topic Re: Not very helpful CSC - Just being ignored now! in Plusnet Feedback

Not very helpful CSC - Just being ignored now!

glloyd — Thu, 03 Dec 2009 11:11:42 GMT

Last week I raised a problem ( 30923976) with my BB dropping every few minutes and a speed drop to half of what it was. There followed a series of automated replies - No fault - Yes there is a fault passed to BT wait 48 hours - Telephone call no fault - Ticket updated next day, yes there is a fault passed to BT expect a response in 48/72 hours.
Come Monday morning everything seemed to be fixed as far as speed is concerned but connection still dropping a couple a times day. Wednesday ticket update with automated reply BT still looking into problem. Today Thursday back to square one speed dropped again and disconnects ans SNR 20 +.
Phoning CSC and reading the ticket system gives me no confidence my fault is actually being looked at. 48 hours has now turned into over a week with no apparent progress. Is my fault being looked at or am I being fobbed off because it certainly feels like it?

Re: Not very helpfull CSC

scootie — Thu, 03 Dec 2009 11:22:50 GMT

it can be challenging some times to get the support you need through a ticket but as your ticket will be in the faults pool you should be getting good support.
i hate having to raise issues by ticket as it can be a great waste of time waiting aday or 2 for a reply to only find the agent has giving you a copy paste reply that means zero.
thats how i tend to start tickets off now days esp when like this one it had to be placed in the general ticket pool
http://community.plus.net/forum/index.php/topic,75667.msg665069.html#msg665069

Re: Not very helpfull CSC

glloyd — Thu, 03 Dec 2009 11:44:36 GMT

I just get the feeling you are being fobbed off with delays on the ticket system and phoning the CSC you get the reply "it's being looked at" with no real progress being reported. Faults normally get fixed pretty quickly in my area when they are reported. 8 days without progress or knowing what is going on is damn annoying.

Re: Not very helpfull CSC

Chris — Thu, 03 Dec 2009 16:30:50 GMT

Hi there,
Sorry you feel nothing has been done on your fault, I can assure you that's not the case. We've performed a number of linetests and passed it through to our suppliers on Friday.
Since then we've had a response from them saying they believe the fault was fixed, this wasn't the case so we rejected that and passed the fault back to them. Since then they've continued investigating the fault.
I'll ask one of our faults team to take another look as we don't seem to have had any feedback from BT in a day or so.

Re: Not very helpfull CSC

glloyd — Thu, 03 Dec 2009 18:31:46 GMT

Thanks Chris but there was no info on the ticket to say BT had responded. The fault was reported on Tuesday night and was supposed to have been passed to BT on Wednesdat last week so why was it delayed till Friday. My connection is now dropping every five minutes or so making my BB almost unusable.

Re: Not very helpfull CSC

glloyd — Fri, 04 Dec 2009 10:40:29 GMT

My ticked was supposed to have been updated on Thursday 3rd at 9.00am - Nothing! Not really good enough had this fault for 10 days now and looks like I'm going to get stuck with it over the weekend now.

Re: Not very helpfull CSC

glloyd — Sun, 06 Dec 2009 02:23:27 GMT

Can someone please SPEAK to BT instead of the automated system and get them to look at my fault. It's just taken me 45 minutes of connects and disconnects to get a connection, of half my normal speed, to stay up any length of time. Surely it cannot take BT 12 days to fix a fault. This fault was raised on the 25th Nov and there has been no update from BT since the 1st Dec other than automated replies.
PlusNet is sadly lacking these days getting faults fixed, no wonder CS is getting lower ratings these days. I'm a loyal customer to any company that offers good service. As soon as they don't I move on!

Re: Not very helpfull CSC

glloyd — Wed, 09 Dec 2009 11:20:29 GMT

Well it's now two weeks since my fault was reported and still no further forward. All I get is it's with the providers diagnostics team which means nothing. I'm getting really peeved off now and now feel it's time to start looking around to move to an ISP that will get faults fixed and not just take money.

Re: Not very helpful CSC - Just being ignored now!

glloyd — Thu, 10 Dec 2009 11:14:41 GMT

To add insult to injury I have just been sent a customer survey asking how satisfied I am with customer service - I dare not answer

Re: Not very helpful CSC - Just being ignored now!

nadger — Thu, 10 Dec 2009 11:25:33 GMT

You should fill it in with your honest ( polite) comments as that's what surveys are about.

Re: Not very helpful CSC - Just being ignored now!

