PlusNet customers offered refund

Some customers of Sheffield-based ISP PlusNet have been offered refunds for problems with their connection speeds over the past month.

An email was sent to subscribers to the company's Broadband Plus package, which suffered "slower than acceptable speeds" in some periods during February. This was caused by a lack of available bandwidth at peak times.

"Broadband Plus pays for approximately an 18 per cent share of our network at peak times and during December and January was using up to 25 per cent which was impacting [other] customers... we re-balanced our platform [which]... caused slower than acceptable speeds for some Plus customers," PlusNet's email stated.

PlusNet said that it had solved the bandwidth issue by buying more capacity from BT and also offered to refund February's subscription fees to Broadband Plus customers provided they can prove that they encountered connection speed problems. They must also meet other criteria, including not having exceeded download limits.

Anyone seeking a refund should "supply a web address or screen-grab to a speed test such from the PlusNet Speedtest, ThinkBroadband, Speedtest.net or BBMax showing a speed of less than 25 per cent of your line profile speed as assigned by BT between 1 and 22 February," the email said.

Claims should be made before 16 March.

http://www.plus.net/

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