topic Re: Fault Team Refusing to Call Me Back in Plusnet Feedback

Fault Team Refusing to Call Me Back

sea138 — Tue, 19 Oct 2010 00:29:17 GMT

Had a BT engineer visit on 7 October following a period of heavy disconnections - up to 20 in a few hours. They couldn't find any faults, despite not inspecting the cabling outside of my property! Plusnet has restricted my connection speed and instead of connecting at 5.5mb I can now only connect at 2. However, the fault team claimed the speeds would be reset from 24 to 72 hours after 14 October, but have seen no difference. Despite calling the support desk on numerous occasions over the past few days, with promises to ensure they would call me back, I have heard nothing. This is the last addition to my ticket, with no attempt to update since;
We have added your line to a trial with BT which allows us to disable the dynamic line management system in your local exchange for your line. This means we can choose how your line is configured manually. I have set the line to optimise the speed of the connection and this will cause your sync rate to increase during the course of the next 24 hours. Although the line sync speed will improved immediately once the profile change goes through it can take up to 72 hours for you to notice a difference in speed at your side. This is due to the time it takes for the line speed profiles on both BT systems at the exchange and speed profiles on our network to synchronise. We will now monitor your line to ensure this completes successfully and will contact you to confirm.
Could somebody start treating me with the customer service which you claim to have on your current tv and radio advertising campaigns.

Re: Fault Team Refusing to Call Me Back

adamwalker — Tue, 19 Oct 2010 08:34:42 GMT

sea138,
I'm sorry to hear that this issue is taking a while to resolve. I'll intervene and do what I can get get some more attention and urgency given to your fault.
After looking at the notes on your ticket I would argue that no one has refused to call you but I can identify at least a couple of points in time where picking up the phone would have been the best thing to do.
I'll begin dealing with your fault now and will ensure someone gets in touch by phone today.
Adam.

Re: Fault Team Refusing to Call Me Back

adamwalker — Tue, 19 Oct 2010 14:18:26 GMT

This is just a quick update to say that your fault has been directly assigned to a member of the faults team for ownership so we'll keep you updated.

Re: Fault Team Refusing to Call Me Back

sea138 — Tue, 19 Oct 2010 22:05:26 GMT

Well a fat lot of good that promise did - yet again a promise that somebody would call me that day and nobody did. At least this is in writing this time for the whole www to view.
And why, so many days on, has nobody had the problem assigned to them?!
Beware all plunet customers - if you get a fault, the relevant team WILL refuse to take it seriously and WILL NOT call you back as promised.
Disgusting. Absolutely disgusting.

Re: Fault Team Refusing to Call Me Back

Chris — Wed, 20 Oct 2010 08:08:59 GMT

Sorry that you didn't receive a call, let me catch up with the agent who has taken this on as they have left a note on your account which says 'As per my message', so it may be that he's tried to call and leave a voicemail. He's also said he'll call you again today.

Re: Fault Team Refusing to Call Me Back

jelv — Wed, 20 Oct 2010 08:32:42 GMT

@sea138 It would be worth you double checking that the telephone numbers shown against you account details are correct.

Re: Fault Team Refusing to Call Me Back

sea138 — Thu, 21 Oct 2010 00:52:23 GMT

Turns out, despite during nearly every one of my 20+ calls to the support desk that I asked them to call on my mobile, they were calling my home number!
Still no improvement despite the claims.......what have you done to my connection speed?!

Re: Fault Team Refusing to Call Me Back

orbrey — Thu, 21 Oct 2010 08:16:41 GMT

Hi Sea138,
It looks from your tickets that one of our faults agents has taken personal control of this issue as of the afternoon of the 19th and in fact states that a voice mail was left on your mobile number as well as your land line number at around 6pm yesterday.
Your profile should now have updated as per the other open ticket on your account, sometimes it's necessary to reboot the router in order to pick up the change - have you tried this since the profile updated late last night/early this morning?

Re: Fault Team Refusing to Call Me Back

sea138 — Tue, 02 Nov 2010 23:27:19 GMT

Why are you still ignoring my tickets? The disconnections are still happening and noone has bothered to reply to me since my request of three days ago.

