topic Re: .. I have not had a proper working service since I joined in Plusnet Feedback

.. I have not had a proper working service since I joined

roost78 — Tue, 19 Jan 2010 20:17:57 GMT

I have been with plusnet for over three months. When I joined they said there was a problem with the line and that it would need to be looked into before I joined. Since I have been connected I have had multiple calls open with them, waited on the phone for I don't know how long, two BT engineers and am still getting drops with an Uptime: 0 days, 8:57:31 Bandwidth (Up/Down) [kbps/kbps]: 448 / 480
and being charged for Premium account!!! I am tied in to a 12 month contract and I have just been informed that we are getting fibre in the area in March. Where do I go form here???? Advice Please.
adie:red title fixed.]

Re: .. I have not had a proper working service since I joined

orbrey — Wed, 20 Jan 2010 09:13:39 GMT

Your line is showing as being in sync below the fault threshold rate and as you say is still dropping. I'd be happy to re-raise your fault to BT if you wish, I'm not sure what's happening regarding FTTC but we will be making an announcement as soon as any decisions have been made.

Re: .. I have not had a proper working service since I joined

roost78 — Wed, 20 Jan 2010 15:57:52 GMT

I think BT need to be sent stats showing the line dropping? When they come to my house the line is fine and don't stay for long. They have replaced the BT engineers socket and put in an RF filter. I am signed up for up to 8mb but only getting around 512 most times?

Re: .. I have not had a proper working service since I joined

MisterW — Wed, 20 Jan 2010 17:45:30 GMT

Quote
They have replaced the BT engineers socket and put in an RF filter.

Would that be an RF2 or RF3 filter ? See here for pictures ( towards the bottom of the page ) http://www.kitz.co.uk/adsl/btsockets.htm. If its an RF2 then that could be a part of the problem.

Re: .. I have not had a proper working service since I joined

roost78 — Wed, 20 Jan 2010 18:15:11 GMT

They have put a
NTE5 A Faceplate
(ADSL)
ADSL splitter faceplate for
NTE5 units
Can't tell if it is a RF2 or RF3 as it is closed and I don't want to void any contract. Openreach put it in so I would presume it is an RF3. The problem was here before the BT engineer put it in and it has not done anything.
I am not sure it is in my house as there have been two routers (Sky and Plusnet - Problem started a month before I left sky), All other phone sockets have been disconnected from the master socket, new BT master socket and a new face plate, an RF filter and the BT engineer has checked the connection where the BT line comes in.
Thanks for your help

Re: .. I have not had a proper working service since I joined

roost78 — Wed, 20 Jan 2010 18:20:32 GMT

Just been dropped again
Uptime: 0 days, 0:00:20
Bandwidth (Up/Down) [kbps/kbps]: 448 / 448
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00

Re: .. I have not had a proper working service since I joined

roost78 — Sun, 24 Jan 2010 20:23:28 GMT

Help!

Uptime: 0 days, 6:48:28

Bandwidth (Up/Down) [kbps/kbps]: 448 / 160

Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00

Re: .. I have not had a proper working service since I joined

orbrey — Mon, 25 Jan 2010 10:49:26 GMT

Hi roost78,
I've just tested the line and as per your results the fault is still shown to be apparent, so I've passed it back to BT for you. As soon as we get any updates we'll advise.

Re: .. I have not had a proper working service since I joined

roost78 — Mon, 25 Jan 2010 19:38:33 GMT

Can anyone advise? I have had this problem since I joined and it has been over three months. I have gone for the 12month contract and now want out. Do you know my options?

Re: .. I have not had a proper working service since I joined

Chris — Tue, 26 Jan 2010 09:36:47 GMT

Sorry to hear that, personally I'd recommend allowing us to fix any fault on your service as moving to another ISP may well take any faults with you.
I've updated your ticket as BT are now requesting an engineer visit to try and resolve the issue, if you can reply to the ticket letting us know your availability we can get this booked.

Re: .. I have not had a proper working service since I joined

roost78 — Tue, 26 Jan 2010 20:22:19 GMT

Great thanks, 3rd visit from BT, Who is going to compensate me for the 3rd day off work? BT should not be my problem, I pay for a service from plusnet not BT, Plusnet pay for a service from BT so why am I told it is out of your control?
Can somebody help, I have been with plusnet for about 4 months and the issue is still not resolved (2 BT engineer visits) surely my contract is void if I have had issues since the beginning and it is still not resolved? I was told today I have to give them a chance to get it fixed...... 4 months???? two days off work????

Re: .. I have not had a proper working service since I joined

Mand — Wed, 27 Jan 2010 09:29:04 GMT

Hi there,
The engineer is necessary as the problem is not one that can be fixed remotely.
Intermittent connection faults are the worst type to diagnose, as the problem is not always evident when the engineer attends. He will, however, be able to see the records for your line, so should be able to investigate from there.
With regards to cancellation, I really hope it doesn't come to that, but should you wish you can leave by giving 10 days notice and paying off any deferred fees.

Re: .. I have not had a proper working service since I joined

roost78 — Fri, 29 Jan 2010 12:51:31 GMT

If BT are going to come around for the third time please ask them what they are going to be doing so that I do not waste a 3rd day off work (Which I do not get paid for) as I do not want a 4th visit.

Re: .. I have not had a proper working service since I joined

orbrey — Fri, 29 Jan 2010 13:41:12 GMT

Unfortunately we don't know any specifics, but we've advised of the lower threshold breach issue so he'll want to test the line to prove that's apparent. Once he sees the fault I'd imagine he'll want to test the wiring and more than likely investigate from the green box and exchange.
We'll pass on as much detail is possible when booking but unfortunately we won't be able to move this on without booking the visit I'm afraid.

Re: .. I have not had a proper working service since I joined

roost78 — Fri, 05 Mar 2010 19:15:26 GMT

3rd engineer has come and gone. it worked for 4 days and now we are back to normal. Really, What do I need to do? do I need to contact this Anthony Vollmer guy to get this resolved???? NOVEMBER this started!!!!
Bandwidth (Up/Down) [kbps/kbps]: 448 / 160
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00

Re: .. I have not had a proper working service since I joined

roost78 — Sat, 06 Mar 2010 08:02:16 GMT

http://www.mybroadbandspeed.co.uk/results/19285271.png

Re: .. I have not had a proper working service since I joined

roost78 — Sat, 06 Mar 2010 19:08:34 GMT

Download speedachieved during the test was - 117 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :416 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
Telephone number:
01256XXXXX
Phone exchange:
BASINGSTOKE
Estimated line speed:
0.5 - Checked on 2010-01-26 15:59:04
Current line speed:
750

Re: .. I have not had a proper working service since I joined

roost78 — Sat, 06 Mar 2010 19:12:39 GMT

Re: .. I have not had a proper working service since I joined

orbrey — Mon, 08 Mar 2010 10:35:34 GMT

Hmmm. Looking at your line the profile dropped just before 4pm yesterday which must have been from a resync, however our radius logs are showing that you've a connection ongoing for more than 2 days. Are you seeing disconnections still from your end, and are they being logged by the router?
If you could post back to confirm I'll be able to update the fault notes and get this passed back to BT for you.

Re: .. I have not had a proper working service since I joined

roost78 — Mon, 08 Mar 2010 18:10:31 GMT

Uptime: 0 days, 3:31:02
Bandwidth (Up/Down) [kbps/kbps]: 448 / 2,176
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00