at the beginning of last month), this can only get better.
- In terms of speeds, it really is worth getting some more detail, because there are 3 or 4 reasons why you might be getting a poor speed. Depending on what is wrong we can either fix this easily, or at least advise about where the problem lies. It's all to easy to generalise and say that everything is PlusNet's fault, but that is only doing an disservice to yourself, when there could be an easy fix with a bit of sustained investigation.
Ian