topic Re: broadband in Plusnet Feedback

broadband

neilthomas59 — Wed, 01 Feb 2017 14:05:49 GMT

the worst internet supplier ive ever been with,in bad weather,sorry a little bit of rain the internet connection fails,this happens a least 4or five times a week and 4or five times a day,says on plusnet website to enter code number ,when you do that it says not connected I KNOW THAT THATS WHY IM PUTTING THE CODE IN..you just have to wait till it reconnects which can be 4 or 5 minutes then goes back off,now there saying the price is going up for what poor service cant wait til my contract to be up so i can go back to talk talk....if i could talk to craig murry i would tell him what a poor company hes representing or shove those spoons where they dont shine..

Re: broadband

Anonymous — Wed, 01 Feb 2017 14:17:18 GMT

@neilthomas59 - If you’re getting faults when the weather is bad then that would more than likely happen regardless of the provider. As it’s weather related the implication is that the fault is outside of your home and the exchange making this an Open Reach issue.

You might want to take the time out to phone in and get a fault raised and if you’re having issues now then it’s a good time to do it as it may well show up in the tests.

Re: broadband

Chris — Wed, 01 Feb 2017 14:21:58 GMT

Your line dropped out quite a bit on Friday, however it's only dropped 1 or 2 times maximum a day since. Are you seeing more disconnections than this?

Re: broadband

chenks76 — Wed, 01 Feb 2017 21:26:36 GMT

1 or 2 times a day is still 1 or 2 times too many.
rather than ask if there are more why aren't you raising a fault ticket?

Re: broadband

Chris — Thu, 02 Feb 2017 10:10:35 GMT

I'm asking as if they are seeing more than those, it suggests it's not the line dropping out but the local connection (maybe wifi).

Also 1 disconnection a day would not be classed as a fault by our suppliers, and we ask customers to report faults if required (https://faults.plus.net) to ensure the tests are gone through.

Re: broadband

chenks76 — Thu, 02 Feb 2017 11:00:54 GMT

so 1 disconnection occurring every day for a period of time is not classed as a fault?
how many disconnections needs to happen before your "suppliers" deem it as a fault?
do plusnet class it a fault regardless of what your "suppliers" think?

Re: broadband

Chris — Thu, 02 Feb 2017 11:04:56 GMT

Personally I'd prefer to see less disconnections, however I'd also like to know whether the disconnections are on the line or local (hence my previous questions).

I believe the thresholds for an intermittent connection are 3 or more drops in 24 hours, 6 or more in 72 hours.

Re: broadband

neilthomas59 — Thu, 02 Feb 2017 20:27:13 GMT

e-mailed plusnet and they said disconnecting 1 is not classed as a fault what about 5times today 02/02/2017 phoned as plusnet suggested auto voice says call time 13minutes,must be a lot of unhappy costumers,than a voice says go to fault procedure on wifi......augggggg wifi down

Re: broadband

neilthomas59 — Thu, 02 Feb 2017 20:29:03 GMT

thats great on line for 2days... what about the other 5days im paying for....

Re: broadband

neilthomas59 — Thu, 02 Feb 2017 20:29:41 GMT

and do you think thats acceptable...

Re: broadband

neilthomas59 — Thu, 02 Feb 2017 20:56:06 GMT

how about going off 8times to night is that acceptable please put that reading on here of 02/02/2017......if you dare

Re: broadband

neilthomas59 — Thu, 02 Feb 2017 21:03:34 GMT

ive phone plusnet up and they says there a 30min wait so you must have a lot of faults and the 1 vioice says go on line god i wish i could .gone again this is the ninth time today,look at the graph for 02/02/2017

Re: broadband

neilthomas59 — Thu, 02 Feb 2017 21:05:11 GMT

this is the 8th time today

Re: broadband

Mustrum — Thu, 02 Feb 2017 21:22:30 GMT

Copying this from another post, but: Have you done the basics, plug a phone into the test socket if you have one, with a corded phone do the quiet line test - there are lots of descriptions on how to do this, but this one seems comprehensive..
If you get any noise this will impact your broadband, and you will need to get your phone provider to sort that fault first. If you have done this it will prove that the fault is not caused by your internal wiring or equipment and therefore should not get charged.
Have a look over on the Help section and do the basic checks, start with the phone, and move to Broadband if the phone side is clear.

Re: broadband

Chris — Fri, 03 Feb 2017 11:17:27 GMT

The 'online for 2 days' part of the graph is the period without a disconnection. All of the solid purple is online, the lines are disconnections which have come back up straight away.

Your line does appear to have been disconnecting a lot more again over the last couple of days:

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

Re: broadband

itwashimnotme — Fri, 03 Feb 2017 12:27:27 GMT

Hey neilthomas59,

Have to agree that the automated message one hears when dialing plusnet customer services is soul destroying.

Particularly because it ALWAYS does seem to take the full 30 mins before one really does connect to a real person.

Some companies use this method (extended wait times) to discourage callers from holding on but will answer after 5 or 10 mins for those that haven't been scared away.

Plusnet are more honest in that regard though because when they say that it will be a minimum of 30 mins before one will actually speak to one of their cust/serv reps - they really really really mean it.

Re: broadband

neilthomas59 — Sun, 05 Feb 2017 10:21:14 GMT

finally got hold of plusnet after waiting on the phone 15mins,and the man on the phone said he'll do some checks,and guess what the phone went dead....phoned back a little later and said sorry pressed wrong button,so went though checks again....sent from pillar to post after2 and half hours on the phone agreed there was a fault....now there monitoring my line to see where the fault is....because i have the old phone box looks like im gonna have to pay for a new phone connection.......but to the one gentleman from plusnet who stated connection dropping at least 10times in one day and only have 2days of clear internet connection,saying its doesnt mean fault ...you should be sacked..... cause if i did that in my job i would be....

Re: broadband

itwashimnotme — Sun, 05 Feb 2017 16:07:20 GMT

Well said young neilthomas!

"Award winning customer service" Who are they trying to kid?