topic Re: We Need Better Fault support and no DLM please in Plusnet Feedback

We Need Better Fault support and no DLM please

ctech500 — Thu, 27 May 2010 11:36:22 GMT

Hi
I have a fault with my service constant disconnections etc. I was patient and went through the motions after a week and 3 Days I contacted CS who said that the banding can now be removed. because i had 72 hours of solid connection
This was done done, and my connection rate was "Normal" but the BT profile stayed the same for 2 days I contacted CS to inform them and was told that I have wait 3 for the profile change!!!
As soon as I put the phone down. MY BB disconnected and I am back on a Banded Profile. I phoned back and tried in vain to speak to someone in the faults team but they don't talk to customers. any I was told that they would call me. which means waiting like a Muppet for another two weeks. there should be a contact number for customers who have faults that have been escalated. 9 times out 10 the tickets are NOT updated when I call CS if the CS REP doesn't update a ticket when I call how the hell can problems get sorted. or is it company policy to fob people off now
I have ad it with DLM. Any suggestions for a good LLU provider.
ticket ID: 33408428

Re: We Need Better Fault support and no DLM please

jelv — Thu, 27 May 2010 11:41:28 GMT

Who's available at your exchange?

Re: We Need Better Fault support and no DLM please

ctech500 — Thu, 27 May 2010 11:58:04 GMT

If you mean LLU then there's
AOL:
O2 / Be:
C&W / Bulldog:
Orange:
Sky / Easynet:
TalkTalk (CPW):

Re: We Need Better Fault support and no DLM please

James — Thu, 27 May 2010 12:00:13 GMT

Hiya,
I've just dropped a quick reply to your other post - one of our faults guys is looking into this for you now.

Re: We Need Better Fault support and no DLM please

ctech500 — Thu, 27 May 2010 12:53:42 GMT

Thanks James,
The faults team are talking to me now

Re: We Need Better Fault support and no DLM please

jelv — Thu, 27 May 2010 13:03:37 GMT

O2/Be are the best bet - either them directly or someone who offers a connection over their network, e.g. Andrews & Arnold

Re: We Need Better Fault support and no DLM please

ctech500 — Thu, 27 May 2010 13:46:41 GMT

Yeah I heard some good things about BE. They were making noises about ADSL Bonding a while back. not sure if they are deploying it though
Andrews & Arnold not sure about them If you're on a BT Backhaul with them you inherit DLM
TBH Plusnet did raise reservation about DLM in particular Banded Profiles to their "Provider" as I recall it seem to fall on deaf ears.
In this instance my frustration is with the Providers provider BTW.

Re: We Need Better Fault support and no DLM please

James — Thu, 27 May 2010 13:52:48 GMT

Thanks.
I believe Rami managed to get BT to turn off your line banding again. Hopefully it'll stay off for a bit longer this time!

Re: We Need Better Fault support and no DLM please

jelv — Thu, 27 May 2010 16:34:16 GMT

Quote from: ctech500
Andrews & Arnold not sure about them If you're on a BT Backhaul with them you inherit DLM

A&A give the choice of BT or Be - with Be the base cost is higher, but you get far higher allowances and additional usage is a fraction of the cost.
(Incidentally they also charge a lot less for people on 21CN connections than those on 20CN. ISPs who are shifting loads of people over to 21CN and then still charging the same are making a nice profit!)

Re: We Need Better Fault support and no DLM please

ctech500 — Thu, 27 May 2010 20:06:29 GMT

Hmm interesting, but you be careful jelv giving away inside info. might get you in trouble (a horse's head in the bed springs to mind)