topic Re: Getting very cheesed off now in Plusnet Feedback

Getting very cheesed off now

glloyd — Sun, 25 Apr 2010 10:43:13 GMT

Since the beginning of December I have had a problem of dropped connections. Plusnet eventually get round to passing the fault to BT who do something at the exchange which fixes the problem for a few weeks before it returns again.
Apart from the annoyance of the fault returning is the delay of Plusnet doing anything when the fault is reported. I phoned on Thurseday and the ticket 33071417 has just sat there. It seems like the previous fault is still not be closed. This is the fourth time this fault has returned and of course each time one is expected to jump through the hoops testing this and that.
I'm due to go into hospital at any time for some serious ops so don't want BB playing up as my wife won't know what to do

Re: Getting very cheesed off now

penfold — Sun, 25 Apr 2010 20:41:05 GMT

I absolutely sympathise, I am in the same situation... see http://community.plus.net/forum/index.php/topic,84889.0.html
I am becoming more and more sure this is ADSL2+ equipment. Never had these issues on ADSL Max, on the older equipment.

Re: Getting very cheesed off now

adamwalker — Mon, 26 Apr 2010 08:19:05 GMT

glloyd,
Sorry to hear that it sounds like you've had a frustrating experience with this. I'm just looking over the history of this problem now including any previous tickets about the same subject and will reply ASAP.

Re: Getting very cheesed off now

glloyd — Mon, 26 Apr 2010 08:26:00 GMT

Thanks Adam. It would help if an engineer who sounded like he knew what he was doing tried to fix it but all they seem interested in is if they can make some sort of connection to the exchange. God know what it must be costing BT in re visits and time wasted.
After spending half an hour testing my line again the last bloke said think yourself lucky your not on this new upto 20 meg lark it's a right problem. I said I was and have been since the trials started, oh dear was his reply. With that he left to go to the exhange never to be seen again.

Re: Getting very cheesed off now

adamwalker — Mon, 26 Apr 2010 09:02:58 GMT

glloyd,
Having checked the history of your issue and the latest updates from BT, although I want to avoid any repeat actions possible to help get this resolved we need to look at another SFI visit.
My reply to ticket 33071417 should help to clarify my reason behind recommending this course of action.

Re: Getting very cheesed off now

glloyd — Mon, 26 Apr 2010 14:41:48 GMT

When do you want to book the visit Adam? I'm available as and when at the moment.

Re: Getting very cheesed off now

adamwalker — Mon, 26 Apr 2010 16:19:24 GMT

Sorry about the delay in getting back to you here.
I've booked an appointment for between 0800 and 1300 tomorrow morning. As per my update on ticket 33071417 the engineer has been given a specific set of instructions to help us progress this fault further.

Re: Getting very cheesed off now

glloyd — Tue, 27 Apr 2010 09:32:39 GMT

Perhaps it would have been better to have sent a butchers dog because it could not have made any more mess of it. We have been left with no phone at all and my BB is now less than half what it was and CS tell me than can do nothing until they get the BT report tomorrow and phone faults take 48 hours anyway. Really bloody fed up with this PN lark. It takes days if not weeks to get faults escalated then when they are this happens.
Is is beyond the realms of common sense or sensibility for someone to pick up the phone to BT and say your engineer has made a cock up get someone back to fix it.

Re: Getting very cheesed off now

adamwalker — Tue, 27 Apr 2010 12:19:58 GMT

glloyd,
This is obviously a concern and needs chasing now. I am on the phone with our suppliers to find out what has happened and will update you shortly

Re: Getting very cheesed off now

adamwalker — Tue, 27 Apr 2010 15:28:27 GMT

As per our phone conversation and the update to your ticket I have raised an escalation with our suppliers to demonstrate the urgency needed to get this dealt with for you.
As promised I will keep chasing for updates and will call you on your mobile with any updates we can get.

Re: Getting very cheesed off now

glloyd — Tue, 27 Apr 2010 21:32:05 GMT

Thank you once again Adam. As we were speaking the telephone was reinstated and BB back to normal speed. However, I am still getting the odd disconnects. I have no idea what if anything has been done as BT did not have the decency to phone as promised.
I can't help feeling that the BT engineers test equipment is out of date and much of what they do is hit and miss. For instance the engineer could not even get a sync on my line using his equipment where as I got nearly 15Meg. What I find almost unbelievable is they leave a job without testing it's working. Thank God they don't service aircraft..

