topic Re: Why is my fault fibre optic not being fixed? in Plusnet Feedback

Why is my fault fibre optic not being fixed?

johnnyhelly — Sat, 12 Jul 2014 10:57:47 GMT

My fibre optic has been really slow for over a week now and no one at Plusnet is doing anything about it.
I was getting 50+ mbps up until about a week ago but have only had between 1.60 and 3 mbps over the last 8 or 9 days. I reported the fault and nothing has been done about it. It is still really slow about 2.5 mbps this morning. I am not happy with your service.

Re: Why is my fault fibre optic not being fixed?

Luzern — Sun, 13 Jul 2014 21:36:53 GMT

You don't say if you have actually brought the matter to PN's attention! If you haven't, they're not psychic!

Re: Why is my fault fibre optic not being fixed?

ReedRichards — Sun, 13 Jul 2014 22:53:32 GMT

Quote from: johnnyhelly
...I reported the fault and nothing has been done about it.

I would have thought that was clear enough. What isn't stated is how long johnnyhelly has been waiting for a response.

Re: Why is my fault fibre optic not being fixed?

johnnyhelly — Mon, 14 Jul 2014 07:53:01 GMT

I reported the fault via the Help Assistant on the 9th July and have still not heard anything. I have been updating the message with speed test results but still nothing. That is not good service. I have been getting between 1.6 mbps and 22 mbps over the last week or so. This morning it is just 2.51 mbps download - 3 mbps upload. This happened before and when they fixed it then I was getting 52+ mbps.
I thought that I would come on here and that someone from PN would reply and help but nothing on here as well.

Re: Why is my fault fibre optic not being fixed?

PeterLoftus — Mon, 14 Jul 2014 07:57:14 GMT

If you update your "message" I believe it goes to the back of the queue!

Re: Why is my fault fibre optic not being fixed?

adamwalker — Mon, 14 Jul 2014 08:08:26 GMT

Sorry to hear about the speed issue johnnyhelly
I've updated ticket 88306612 with some advice for you re reporting the fault formally.

Re: Why is my fault fibre optic not being fixed?

johnnyhelly — Mon, 14 Jul 2014 08:43:33 GMT

Hi Adam
Thanks for your reply.
I followed your instructions and got the following message..
Your Response
9:34am, Monday 14 Jul 2014
Broadband Troubleshooter error
There's been a problem with our automated troubleshooting process.
Don't worry, our Faults Team will investigate it and be in touch. We'll aim to contact you within 24 hours.
[INTERNAL]Failure of Circuit Check
I find your system very frustrating to use.
Thanks for your help and I hope the fault is sorted quickly now.

Re: Why is my fault fibre optic not being fixed?

Luzern — Mon, 14 Jul 2014 10:46:06 GMT

Quote from: ReedRichards
Quote from: johnnyhelly
...I reported the fault and nothing has been done about it.

I would have thought that was clear enough. What isn't stated is how long johnnyhelly has been waiting for a response.

Sorry OP! that's what comes posting late after struggles transferring data from old mobile to new smart. My tail is lodged firmly hidden.

Re: Why is my fault fibre optic not being fixed?

johnnyhelly — Mon, 14 Jul 2014 11:01:22 GMT

@Lucerne
No probs 🙂

Re: Why is my fault fibre optic not being fixed?

johnnyhelly — Tue, 15 Jul 2014 07:29:59 GMT

Still nothing! No reply even after I 'reported the fault formally' and BT speed test this morning. 2.79 mbps download - 3.44 mbps upload.
As for my feedback: Not great service.

Re: Why is my fault fibre optic not being fixed?

adamwalker — Tue, 15 Jul 2014 08:56:22 GMT

I'll do my best to see if our faults team can pick this up sooner but please bear in mind we aim to pick up faults within 72 hours of them being raised to us.

Re: Why is my fault fibre optic not being fixed?

johnnyhelly — Tue, 15 Jul 2014 10:34:21 GMT

Thanks for your reply Adam and I'm sorry I didn't realise I had to wait 72 hours. When I reported the fault it said "Faults Team will investigate it and be in touch. We'll aim to contact you within 24 hours" so I assumed it would be within 24 hours.
I will continue to wait.

Re: Why is my fault fibre optic not being fixed?

johnnyhelly — Thu, 17 Jul 2014 10:44:59 GMT

Still no luck and I'm still waiting.
A bit better today. 22.29 mbps download and 13.51 upload.
But still not fixed.

Re: Why is my fault fibre optic not being fixed?

adamwalker — Thu, 17 Jul 2014 11:03:04 GMT

@johnnyhelly
I'm sorry to see we haven't picked this up yet.
I've flagged your ticket to our faults team so someone should be responding before the end of the day.
Thanks a lot for your patience.