Mand — Thu, 10 Dec 2009 11:48:28 GMT

Hi there,
I'm really sorry for the issues you've had so far.
Your fault has been with BT since the 27th November. Unfortunately it got stuck in the system (at BT's side). This was resolved on the 7th when we spoke to BT, however they cleared the fault yesterday.
We've spoken to them again today, and have escalated the issue, and should have a response this afternoon (it's likely to be an engineer visit, so if you could let me know when you're available that'd speed things up).

Re: Not very helpful CSC - Just being ignored now!

glloyd — Thu, 10 Dec 2009 12:35:35 GMT

Hi Mand,
Thanks for the update but the fault was not cleared yesterday, at least the connecion speed has not returned to normal, it's still half what it was. Maybe my connection has been banded due to all the disconnections?
I am available at any time any day.

Re: Not very helpful CSC - Just being ignored now!

Mand — Thu, 10 Dec 2009 12:57:20 GMT

Sorry, by 'cleared' I mean BT passed the fault back to us, stating that there wasn't an issue. We've set them straight on that score now.

Re: Not very helpful CSC - Just being ignored now!

glloyd — Sat, 19 Dec 2009 11:11:06 GMT

Just and update on this story. An engineer arrrived on the 11th December with a right old attitude. His first words to me were "All I need is a connection to the exchange and that's good enough for me". He dug out his computer, connect a very old modem which was ADSL1 only, got a sync of 3Meg and said "There is nothing wrong with your connection". Nothing about dropped connections or the halving of my sync speed lower than ADSLMax or tested on ADSL2+.
The problem was I was in great pain at the time he arrived which turned out to be a heart attack and later rushed to hospital so was in no state to argue with him. Then to add insult to injury PlusNet inform me that the Router a Draytek Vigor 2800G ADSL+2 router that had worked all through the trial was not ADSL2+ compatible.
I had my son put a note on my ticket saying I was in hospital yet depite that PlusNet still tried to phone me. I'm home now unti the new year but will have to have a tripple by-pass if I survive long enough to have it.

Re: Not very helpful CSC - Just being ignored now!

mal0z — Sat, 19 Dec 2009 11:18:58 GMT

you would expect the BT field technicians to have laptops/routers capable of the maximum that BT broadband offers so they can work on ADSL2+ wouldn't you

Re: Not very helpful CSC - Just being ignored now!

Sat, 19 Dec 2009 11:33:46 GMT

Sadly, I have nothing to add about the broadband but after reading your post I do hope that everything goes OK with your surgery in the New Year and wish you well.
I suppose that nothing much will get done with the connection due to the Christmas holiday but hopefully you will get it sorted eventually, even if it means changing ISP (although this could turn out more stressful in the long run).

Re: Not very helpful CSC - Just being ignored now!

MisterW — Sat, 19 Dec 2009 12:11:44 GMT

Quote
I'm home now unti the new year but will have to have a tripple by-pass if I survive long enough to have it.

@glloyd, My best wishes, I've been there!. I had a heart attack about 6 years ago, fortunately I didn't need a bypass, just angioplasty and a stent. Even more fortunately I was in the USA at the time and it was all done and dusted within a few hours and I was out of hospital in 48 hours.

Re: Not very helpful CSC - Just being ignored now!

glloyd — Mon, 21 Dec 2009 15:06:51 GMT

What realy winds me up is when C/S try to treat you like an idiot. The reply to one ticket said I have checked your router and it's not suitable for ADSL2+ (A) He did not know which router I was using and (B) I have been using the same router since the early trials plus two other ADSL2+ routers to test with. Also quite prepared to accept the word of an engineer that had no ADSL2+ equipment to test with.
Strange how overnight something was done on the 30/11/09 which restored the service back to normal on this router that won't work on ADSL2+ but went wrong again a few days later.
Strange how last night the speed jumped to almost normal and even higher this morning on a router that won't work on ADSL2+.

Re: Not very helpful CSC - Just being ignored now!

glloyd — Wed, 23 Dec 2009 10:30:41 GMT

Getting realt peeed off now. Nothing added to my ticket since the 18th December so looks like nothing is going to get done this side of Christmas now. If it were not for the fact I'm not sure when I have to go into hospital for an op I would apply for my MAC today.
What the hell has happened ot C/S of late and especially since James left? Looks to me as if it's gone back to the bad old days again.

Re: Not very helpful CSC - Just being ignored now!

orbrey — Wed, 23 Dec 2009 10:49:17 GMT

Hi glloyd,
I've had a look at the line and there's definitely still drops showing so I've passed the fault back for you - as soon as we hear back I'll let you know. I'm not convinced it's the router at fault and the engineer should certainly have been looking for more than sync on the line - we'll feed this back as soon as there's another engineer visit request which I suspect will be soon.
Sorry about the delay in getting back to you.