topic Re: No internet for 7 days!! in Plusnet Feedback

No internet for 7 days!!

mandy — Wed, 16 Dec 2009 19:18:01 GMT

I've been unable to use the internet since 10/12/09, I replaced all acbles and splitters before finally phoning customer services the next day. This raised ticket number 31165363; after various tests and a visit by BT, the only site I can get up is a BT test page.
I've been with plusnet 5 years but now I've had enough, 7 days is utterly ridiculous. I've had to buy a £29 mobile plug-in to get online!!
I am bitterly disppointed and now looking for another provider.

Re: No internet for 7 days!!

Chris — Wed, 16 Dec 2009 21:04:09 GMT

Hi Mandy,
Sorry to hear of your problems.
I've just ran a quick line test and it's showing that you may still have a test username entered in your router, this is why you can't see anything other than the BT test site.
You need to log in to your router and change the connection username and password to your details, they should be username@plusdsl.net along with your account password.

Re: No internet for 7 days!!

mandy — Wed, 16 Dec 2009 21:31:22 GMT

No - the info desplayed is all as it should be.
Just to be certain, I've unplugged then plugged back in and performed a factory reset - didn't have to re-entered the information though, it was still all there?
The message I'm getting when trying to fix the connection is "tried to connect to www.microsoft.com using DNS the server responded that the name was unknown"

Re: No internet for 7 days!!

mandy — Thu, 17 Dec 2009 09:05:07 GMT

Day 8 and still no joy;
BTW I found that the Vodafone plug-in I've bought is not bad at all

Re: No internet for 7 days!!

orbrey — Thu, 17 Dec 2009 09:29:55 GMT

Hi mandy,
It doesn't sound right that your account username and password were still in the router after a factory reset. In addition we're not seeing any login attempts either with the correct username or otherwise. I suspect you'll need to test a different router to make sure that that isn't the cause of the fault, do you have another one available? If not please let us know and we can send you one out to test with.

Re: No internet for 7 days!!

mandy — Thu, 17 Dec 2009 09:48:49 GMT

I tried another router, this didn't work either. But, it is quite an old one and the set-up for it is not straight forward.
So yes, please send me one - thanks.

Re: No internet for 7 days!!

mandy — Sat, 19 Dec 2009 18:43:31 GMT

The test router hasn't arrived yet so I decided to have another play with mine.
I've sorted the problem with the settings after a factory reset; rather than use reset facility on the router, I performed a software factory reset & then reboot the router; this clears everything!
I've entered the test info and can see the BT test page - again.
I cleared these test settings - software factory reset & reboot and can confirm this cleared everything (otherwise I would still be able to get on the BT test page - I checked, I can't!)
I entered the test info for the bt user test - no connection, unable to see the BT test page
I cleared these test settings - software factory reset & reboot and entered my own settings - still no connection.
Happy to try the test router when it arrives, and thankyou for sending it. But, because I can connect to the BT test page (when I put the test info into my router), I'm still not convinced that this is were the fault lies.

Re: No internet for 7 days!!

mandy — Mon, 21 Dec 2009 19:28:35 GMT

NO INTERNET FOR 11 DAYS!!
Well the test router arrived today and is all set-up but still no internet so I called PN; they are referring the fault back to BT.
Now, last time the BT engineer visited, he tested the socket and checked at the exchange & said all were ok.
When I asked him, he also agreed that if I can connect to http://bt.net/digitaldemo using bt_test@startup_domain and the test password, then this verifies that my equipment is ok and he said it verifies BT equipment is ok. He also said that any authentication issues are a PN fault.
I agreed to being sent a test router to rule out once and for all an error with my equipment & set-up.
What I find really anoying is that PN today told me that when the BT engineer reported back to them the first time around, he reported that the fault was with my equipment!! Somebody's telling porkies BT or PN?
So I ask myself, what are the chances that BT say again that this is a PN problem - 100%
And what is an authentication issue? Does it mean that PN doesn't recognise my user name and password when I try to login?

Re: No internet for 7 days!!

mandy — Wed, 23 Dec 2009 08:44:22 GMT

Sod this; the last entry on my ticket was on Monday at 5:12pm:
"Eu advises that engineer said wasn't at property, tried test router and still auth fault. Please investigate further"
This comment was made by PN AFTER I had phoned them; its pretty obvious that nothing gets done on a ticket unless you phone customer services. So, in order to remind them that I am still here and still have a problem, I will be phoning when I get home from work - TO ASK FOR MY MAC KEY!

