topic Re: when will they git right in Plusnet Feedback

when will they git right

wildorchid02 — Thu, 05 May 2011 22:21:19 GMT

Beware chaging to fibre 2 hours they said, now 9 days, infact beware of changing to plusnet from BT that took 17 days to get the broadband back and we lost the phone for 14 days.
And they have the ordasity to say our situation is very rare!
Lets find out?

Re: when will they git right

sixthprawn — Thu, 05 May 2011 22:45:26 GMT

I went from tt to pn and it took a few hours, maybe i was lucky...

Re: when will they git right

phil4 — Fri, 06 May 2011 05:24:45 GMT

Changed to fibre here, no problems done in a couple of hours.
Don't forget most of the work in changing to fibre is done by BT, so perversely your gripe is more about BT being hopeless, and PN perhaps not having much control over them.

Re: when will they git right

adamwalker — Fri, 06 May 2011 08:34:55 GMT

Quote
infact beware of changing to plusnet from BT that took 17 days to get the broadband back and we lost the phone for 14 days.

I'm going to stick my neck out and say that this is definitely not typical of a fibre installation. I will look into this for you and come to you with more information ASAP.

Re: when will they git right

adamwalker — Fri, 06 May 2011 09:07:36 GMT

Hi again,
I've just looked into this issue and one of our most experienced and knowledgeable faults agents has already taken ownership of this case so I'm confident that you will get resolution soon.
I will be having a chat with them to make them aware that you have raised this issue here and I'll get updates to you ASAP.

Adam.

Re: when will they git right

lexusuk — Fri, 06 May 2011 15:19:39 GMT

Following the engineer visit this morning your fault appears to be resolved and your connection is back up and running. Apologies for the confusion about the engineer booking. We expected the engineer visit to fail as we had a system issue with your fault. Luckily I had the appointment built manually when booked so it went through regardless. *phew*
Just a piece of advice, having double checked your connection this afternoon I can see that your connection is disconnecting at 5 minute intervals. This is due to the idle timeout setting on your Netgear WNR1000v3 router. We'd recommend that you disable this option. In order to correct this you should:
- Enter the address http://192.168.1.1/ in to your web browser. You will be prompted for a username and password.
- The details are as follows:
User: admin
Pass: password
- Once logged in click on "Basic Settings". This is in the column of options is on the left hand side. "Basic Settings" is at the top of the list.
- Once on the "Basic Settings" screen you need to find the option called "Connection Mode". Change this option to "Always On" and click "Apply" at the bottom of the page.
Idle Timeout is now disabled. If you experience any further issues please do not hesitate to contact us.

Re: when will they git right

adamwalker — Fri, 06 May 2011 16:16:37 GMT

Thanks a lot for the detailed update Alex.
wildorchid02, please do shout up if you have any more problems.
Adam.