topic Re: (intermittant issue) how to communicate with these guys in Plusnet Feedback

Re: (intermittant issue) how to communicate with these guys

CharityCE — Thu, 02 Feb 2017 13:17:24 GMT

I can't find out how to communicate with these guys.

Where can I send the following email?

Dear sirs

I have spent 40 minutes waiting to get through to you in the last 24 hours - and I also have a job to do. High call demand as your recorded message states, is the result of increasing problems and/or insufficient staff.

We recently changed to Plusnet at home and have had inconsistent access which wasn’t the case previously.

I have logged failures recently as follows:

21 Jan 22:50 hrs
23 Jan 20:40 hrs
28 Jan 09:45
16:40
30 Jan 21:00
31 Jan 18:32
1 Feb 18:05
22:45
23:17

I cannot say how long each of these interruptions lasted though for some I rebooted the router and was reconnected.

These are just failures at times my wife and I have been at home and using the internet - there may well have been other times when we were away.

This service level is unacceptable as it interrupts our listening to internet radio programmes and disrupts downloads of business files that are regularly needed as I run a charity in Sierra Leone where the sender may only have access to internet at night.

Also am a director of a professional accounting body in Australia and require video and voice communication with colleagues in Melbourne.

I have none of these consistent problems with the connection at my office in Bowdon.

You may gather that I am less than pleased with your present service level and should be glad to know:

Most urgently what can be done about the lack of reliable internet access, and

What are you doing about improving your communication facilities to something better than those reputedly of TalkTalk and others?

Re: (intermittant issue) Fibre & BT Tests show errors

Strat — Thu, 02 Feb 2017 13:17:59 GMT

Moderator Note by Dick (Strat)

Post split to its own topic for clarity and title edited.

Re: (intermittant issue) how to communicate with these guys

Chris — Thu, 02 Feb 2017 13:42:12 GMT

Hi there,

We can see your line is disconnecting frequently as per the graph below:

However a line test isn't bringing up any obvious issues:


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0001
Description	GEA service test completed and no fault found but unable to check for customer equipment connected to modem.
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	43.6 Mbps
Upstream Speed	17.6 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	453.7
Upstream Rate Assessment	Low
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 08:30 to 09:00
Interference Location	Unknown
Interference Observed In Days	6
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Retransmission Low
Time Stamp	2017-01-20T13:45:00

I'd advise getting this reported to us as a fault at https://faults.plus.net