Re: Getting very cheesed off now

adamwalker — Wed, 28 Apr 2010 08:47:40 GMT

As per when I phoned I am glad to see that this issue has now been resolved and your phone and broadband is back up. As agreed lets monitor your connection over the next 48 hours to see how things go from here and I'll come back to you on Friday. A serious complaint has now been raised with regards to you having no phone service for most of the day yesterday.

Re: Getting very cheesed off now

glloyd — Thu, 29 Apr 2010 15:00:13 GMT

So far so good- My link has been stable for about 42 hours so fingers crossed it will stay fixed.
At this point I must thank Adam for the proffesional and caring way he has dealt with my problem. He is a credit to PlusNet who I'm sure could do with a lot more like him. Thank you Adam.

Re: Getting very cheesed off now

adamwalker — Thu, 29 Apr 2010 15:53:15 GMT

Hello George,
Thanks very much indeed for that. I'm glad all seems to be OK at present. Fingers crossed for you in the meantime but I will take another look at this tomorrow for you.
Adam.

Re: Getting very cheesed off now

glloyd — Sun, 09 May 2010 10:14:50 GMT

Unfortunately the pattern continues after a couple of weeks of normality I'm back to dropped connections and decrease in speed. The speed has dropped 5 Meg in a few days.
BT must obviously know what is causing this problem because they fix it and it last a couple of weeks so why can't they make a permanent fix?
The other odd thing about these disconnections is when the router resyncs I can't access the internet, I have to do a power down reboot. At first I thought this was down to the router but I have tried five brand new routers and it's the same with all of them.

Re: Getting very cheesed off now

penfold — Sun, 09 May 2010 19:03:46 GMT

I hope mine dosnt do that, I have stabalised after weeks of instability. Plusnet say BT have done nothing, and all I did was move the phone power socket from the power extension strip to the actual socket itself. ( did this after plusnet asked me to try a bog standard phone, rather than the fancy corded I have, that have answer machine, integral phone book etc, and needs mains power). I have also removed the Homeplugs for the min as well. Got rid of the power strip completely. I suspect then this was probably mains REIN. Heres hoping.......

Re: Getting very cheesed off now

adamwalker — Mon, 10 May 2010 09:33:19 GMT

I'm disappointed to hear that this problem's back again. I've rejected the clear on the fault and have passed it back to BT for diagnostic testing.
I'll let you know what the outcome is as soon as I get a response. From there I'll contact you to discuss where we can take this next.

Re: Getting very cheesed off now

glloyd — Mon, 10 May 2010 09:41:37 GMT

Thanks Adam. I think it started in the same way when there were multi disconnects during the night (Friday I think). From then on I get the odd disconnects and a big drop in speed. It is disappointing because when it's working properly it's a good connection.

Re: Getting very cheesed off now

glloyd — Tue, 11 May 2010 15:18:40 GMT

You have to laugh or you would go mad. The same bod as last time turned up, Took best part of an hour to fit an RF filter that would have taken my 10 minutes. Plugged in his test gear only to find half of it was not working. Plugged in his router which like last time would not sync with the exchange so had to ask me to see if my router would connect and what readings I was getting.
Went off to the exchange to test and reset everything then nothing. The banding has not been removed and I don't have a clue what if anything he did or even if he went to the exchange as he mentioned he had to go to the local school as well. So once again the job has been left half done. At least this time he left the phone working.
So i'm left with my speed half of what it was and and an RF filter I have little confidence was fitted properly. At least he admittted he was not sure what to do to fix the problem and that he was bored and did not like this no ADSL2 stuff as it was a lot of problem.

Re: Getting very cheesed off now

adamwalker — Tue, 11 May 2010 16:31:33 GMT

Hi George,
I won't be able to get the full notes from the visit until tomorrow as we aren't able to request them until after the slot time for the visit has elapsed. I will get straight on this tomorrow morning before reporting back to you with regards to the next steps that can be taken.
I can only hope that the work that has been done is to a satisfactory level and I'm most disappointed to hear that your speeds have dropped somewhat. Please bear with me and I will come back to you tomorrow.