Some Plusnet broadband customers have had to endure frustrating internet speeds for around two months as the provider slowly shifts over to a new network.
Subscribers have reported various problems such as packet loss, high latency and slow connectivity - especially at peak times - as the company moves from its ‘shared’ Wholesale Broadband Managed Connect (WBMC) network to a new ‘dedicated’ one.
The issues are the result of Plusnet having outgrown its old ‘shared’ platform from BTWholesale.
It is believed that the switchover issues will be worthwhile with the new ‘dedicated’ WBMC network giving Plusnet more control over their own bandwidth and routing, while customers will benefit from an improved and more reliable service.
However, the company’s refusal to pin a timescale on the migration has sparked a spike in complaints in recent months and frustrated some subscribers enough to jump ship to another ISP entirely.
User comments on Plusnet’s community forum have described the internet service as ‘completely unacceptable’ and ‘virtually unusable’ with latency issues making online gaming impossible during peak hours. One user said they couldn’t watch 30 seconds of an online stream without the video buffering, even on the lowest quality setting.
In a statement to ISPreview.co.uk, a Plusnet spokesperson refused to provide a completion date for the network update, but they did say: “We are aware that a very small number of our customers may be experiencing packet loss problems with their service. We understand how frustrating this can be and are working hard to resolve the issue.”