topic Re: How long to get a problem fixed in Plusnet Feedback

How long to get a problem fixed

pies — Mon, 07 Dec 2009 15:40:04 GMT

Well it seems pn are intent on getting me of the network its been an age since i raised my original ticket.I closed that hoping my new router had sorted the problem,it didn't
I raised another ticket on 19th of nov i was asked to remove everything from my phone line except the broadband
So here i am with no phone, internet speeds on between 130k to 720k, and very frequent dropouts
Nobody seems to reply to tickets for days on end then its just an automated reply
Im now very close to ditching PN and going cable,te only good side to this is my system was being used by ofcom (via samknows) to monitor internet speeds and connectivity,This is currently off but the report wont look to good
As soon as my phone is back on I'll try customer "services" to cancel as the support level is woefull at best,it would have been nice to be kept in touch but this is obviously asking too much:(

Re: How long to get a problem fixed

bobpullen — Mon, 07 Dec 2009 16:20:52 GMT

Hi there,
Really sorry about this. I'll ask one of the Faults Team to take a look. The ticketing system is designed to always present the oldest fault ticket when working a particular pool. For reasons unbeknown to me, more recently touched tickets are being pushed to agents ahead of yours. I'm going to try and find out why this is too as it shouldn't be happening (ref: 59200).

Re: How long to get a problem fixed

pies — Mon, 07 Dec 2009 17:15:17 GMT

Thanks
Anybody know what this means
"RAS confirms connection remains intermittent. Clr rjected in FP2."

Re: How long to get a problem fixed

Mark — Mon, 07 Dec 2009 21:54:48 GMT

It's an internal comment between our faults team and should be prefixed with ****Internal**** at the start of the ticket.
Basically its one engineer telling another that BT have reported the fault "clear" to us or no fault found (NFF). We've determined otherwise, have rejected their findings and are pushing it back to them for further investigation.
The internal jargon gets the same message across quicker

Re: How long to get a problem fixed

pies — Mon, 07 Dec 2009 21:59:04 GMT

I assume the result below shows there IS a fault
BIP Interface Data
Current line rate Line rate change timestamp Maximum Stable Rate Recalcuated ProfileTimestamp Maximum Stable Rate
1250 2009-11-22T00:15:00 N 2009-04-09T07:49:23 3424

Re: How long to get a problem fixed

Mark — Mon, 07 Dec 2009 22:01:46 GMT

Quote
RAS confirms connection remains intermittent

That piece is sufficient to confirm the fault exists. Clearly the remote diagnostics can see that you are dropping commection intermittently.

Re: How long to get a problem fixed

Anotherone — Tue, 08 Dec 2009 08:54:14 GMT

Have you got your phone plugged back in yet?

Re: How long to get a problem fixed

pies — Tue, 08 Dec 2009 10:49:35 GMT

No,only thig plugged in is a new router, which has new cables and new micro filter.This is plugged into the master socket.There are no extension leads plugged in.
BT say there system is ok
PN say its not there system
I'm asked to check my system
BT say there system is ok
PN say its not there system
And round and round i go

Its used to be a good company

Re: How long to get a problem fixed

pies — Tue, 08 Dec 2009 13:27:52 GMT

Well nowI've found the faults been referred back to BT again I've had enough
Plusnet used to be a great company who would respond promptly to queries.If they couldn't fix it at least they let you know whats going on.But it seems something somewhere has gone very wrong.
I work as a service engineer and have done so for 20+years and I know if i treated my customers like this I'd be on the dole now.I don't think im unreasonable in asking to at least being kept up to date,but it seemed I was.
Well everything is now plugged in,im just waiting for the confirmation email form virgin and i will then phone up to cancel all my services
regds
A really dissapointed (ex) customer
and its only really an ex because nobody bothered to listen to me

Re: How long to get a problem fixed

Anotherone — Tue, 08 Dec 2009 13:44:02 GMT

I'm appalled that PN left you this long without telling you to plug your phone back in. It was unnecessary to leave it unplugged for more than the few minutes a line test was done and in any event you should have been asked to do a filter swap.
Well best of luck with Virgin, I hope you get a better experience as it's cable.
Edit: Don't forget to book your space flight while you're there

Re: How long to get a problem fixed

Mand — Tue, 08 Dec 2009 16:50:09 GMT

I'm really sorry that you weren't advised properly.
Our faults team are usually much much better at providing a good service and resolving issues. Though I appreciate that doesn't help you much.
Intermittent faults are the worst, and were the bane of my life as a tech support agent (Murphy's Law dictates that things will be fine when tested), but it's clear we let you down in this instance.

