Ongoing technical problems at gaffe-prone Plusnet are leaving customers unable to stream videos or play games.
According to the outfit's forum, the problems first began to appear yesterday. However, Plusnet also encountered packet loss problems earlier this month.
One customer wrote to The Register to complain: "There is no way of getting through to Plusnet support, with waiting times on the phone of anywhere between 30 minutes and an hour, no matter what time of day.
"Livechat is frequently offline,” continued our source. “And even if you were to get through to them their canned message tells you that any fault will take at least 5 working days to fix. The only ray of light is that my contract is up for renewal...”
As per usual, customers took to Twitter to moan:
@plusnethelp has your live chat gone on your site gone down? My broadband not been working for three days and desperately trying to sort— Gemma Hepworth (@gemmahep) September 23, 2016
HELP am @plusnethelp customer can get on Bbc & itv websites but no others, doing this on my mobile, Plusnet no help— steve foster art50 (@stevenfoster4) September 23, 2016
A spokeswoman from Plusnet said: "Our engineers have been working really hard to resolve the packet loss issue a small number of our customers have been experiencing. Changes are being carried out and we believe we are close to a fix. We’re really sorry for any inconvenience this has caused and would like to thank our customers for their continued patience and will keep them updated."
In June, Plusnet announced it was increasing its download speeds from 38Mb to 52Mb for Unlimited Fibre broadband customers. However, some customers were miffed by the simultaneous upload speeds being reduced from "up to 19Mb" to "up to 9.4Mb".
Customers have previously criticised the company for its lack of support for encrypted email sending and retrieval using an email client. This is essential for modern-day Internet security.
One customer wrote to Plusnet’s CEO to complain: "This is essential for modern day Internet security. This has been mentioned on the Plusnet forum many times; the latest thread is here. This particular thread has had over 23,000 views and is a topic that concerns many… I am at a loss to understand why something quite so important is being ignored.”
In a response to the customer, seen by The Register, Plusnet said: "Thank you for your recent letter. I can assure you that this is something we are working on, however you are correct this is not something we are fully focused on. This is because the email service we provide is a basic email service and free to our customers when they take broadband.”
“Primarily we are an ISP,” said the firm, “and we do suggest to our customers to look at a dedicated email provider if they want to look at something more encrypted or secure.” ®