topic Re: forum plusnet reps in Plusnet Feedback

forum plusnet reps

chrcoluk — Tue, 02 Sep 2014 13:39:51 GMT

I sent couple of pm's and made a post but noone replied, is the forum support been dropped?
Although a plusnet staff member did end up proceeding my ticket yesterday I would appreciate if it can be checked if there is an update today please, even tho it may take 72 hours.

Re: forum plusnet reps

LinnPlusnet — Tue, 02 Sep 2014 13:51:36 GMT

Hi chrcoluk,
Who were the PM's sent to and where was the post?
We still officially cover the Forums between 9:00 - 17:30 Monday - Friday and you may find that we occasionally nip in over the weekends "off the clock".
I'll check over your account now to see what's happening and update you on there shortly.

Re: forum plusnet reps

chrcoluk — Tue, 02 Sep 2014 14:55:54 GMT

ok I replied to the ticket, I still need the fault persued as speed is still low compared toprevious speed and estimate, I already gave availability and preferred time.
PM's were sent to chris purvey and adamC
Post is here.
http://community.plus.net/forum/index.php/topic,131318.msg1145223.html#msg1145223
thanks

Re: forum plusnet reps

LinnPlusnet — Tue, 02 Sep 2014 15:52:51 GMT

Thanks for the info.
Really sorry we seem to have missed the post - it was a crazy Monday following the issues on Friday
Just to make you aware, Chris Purvey no longer works within this department of the business - hasn't done so since the 15th of August. Adam C hadn't had a chance to pick up some of his PM's as PM's are not on our normal workflow and don't get prioritised as such but he apologises all the same.
Thanks for your time on the phone just now

Re: forum plusnet reps

chrcoluk — Wed, 03 Sep 2014 09:32:07 GMT

Ok Linn please look into today this stuck openreach issue, seems one thing after another delaying it.

Re: forum plusnet reps

LinnPlusnet — Wed, 03 Sep 2014 10:19:29 GMT

The engineer's appointment has been booked for tomorrow 04/09/2014 between 8AM and 1PM. Just awaiting confirmation from Openreach that it's been accepted. I'll update you as soon as this is received.

Re: forum plusnet reps

chrcoluk — Wed, 03 Sep 2014 10:34:34 GMT

ok thanks for the sms and booking it.

Re: forum plusnet reps

LinnPlusnet — Wed, 03 Sep 2014 15:08:13 GMT

The appointment's been confirmed now so the engineer is going to be attending tomorrow between 8AM and 1PM.

Re: forum plusnet reps

chrcoluk — Thu, 04 Sep 2014 12:11:36 GMT

I am updating my ticket as again was a wasted callout, engineer admitted is an issue but apparently he couldnt do any visible checks, my line has failed on openreach's own guidelines, so they should be prepared to deal with it.

Re: forum plusnet reps

chrcoluk — Fri, 05 Sep 2014 09:55:23 GMT

any updates please?

Re: forum plusnet reps

DanHodby — Fri, 05 Sep 2014 12:53:39 GMT

Hi chrcoluk,
I've asked a member of our faults team to pick this up today.
Sorry for the delay.
Dan

Re: forum plusnet reps

chrcoluk — Fri, 05 Sep 2014 13:02:58 GMT

ok thanks

Re: forum plusnet reps

chrcoluk — Fri, 05 Sep 2014 16:40:32 GMT

disappointed, are plusnet siding with openreach here?
no reply to my ticket am now browsing on 3G as it seems service is completely down, my service is faulty as per openreach's own guidelines. Openreach have made no attempt to fix the fault instead just leaving my property refusing to do physical work.
If openreach refuse to fix the service I will just order a new line but my obligation to pay for the existing service with openreach breaching the contract I will have to dispute.

Re: forum plusnet reps

Townman — Fri, 05 Sep 2014 18:28:35 GMT

Quote from: chrcoluk
Openreach have made no attempt to fix the fault instead just leaving my property refusing to do physical work.

What is the complete story here? Exactly what did they say and why? This rather sounds like work being needed to be done elsewhere.

Re: forum plusnet reps

chrcoluk — Fri, 05 Sep 2014 20:13:14 GMT

ok as an update, my call to tech support ended up getting escalated and I got a call back and something hopefully will be done next week.

Re: forum plusnet reps

Townman — Fri, 05 Sep 2014 20:20:26 GMT

That is positive news - hope your issue is soon fixed.

Re: forum plusnet reps

chrcoluk — Wed, 10 Sep 2014 11:03:09 GMT

My install engineer turned up. Didn't even need to tell him much, he seen 45meg come up on his jdsu and aborted the tests, went looking for a better pair, and he also swapped my entire NTE5 and faceplate.
I am up to 73meg now which is good enough, glad it got sorted eventually. My last 40m or so of cable is actually ali which might explain some of the issues as well.

Re: forum plusnet reps

chrcoluk — Thu, 11 Sep 2014 10:50:23 GMT

I will update the ticket as well but so far so good since the last engineer, speed back up to over my estimate and no outage last night, the error rate on the line is also much lower, about 10% of previous before fault.

Re: forum plusnet reps

chrcoluk — Thu, 11 Sep 2014 23:28:16 GMT

line did go down earlier in evening sadly, it must have been a very quick up down but sync was lost.