Re: How long to get a problem fixed

pies — Tue, 08 Dec 2009 17:36:22 GMT

I could live with the fault not being fixed,as i said earlier im a service engineer so i understand the problems and frustrations from both sides.
What i really cant stand is the complete lack of communication,and when i do get a responce its an auto reply usually starting

"We have asked our wholesale broadband suppliers to turn interleaving on on your phone line to try and fix your current broadband problem....."
In fact and i've just checked on my current ticket I've had that exact reply SIX times,so you can see my frustration at talking to a machine:(
I sincerly hope PN can sort there system out for the benefit of everybody,ok its too late to benefit myself but PN must rest assured if one person is telling them of customer relations problems there will be ten others who will just cancel or migrate

Re: How long to get a problem fixed

orbrey — Wed, 09 Dec 2009 11:48:00 GMT

Hi pies,
I've tested the line and confirmed that the fault is still apparent on there so referred it back to BT. Sorry about all the interleaving notes, we had a problem open on this as the system was adding the same comment if it was unable to place the automated order. We'll be rolling out a fix for this today.

Re: How long to get a problem fixed

pies — Mon, 14 Dec 2009 16:30:26 GMT

How long does it take for BT to test and reply,the fault was sent to BT last wednesday the ticket says i would have had an update by last Sat but as yet nothing

Re: How long to get a problem fixed

Chris — Mon, 14 Dec 2009 16:35:05 GMT

Sorry about the delay, it looks like the next step is an engineer visit so I've updated your ticket with those details. If you can let us know when you're available we can get this booked asap.

Re: How long to get a problem fixed

pies — Mon, 14 Dec 2009 17:52:30 GMT

With reference to your reply can i refer you to my reply on my ticket on 1:46pm, Wednesday 25th November 2009
I can't see how i'm going to get time of between now and Jan

Re: How long to get a problem fixed

Chris — Tue, 15 Dec 2009 10:02:06 GMT

Hi,
I've just tried to give you a call, unfortunately it appears you were unavailable so I've left a voicemail.
The next step is an engineer appointment as you've eliminated your internal wiring as the caused of the problem. I've left you some information by VM so if you can let us know when is good for you we'll get it booked.

Re: How long to get a problem fixed

pies — Tue, 15 Dec 2009 17:00:34 GMT

I heard the phone ring Chhris but as i was arguing with,and losing,some heavy steel pipe i couldn't pick it up
Thanks for trying but when i said no time off i meant no time off no Sats or Sundays until xmas Im either on call or working
Thanks again

Re: How long to get a problem fixed

Chris — Tue, 15 Dec 2009 17:07:14 GMT

Sorry to hear that Unfortunately that's the next step of the faults process and the only was I can see your intermittent fault actually being resolved.
If you can let us know as soon as you know your availability we can get an appointment booked early in the new year.

Re: How long to get a problem fixed

pies — Wed, 16 Dec 2009 17:56:58 GMT

Just for info the attached picture shows everything connected to my telephone system and i do mean EVERYTHING
The socket you can see is the BT master socket
The router you can see is brand new with the latest firmware installed its a netgear DG834G with firmware version V5.01.14
The cable and microfilter are brand new

As you can see there are no extensions,no sky,no phone, zip nada nothing zilch
I have a tower unit and laptop, running different AVG i can connect both wireless and via ethernet it makes no difference.
So I can't see what I've got connected incorrectly
Anybody still think my equipment is faultty