Re: Fault Team Refusing to Call Me Back

orbrey — Wed, 03 Nov 2010 10:45:39 GMT

Hi sea138,
I can see the connection's gone intermittent again, I'm just testing this for you now and will get it reraised. I'll also make sure someone on the faults team takes ownership of this for you.
I'm sorry we didn't pick up on that and will certainly be chasing it with the faults team.
I assume the issue is still the same with the router in the master or test socket and everything else removed from the line? I realise you've tried this before but as the previous fault has now been closed it'll be treated as a separate fault from the last one even if it is a continuation of the same problem, so the same tests are required again I'm afraid.

Re: Fault Team Refusing to Call Me Back

Dom — Wed, 03 Nov 2010 12:41:12 GMT

If you don't mind, if/when you find a resolution to the problem, could you post it here? It sounds familiar to a problem we've been having for the last few months, so any info on causes/resolutions might help me figure out what's wrong with our line. Cheers!

Re: Fault Team Refusing to Call Me Back

sea138 — Wed, 03 Nov 2010 13:37:54 GMT

Why has the original fault been closed? That is SCANDALOUS without my authority!!!
dick:red All caps post edited as per forum rules

Re: Fault Team Refusing to Call Me Back

Dom — Wed, 03 Nov 2010 13:44:11 GMT

From my experience the tickets get closed automatically after a few days of inactivity. However, I think PN send out an email letting you know that the ticket will be closed within such-and-such a time frame if they don't hear from you.

Re: Fault Team Refusing to Call Me Back

orbrey — Wed, 03 Nov 2010 13:46:39 GMT

Hi sea138,
As has been mentioned several times on these forums, there's a 5 day timeout on all faults we raise to our supplier (that's not the ticket, it's the fault itself). If we don't advise that the fault is ongoing within 5 days, the fault is automatically closed. As you advised on the 21st October on your ticket that you were satisfied with your speeds of over 8Mb/s the fault has timed out of its own accord I'm afraid.

Re: Fault Team Refusing to Call Me Back

Dom — Wed, 03 Nov 2010 14:03:51 GMT

I'd donate a child for speeds of over 8Mbps.

Re: Fault Team Refusing to Call Me Back

pierre_pierre — Wed, 03 Nov 2010 14:31:39 GMT

it would help if you didnt post in two places, Matt & JoJo are both looking at the same problem http://community.plus.net/forum/index.php/topic,88262.msg753655.html#msg753655

Re: Fault Team Refusing to Call Me Back

jojopillo — Wed, 03 Nov 2010 14:37:18 GMT

Thanks pierre for that I was just about to pop in and say the same thing.
@sea138 If you could reply to the post I made this morning I'll be happy to follow it up for you.
Jojo

Re: Fault Team Refusing to Call Me Back

sea138 — Mon, 08 Nov 2010 12:50:56 GMT

pierre - if posting in two places means that two people are looking into my problem, then that has got to be better than the usual noone looking into it! You can assist them too if you like, rather than being unhelful and telling members how to post on the forums!!
I'd be happy with speeds of 2mb if it meant I wasn't being disconnected up to 10 times in 10 minutes. The problem seems to go away for a few days then returns with a vengeance. I can't believe noone can find the problem.
If the problem is ever resolved, which I suspect it won't be, I will post it here. I may have to now move to another provider and if the problem is still there with them, then hopefuly they'll take the matter a lot more seriously.
I rather suspect this massive advertising campaign Plusnet is undertaking is concentrating their time and efforts to roping in poor unsuspecting customers from other providers.

Re: Fault Team Refusing to Call Me Back

jelv — Mon, 08 Nov 2010 14:14:07 GMT

Oh great!
I read one of your posts and take some of my time making a reply in blissful ignorance that you have posted the same thing elsewhere and someone has already posted the same suggestion. You could have replied to that suggestion which makes the post I'm about to make irrelevant.
Moderators: Is there a way we can set ignore against certain posters? I'm not going to waste my time helping people who can't abide by the simple forum rules.

Re: Fault Team Refusing to Call Me Back

adamwalker — Tue, 09 Nov 2010 09:45:48 GMT

For anyone who is unaware discussion about this issue is continuing on this thread:
http://community.plus.net/forum/index.php/topic,88262.16.html

Quote
pierre - if posting in two places means that two people are looking into my problem, then that has got to be better than the usual noone looking into it! You can assist them too if you like, rather than being unhelful and telling members how to post on the forums!!

Unfortunately it doesn't mean that as we do co-ordinate with each other when working through the forums, however we will make sure that your issue gets the attention it deserves.