topic Re: Plusnet Support Videos in Plusnet Feedback

Plusnet Support Videos

Oldjim — Tue, 14 Oct 2014 09:56:17 GMT

https://www.youtube.com/watch?v=tKnZUl3kc3Y&index=1&list=PLZx9FPn3_-IWW7WetOtIy8JV4reZCA0MU
I have watched to them and have the following comments
Connection Problems
Noisy line - should include a reference to the quiet line test 17070 option 2
It doesn't cover the case where the user has a faceplate with a built-in filter which is becoming more common
Waiting until the broadband light stops flashing is wrong - it is the Internet Light as even with a solid Broadband Light you will not have a working connection until the Internet Light is green
When connected to the test socket connecting other devices is a total waste of time unless they are connected to the filter in the test socket
It states that when when connected to the test socket other sockets may not be working. It should say "will not be working and if they are there is a problem with the internal wiring"
Speed Problems
This should give instructions for checking the sync speeds on the router and also the Plusnet Current Line Speed as well as the BT speedtest
I have asked this elsewhere but I was under the impression that you can run the BT speedtest on a MAC

Re: Plusnet Support Videos

adamwalker — Tue, 14 Oct 2014 11:42:08 GMT

Hi Jim,
Cheers for sharing your opinion with us re the support videos.

Quote
should include a reference to the quiet line test 17070 option 2

We don't tend to advise the use of that as we can pick up on noisy line issues as part of the faults process. This is covered in the line of questioning used in the fault checker or standard fault checks we go through if you call. Also line tests (again done automatically if BBFC is used or manually if you call and a fault is raised or if it's just affecting your phone service) pick up on this without us needing to ask customers to do additional checks as we want to keep that to a minimum.

Quote
Waiting until the broadband light stops flashing is wrong - it is the Internet Light as even with a solid Broadband Light you will not have a working connection until the Internet Light is green

In the context of what's being mentioned in the video it is appropriate but I agree how that could lead to some confusion so I'll feed that back.

Quote
When connected to the test socket connecting other devices is a total waste of time unless they are connected to the filter in the test socket

Feeding this back too.

Quote
Speed Problems
This should give instructions for checking the sync speeds on the router and also the Plusnet Current Line Speed as well as the BT speedtest

I personally disagree with you on that point Jim, that's the kind of info that may help you mods and helpful customers here on the forums to help each other but it's info we can find from line test results if customers come to us assuming the video hasn't helped.

Quote
I have asked this elsewhere but I was under the impression that you can run the BT speedtest on a MAC

I'm not personally sure so I'll push back on that and I'll pass on some feedback re that too if it is the case.
Cheers for all the feedback on this Jim it's most welcome!

Re: Plusnet Support Videos

Oldjim — Tue, 14 Oct 2014 12:25:24 GMT

You may not have realised it but some DECT phones don't get a dial tone unless a number is dialled - my new Gigaset for example

Re: Plusnet Support Videos

adamwalker — Tue, 14 Oct 2014 12:32:08 GMT

Cheers Jim.

Re: Plusnet Support Videos

TORPC — Tue, 14 Oct 2014 12:34:02 GMT

Cheers for flagging the Gigaset dialtone up OJ as my fairly new one is the same tbh
I can't remember if I mentioned in my post / thread about it (OH... Well Never mind)
Edit:

Looks like I didn't mention it @ the time http://community.plus.net/forum/index.php/topic,123528.msg1118607.html#msg1118607

Re: Plusnet Support Videos

Gel — Tue, 14 Oct 2014 14:27:07 GMT

Quote from: Oldjim
You may not have realised it but some DECT phones don't get a dial tone unless a number is dialled - my new Gigaset for example

JIM
On mine(Gigaset) you just need to hold green button in, and dial tone can be heard; pressing again, takes it to loudspeaker setting

Re: Plusnet Support Videos

Oldjim — Tue, 14 Oct 2014 14:38:11 GMT

Does too - should I have read the instructions

Re: Plusnet Support Videos

Strat — Tue, 14 Oct 2014 14:38:42 GMT

Quote from: Gel
On mine(Gigaset) you just need to hold green button in, and dial tone can be heard

So it does
Must have missed that bit.

Re: Plusnet Support Videos

Oldjim — Tue, 14 Oct 2014 14:55:40 GMT

Re MAC and BT speedtest
More info here http://community.plus.net/forum/index.php/topic,132887.0.html

Re: Plusnet Support Videos

TORPC — Tue, 14 Oct 2014 15:03:09 GMT

Quote from: Strat
Quote from: Gel
On mine(Gigaset) you just need to hold green button in, and dial tone can be heard

So it does
Must have missed that bit.

+1 & a big thank you, as I had also missed that