topic Re: Recenlty joined PlusNet from BT - I think I've made a big mistake in Plusnet Feedback

Recenlty joined PlusNet from BT - I think I've made a big mistake

MadScientist — Mon, 04 Nov 2013 15:37:52 GMT

I recently moved to PlusNet from BT and I’m afraid my experience to date has been far from positive.
After the 10-day period for the broadband speed to settle down, I was experiencing the occasional dropped connection about one every 72 hours. Not too serious but a bit annoying since it never occurred with BT. I reported this and about a week later (on 30th Oct-13) I got a message from PlusNet Support informing me that some modifications were being made to the settings on my line to improve matters. Later that day, I completely lost broadband and a fault on the line was reported on the 31st Oct (early am)
Five days later, I STILL have no broadband connection.
I have exhaustively ruled out a fault with my equipment (re-input router settings many times, reset router, tried a different router) and am confident that the fault does not lie at my end. The ‘BT_test@startup_domain’ also fails to connect.
After several contacts with PlusNet Support (wasting 10s of minutes on hold) I’m not clear if anything is being done to address the problem. I’m afraid my patience is running out with the lack of meaning communication
A presently very unhappy customer.

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

Pettitto — Mon, 04 Nov 2013 15:49:23 GMT

Hi MadScientist,
I'm really sorry for the poor start that you have endured with us so far. I'm just going to take a look over your connection now to see what's causing the problem here. We're aware of an issue on our suppliers side which is dropping the connection following a modify order which is causing a few problems. I'll do everything I can to get the service restored as soon as possible.
I'll post back once I have a little more information for you.

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

MadScientist — Mon, 04 Nov 2013 15:54:26 GMT

Hi Chris,
Many thanks for quick reply (faster than phoning). Anything you can do to speed up resolution of the issue would be greatly appreciated.
MS

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

Pettitto — Mon, 04 Nov 2013 15:56:48 GMT

Absolutely no problem.
I'm on with our suppliers now to see what we can do to resolve this issue for you as quickly and as painlessly as possible for you.

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

Pettitto — Mon, 04 Nov 2013 16:05:08 GMT

Can you please log into your router and re-enter your details and try to reconnect to the service please?

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

MadScientist — Mon, 04 Nov 2013 16:09:29 GMT

Hi Chris
I'm afraid I can't as I'm not at home at present (other half also out). It may be an hour or so before anyone can do the router reboot (I actually have a separate modem and router)
MS

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

Pettitto — Mon, 04 Nov 2013 16:17:29 GMT

No problem - I've got a graph which shows that the connection has come back up:
<img src="http://community.plus.net/visualradius/generated/image13835816641837.png"/>
So, next, ideally we need to look at your connection as you mentioned it was dropping. I think, ideally, we could do with giving the line a few days to settle in now you're back up and running, if you're happy to do that?

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

MadScientist — Mon, 04 Nov 2013 16:22:10 GMT

As long as it's back up, I'm more than happy
MS

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

Pettitto — Mon, 04 Nov 2013 16:37:14 GMT

Excellent - please let us know if we can be of any further help

Re: Recenlty joined PlusNet from BT - I think I've made a big mistake

MadScientist — Mon, 04 Nov 2013 17:13:26 GMT

Confirmed back up. Thank you.