topic Re: PN 24hr support in Plusnet Feedback

PN 24hr support

rongtw — Thu, 10 Sep 2015 07:50:11 GMT

In view of present circumstances will PN realize that removing 24 hr support is a BIG BOO BOO
What has happened today surely will not be the only time something similar will happen , PN has not done us proud ! as they now failed to provide adequate support

Re: PN 24hr support

nursemorph — Thu, 10 Sep 2015 08:44:22 GMT

I doubt it....they'll just sweep it under the carpet so to speak and sit in their offices pretending everything is fine and dandy....now, if it was related to business users and they were complaining at the lack of 24 hour support, then it would get re-instated within days...as it is, only residential customers are complaining so it just gets ignored as we are not important to the company now or in the future
adie:quote

Re: PN 24hr support

goldenfibre — Thu, 10 Sep 2015 09:29:08 GMT

PN must bring back 24 hours support. Otherwise we will known nothing about DNS servers went down all night. Not good!

Re: PN 24hr support

dvorak — Thu, 10 Sep 2015 10:04:23 GMT

it shouldn't need customers to there's a problem, I'd have thought there should be sufficient network monitoring to flag this up

Re: PN 24hr support

7up — Thu, 10 Sep 2015 11:09:05 GMT

I must say i'm disappointed with the 'good' and 'honest' part of their broadband claim that keeps being blasted all over my TV.
I didn't even know their 24/7 support had been canned. Seems a bit daft if you ask me.. these outages are always going to happen at some point. Thats the nature of technology - unforeseen glitches happen.

Re: PN 24hr support

chenks76 — Thu, 10 Sep 2015 11:31:29 GMT

24/7 support for standard home internet is certainly not something that is required.
issues like the DNS problem don't need reported by customers, networking monitoring will pick those up and action as required.
if your internet requirements need 24/7 support then i'd be asking questions if you were really a home consumer or running a business using a home product.

Re: PN 24hr support

goldenfibre — Thu, 10 Sep 2015 11:33:17 GMT

Home support is 12 hours a day
Business support is 24 hours a day

Re: PN 24hr support

AndyH — Thu, 10 Sep 2015 11:34:05 GMT

If you desperately want and need 24 hour support, then there is nothing stopping you for taking a business account.

Re: PN 24hr support

goldenfibre — Thu, 10 Sep 2015 11:36:37 GMT

^ Very true! But, I don't need business account as I do have my back up (one is PN FTTC) and other one is (VM CABLE) as I can use both for bonding getting 180Meg down and 29Meg up.

Re: PN 24hr support

Anonymous — Thu, 10 Sep 2015 11:48:59 GMT

I don't see how you can bond these two connections when bonding isn't supported by Plusnet, and I doubt for VM either.

Re: PN 24hr support

chenks76 — Thu, 10 Sep 2015 11:51:16 GMT

probably using a linux proxy server or similar.

Re: PN 24hr support

Anonymous — Thu, 10 Sep 2015 11:55:34 GMT

Mmmm, don't think so, you need to present a single IP to the internet and this needs to be done in collaboration with your ISP. But I have my orthopaedic slippers on standby should anyone prove otherwise.

Re: PN 24hr support

goldenfibre — Thu, 10 Sep 2015 11:58:06 GMT

Yes it can!
Proof here:

Re: PN 24hr support

chenks76 — Thu, 10 Sep 2015 12:01:49 GMT

Quote from: Mook
Mmmm, don't think so, you need to present a single IP to the internet and this needs to be done in collaboration with your ISP. But I have my orthopaedic slippers on standby should anyone prove otherwise.

you could buy a block of IPs and use those

Re: PN 24hr support

goldenfibre — Thu, 10 Sep 2015 12:03:15 GMT

^^ Yep - correct!

Re: PN 24hr support

Anonymous — Thu, 10 Sep 2015 12:03:36 GMT

I have to admit that is very impressive and I would be very keen to find out exactly how you did your bonding. As you can see (sig) I have dual ADSL but I'm getting a third line installed soon so if I could replicate what you appear to have I'd be very grateful.
@chenks76 if I thought the at would work I'd do it. But hardware is not my forte.

Re: PN 24hr support

goldenfibre — Thu, 10 Sep 2015 12:05:03 GMT

U can bonding together Mook. PM me for more information.

Re: PN 24hr support

rongtw — Thu, 10 Sep 2015 12:51:29 GMT

The purpose of 24hr support is for exactly what happened today AndyH .
DID you not see all the negative Posts ,, If PN were aware of this problem at 02.00 it would have been fixed before 07.30 when staff arrived .
If it had been fixed before 07.30 we wouldn't Even be having this discussion !!!

Re: PN 24hr support

AndyH — Thu, 10 Sep 2015 12:58:19 GMT

You think they don't have OPs/engineers working 24/7?
Just because there is no service status or the fault is not immediately fixed, does not mean that they are not aware of the problem. It's been like this many times in the past where there's been some major outage and no updates (even when they had 24hr support).
I hate to break it to you, but having 24/7 telephone support staff would make no difference to this problem being fixed any sooner.

Re: PN 24hr support

rongtw — Thu, 10 Sep 2015 13:01:49 GMT

Have just managed to get onto PN page to check what was said about service status
Do PN have a Tardis the post says since early this morning we experience a Outage makes sense but it then goes on to say we been working all night to fix this
so it looks like they were fixing it before the outage or is it just me

"Since early this morning we’ve experienced an outage which affected our phone and broadband service as well as our website. We’ve worked throughout the night to resolve this and have made a lot of progress with most of our customers now up and running. *