Re: No internet for 7 days!!

Oldjim — Wed, 23 Dec 2009 10:03:17 GMT

If you ask for a MAC key the fault investigation will be automatically cancelled

Re: No internet for 7 days!!

nozzer — Wed, 23 Dec 2009 10:04:52 GMT

Quote from: Chris
Hi Mandy,
Sorry to hear of your problems.
I've just ran a quick line test and it's showing that you may still have a test username entered in your router, this is why you can't see anything other than the BT test site.
You need to log in to your router and change the connection username and password to your details, they should be username@plusdsl.net along with your account password.

How old is your account mandy? Mine's eight years and the login is username@plus.net not plusdsl.net. Just a thought, might be worth trying that.

Re: No internet for 7 days!!

Mand — Wed, 23 Dec 2009 10:15:01 GMT

I've got one of our faults agents looking at this for you now.

Re: No internet for 7 days!!

mandy — Sun, 27 Dec 2009 11:58:21 GMT

I've had no internet for 17 days now.
Today I received the advance notice for my direct debit payment - why do Plusnet finding it fitting to still charge for a service they are not supplying?

Re: No internet for 7 days!!

nozzer — Sun, 27 Dec 2009 12:39:41 GMT

And they promised that we wouldn't miss JameseH when he left!!

Re: No internet for 7 days!!

mal0z — Sun, 27 Dec 2009 13:48:15 GMT

there are unlikely to be an PN Comms staff reading this until Tuesday - so I've tried to highlight to some people that might help.
sorry to see you are without PN web access

Re: No internet for 7 days!!

mandy — Mon, 28 Dec 2009 23:09:02 GMT

My internet service has now been down for 18 days; this issue is not being resolved within a reasonable timeframe.
I am a customer paying for a service that PN are contractually bound to deliver. Although there may be legitimate limitations in your ability to speed things up if the problem relates to an issue with BT, but it is still PNs' responsibility to deliver to me this service.
I've had a look at Plusnet’s Code of Practice and will be following the Complaints Resolution by first bringing this issue to the attention of the Customer Service Director by way of formal complaint; I wish I had done this a week ago!

Re: No internet for 7 days!!

HPsauce — Mon, 28 Dec 2009 23:34:48 GMT

Where are you Mandy?
It would be sensible for PN to agree to you using the services (at PN expense of course) of a local Broadband-skilled IT professional to check the settings, perform sensible tests etc.
We all know that all the BT guys are really interested in is showing it's not a fault with the connection, but it can easily be an exchange issue where the responsibilty can be buck-passed for ever and a day.
Isn't it time that PN had a contract with a nationwide service that can, in extremis, go to the customers premises and really check out the problem?

Re: No internet for 7 days!!

mandy — Mon, 28 Dec 2009 23:49:42 GMT

I'm in Sheffield; less than 5 miles from Plusnet head office!!
When I try to logon, its as though my account doesn't exist, this is why I think it's a PN fault; its unbearably frustrating.
I was warned by the IT guy at work that this would happen, PN blame BT, BT blame PN, on and on, round and round.
I've had enough; I'm following the complaints procedure hoping the matter will be resolved before having to go down any messy legal route.

Re: No internet for 7 days!!

nozzer — Tue, 29 Dec 2009 09:08:47 GMT

Quote from: mandy
My internet service has now been down for 18 days; this issue is not being resolved within a reasonable timeframe.
I am a customer paying for a service that PN are contractually bound to deliver. Although there may be legitimate limitations in your ability to speed things up if the problem relates to an issue with BT, but it is still PNs' responsibility to deliver to me this service.
I've had a look at Plusnet’s Code of Practice and will be following the Complaints Resolution by first bringing this issue to the attention of the Customer Service Director by way of formal complaint; I wish I had done this a week ago!

In my personal opinion it would be better to write to the Chief Exec and let him then pass it down the line to whoever needs to action it. Use Recorded Delivery as well. Maybe copy it to Ofcom too and make sure that you state on the original letter that it's been copied. I have to say that I'm amazed that nothing seems to have been done about this.

Re: No internet for 7 days!!

nozzer — Tue, 29 Dec 2009 10:15:13 GMT

Quote
Isn't it time that PN had a contract with a nationwide service that can, in extremis, go to the customers premises and really check out the problem?

Now that IS an extremely interesting idea!! It would put them one step ahead of the competition!