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Fault on Fibre Broadband - 24 Days 4 visits- speed down from 76 to 24

Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

Now had phone call back from PN - booked appointment for Saturday 1.00 -6.00   And confirmed with BT.  Trouble is they booked appointment with me on Monday night for Saturday -am 8.00 till 1.00.   They say they will change it as I have organised my day around the morning appointment.  
No explanation of the delay - no reason from BT why they messed up - just we'll come backing Saturday.
Most unsatisfactory.   Has been off all night again - work backing up and wife very unhappy + I've used most of my mobile phones mobile allowance.
No contact again from James Bailey - very disappointed as he was so good last time there was a problem.
To add insult to injury the young lady I spoke to tonight - said basically - nothing we can do now until Saturday.   She's right of course we are all in BTOR hands - but it's not very helpful.
Embarrassed
Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

Leonardo,
Thank you for your kind advice - I checked the link - very interesting.
Speed is not problem - when it is working getting over 50 meg on 72 sync.
It is either on or off though and currently off for several hours - don't know whether to turn off modem to try to reset.
Plusnet don't seem to suggest this.
Very frustrated.
Grimble
Dhaos
Grafter
Posts: 155
Thanks: 1
Registered: ‎26-02-2013

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

Disconnect your pppoe connection from the router but dont turn the modem off, this will make you gateway hop hopefully increasing your speed (if you are on a gateway that is slow, which happens)
Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

Thank you Dhaos,
Now confirmed BT coming on Saturday morning so I will leave it to them.
Speed has now dropped to 30meg but so has the line - it has been pegged at 32meh bu my supplier?  as least that's what is says.
James
Grafter
Posts: 21,036
Thanks: 5
Registered: ‎04-04-2007

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

Hi Grimbleweed,
I am really sorry - I hadn't seen anything from you asking for me to call you back, otherwise I most certainly would have done.  Part of this is due to the fact the the forums aren't part of my job - just something I look into when I get a bit of a chance.
I've asked one of my guys to take ownership of your fault and he'll be in touch with you later on today.
Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

No problem James - Steve has contacted me.
Quote "The latest graph is attached here and does show the connection is more stable currently but has not been working overnight which to me is still indicative of a fault somewhere:
I will be available all day on Monday and work from 9am to 5:30pm.
I'll give you a call at some point then, but if you do need to speak to me before, please contact me on 08450020177.
I've also passed your regards onto James and he said thank you."
BT have throttled the speed to 32 m  - hope this isnt to attempt a half baked resolution.
Pete
Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

Thought you might like an update.
Still noit working correctly.
Modem changed on Saturday - however told by engineer that modem was rubbish and that only the huAWIE one was any good.
sergvice still dropping out.
4th engineer visit booked for for Saturday.
Now Plusnet cant even test line as an apache server at BT has broken down - specifically for my connection ?Huh
Getting really tired of this.
Everyone trying to be very pleasant but it is getting quite fraught really.
chrispurvey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

Hi Grimbleweed,
Thank you for your patience while we resolve this, I can see the engineer is confirmed for you on Saturday.
Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - Ongoing SAGA OF INEFFICENCY AND WASTE OF TIME

Yes Chris we had an engineer booked but at the 11th hour told not coming.,
You cannot believe how angry I am..
Why no engineer when it was booked
I have rearranged my weekend for the third week running - and now a no show - this is ridiculous.
Steve rang and said ring him before 5.30 rang at 5.17  no answer cant get hold of him.
Too late -  well thank you very much - escalations team - off for the weekend whilst I try to re-sort my time out.
This is going on too long.
Speeds dropping all the time as they throttle back -  clear fault but not any action.
Your escalation team now cant be trusted - say one thing and do another.
What am I not being told I wonder.!!
Now this is the fourth engineer visits - 2 no shows and two not fixed the problem!!
Score line  Customer 0    BTOR  4
Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - WHAT A NONSENSE SUPPORT IS -NO HELP

Saturday 3.00 pm
problem still there - not able to work this morning - dropped for a hour.
After cancelling appointment today at the last minute yesterday.  Yes you guessed it - they have now decided they need access to my property to fix a battery fault.
The pairs were changed on the first engineer visit - with no difference to fault.
Now I have to allocate another Saturday...............................
When is this nonsense going to end.
chrispurvey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fault on Fibre Broadband - WHAT A NONSENSE SUPPORT IS -NO HELP

Sorry again to hear that, I've spoken with Steven who is handling your fault.
I believe he has left you a voicemail and he's also updated your ticket with our next steps taken.
Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - 24 Days 4 visits- speed down from 76 to 24

Sad Sad Sad Sad
Another bad day   4th Visit - system even worse than before.
Wits end.
Openreach wouldn't even contact PN even though asked to by HLE and large note left by me giving phone number etc.
I am past angry now - just completely numb.
dick:blue Excessive emoticons removed as per this forum rule.
chrispurvey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Fault on Fibre Broadband - 24 Days 4 visits- speed down from 76 to 24

Doesn't make for good reading..... I'll chase this up with Steven as we need to get an update from our suppliers.
Grimbleweed
Grafter
Posts: 29
Registered: ‎10-10-2012

Re: Fault on Fibre Broadband - 24 Days 4 visits- speed down from 76 to 24

It certainly doesn't -
Have spoken to Steven Crookes this morning and still no details from BT Openreach about what was done and my system is even slower this morning.
Do you have a Managing Director or Chairman I could contact?
James
Grafter
Posts: 21,036
Thanks: 5
Registered: ‎04-04-2007

Re: Fault on Fibre Broadband - 24 Days 4 visits- speed down from 76 to 24

Hi,
We do have a CEO, but he would pass your case to me.
As you're already dealing with Steven and myself, I don't think this would really benefit you any I'm afraid.
I am however trying to get your case escalated.