Appalling speed and customer service
Quote from: Granite66 Well certainly got a decent engineer imo.
I assume that was all sarcasm
There is no way of dealing with OR directly. However Plusnet should be able to get some information.
Now, if I've understood all this correctly, you started with a working service and then a fault developed?
Unfortunately you didn't post any stats or test results as mentioned in my first 2 posts in this thread whilst you still had a connection, so I can't comment on what might be achieved.
However, from what you have just posted, the engineer that attended has left you in a worse situation than before he arrived - that is totally unacceptable, so Plusnet are just going to have to get another engineer out to get this solved. It also sounds like no attempt whatsoever has been made to escalate this.
I don't know who it is that's offering a full refund and going to leave you high and dry, but I'm sure one of the Customer Relations Team (CRT) will pick this up tomorrow (Tony or one of the others with the faults knowledge) and try and get to the bottom of what's going on.
Edit:: meant to add that a phone line that's making noises like that is obviously faulty, badly balanced, has bad joints etc and no wonder you don't have any broadband at present. Also add comment re escalation.
Update: After looking for service provision obligations...
So BTOR are obliged to provide a phone service having a narrowband capability of just 28.8kps - truly out of the ark level service which is no darned use given that ISPs such as PlusNet are withdrawing dial up services. Again, this shows just how useless Ofcom is!
Quote from: http Provision of a connection capable of functional internet access
1.10 BT and Kingston are required to provide a connection upon reasonable request and at uniform prices, irrespective of geographical location. This requirement is particularly valuable to customers in remote rural areas whom the market might otherwise not serve. Where installation of a new line costs £3400 or less, BT sets a standard charge. Where installation will cost over £3400, BT requires the customer to pay the excess costs (plus its standard connection charge). Ofcom consider the use of a ‘threshold’ to be a sensible approach; Ofcom is seeking further data to help it decide the level of that threshold. In addition, Ofcom intends to publish guidance on the issues to be taken into account in considering whether a request is reasonable.
1.11 The obligation on BT and Kingston to provide a connection upon reasonable request encompasses the provision of a narrowband connection capable of ‘functional internet access’ (FIA). Guidelines on FIA were issued in 2003 which said that users should be able to expect connection speeds of at least 28.8 kbit/s. It also set out measures that universal service providers should take in response to complaints about data speeds. The Guidelines have been beneficial and no significant changes are proposed at this time. In particular, it is considered that the benchmark minimum speed should remain at 28.8 kbit/s for the time being.
So BTOR are obliged to provide a phone service having a narrowband capability of just 28.8kps - truly out of the ark level service which is no darned use given that ISPs such as PlusNet are withdrawing dial up services. Again, this shows just how useless Ofcom is!
Quote from: Granite66 Anyway thats me till tomorrow, I'm off home to my internetless home.
The one with the swarm of bees on the phone line
Quote from: Granite66 What I dont understand is this http://www.superfast-openreach.co.uk/where-and-when/
That shows my postcode is now "Accepting Orders" for fibre optic, surely this is up to Plusnet to push for? Our row of cottages alone has 16 properties some going through the same pain, others long since given up, plus add in other properties in the area, there's new accounts up for grabs to the right company.
This sounds like a case of each of you writing a letter and sending them all in one envelope recorded delivery to OFCOM.
I hope you are pursuing the ticket regarding your fault with the objective of getting another engineer to sort your line out.
With regard to availability use https://www.btwholesale.com/includes/adsl/main.html and enter your number.
I also note that this thread was NOT picked up yesterday by CRT
With regard to availability use https://www.btwholesale.com/includes/adsl/main.html and enter your number.
I also note that this thread was NOT picked up yesterday by CRT
Thanks anotherone, yeah up to 0.5Mb which I knew, but also on the Openreach site fibreoptic is available under "Accepting Orders", and indeed the fibreoptic line goes right through the village, but we are not on the network, properties further down in the next village are however
If the ADSL checker doesn't list FTTC, then there isn't a Fibre one for you
Hi there.
Fibre is available at your cabinet however it looks like you are too far away from it to receive it. Our suppliers records are showing your line is over 8 kilometres long which won't be helping your current situation.
We need to look at getting another engineer out ideally to get the service working.
If you can let us know when your available we'll get that booked in for you.
Fibre is available at your cabinet however it looks like you are too far away from it to receive it. Our suppliers records are showing your line is over 8 kilometres long which won't be helping your current situation.
We need to look at getting another engineer out ideally to get the service working.
If you can let us know when your available we'll get that booked in for you.
