topic Re: internet failure in Plusnet Feedback

internet failure

foodcritic — Fri, 20 Mar 2015 06:00:01 GMT

My broadband went down in the early hours of 17/3/15 and after carrying out all the tests to see if i could repair it(unsuccessfully) I reported it at 6.30 a.m. I was given an automated reply saying it can take up to 24 hours for it to investigated. After this had expired i called the helpline only to be informed that no-one would look at the problem until after 72 hours and this was standard procedure!!!!
What great technical assistance that is, NOT!!!!!

Re: internet failure

plusnettony — Fri, 20 Mar 2015 10:20:08 GMT

I'm sorry for the delay in answering your ticket. I've run a line test and not found any particular fault.
The fault has come through as authentication, can you confirm this is correct and what errors you get? We generally require an engineer with fibre faults but hopefully there is something quick that we can advise of which may assist.
For instance, trying a PPPOE connection directly to the modem would rule out the router being a problem (see this page for guidance).

Re: internet failure

foodcritic — Fri, 20 Mar 2015 20:25:29 GMT

I have just come off the phone to a technical guy and he has not been able to resolve my problem. What bothers me even more is that if I had not called the helpline who would have contacted me to try and help me?

Re: internet failure

PeterLoftus — Fri, 20 Mar 2015 20:46:21 GMT

Have you checked your tickets in the members centre it should all be recorded there

Re: internet failure

foodcritic — Fri, 20 Mar 2015 20:52:30 GMT

Yes, I only got a reply after I had been on the phone to technical. I now have to wait for a BT engineer to come out on Monday, so I will have been without internet for 6 days by then, GREAT!

Re: internet failure

plusnettony — Fri, 20 Mar 2015 22:05:13 GMT

Can we double check what diagnostics you have done? From memory, there wasn't much information on the ticket and testing didn't show any faults.
If possible, we'd like to run through all diags now to see if we can get this sorted before the engineer comes out. The above test could rule out the router (or confirm the problem to be the router).

Re: internet failure

foodcritic — Sun, 22 Mar 2015 06:52:04 GMT

I have gone through a series of tests with a technical guy over the phone, his results are on your system. If the engineer who is coming on Monday finds that nit is a fault with your equipment (as last time) will that mean that I will have to wait for replacements to be sent, thus delaying me even more?

Re: internet failure

Chris — Mon, 23 Mar 2015 13:16:05 GMT

Hi there,
We're seeing a connection since just after 10am this morning. Is everything working as expected now?

Re: internet failure

foodcritic — Mon, 23 Mar 2015 17:51:39 GMT

yes I'm back online now

Re: internet failure

catelliott — Mon, 23 Mar 2015 18:31:34 GMT

Glad to hear it! Sorry for the problems that you had getting the issue rectified, but pleased to hear that you're back online

Re: internet failure

Incarnet — Tue, 24 Mar 2015 16:46:23 GMT

Got to say same issue here. No internet on the fibre since last Thursday, no contact from PlusNet I eventually called and was told nothing would be done until Tuesday, pray tell how is that "Doing us proud" when I can order goods from Amazon and have the next day and yet after we have tested the line direct with the Openreach box we don't have any contact at all from Plusnet about what's going on. what I found really irritating was the fact that, having eventually to fill and follow the instructions on the tests on my mobile phone, there was no confirmation by email that PlusNet had in fact logged that fault. I did notice (once I remembered that tethering was possible to my mobile phone) looking on the assist log that the phone call I made hadn't been logged, I also noticed today that the further comment about it still not working last night had not been responded to 21 hours late. I was also interested to see that CSC were logged on the system as being involved, weren't they the company that had the disaster with the NHS system amongst others. Anyway got to say haven't been here (with PlusNet) long and its been so far a total disappointment, proud no. starting to wish I stayed with my previous supplier on a normal BB, coz there is absolutely no point in having an advertised blistering speed if its not working at all. it won't take many days of inactivity to bring the average down below my normal broadband speeds. Biggest problem though by far is TALK TO US, KEEP US UPDATED WITH WHAT YOU ARE DOING. going by the log on the Assistant its not a lot.

Re: internet failure

Chris — Tue, 24 Mar 2015 16:49:22 GMT

Hi Incarnet
I'm just going to have a look at your fault now. Before I do, I'd just like to confirm one thing from your post:

Quote
I was also interested to see that CSC were logged on the system as being involved, weren't they the company that had the disaster with the NHS system amongst others.

The CSC is our own Customer Support Centre.

Re: internet failure

Incarnet — Tue, 24 Mar 2015 16:55:45 GMT

Ok thanks for that, unfortunate acronym. Just frustrated by the way didn't mean to have a dig.

Re: internet failure

Chris — Tue, 24 Mar 2015 16:56:23 GMT

No problem at all. I think I've managed to get you back online for now, we still need to look at why the connection is disconnecting but at least you can use it again.

Re: internet failure

Incarnet — Tue, 24 Mar 2015 17:03:35 GMT

I'll give it a go

Re: internet failure

Incarnet — Tue, 24 Mar 2015 17:09:27 GMT

yep its up, unfortunately I still have to ask the question as well, that it might not stay up why has it taken since Thursday for someone like yourself to resolve this, albeit that it might fall over again. I realise that it isn't your personal issue but appears to be the system in place. Thanks for your help

Re: internet failure

Chris — Tue, 24 Mar 2015 17:13:36 GMT

Unfortunately the faults team are a bit behind on some of the reports, I've left the ticket open with them as we still need to find out why the line is disconnecting but I'm glad we could get you back online.