New Customer with "activated broadband" but no signal?
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Re: New Customer with "activated broadband" but no signal?
22-07-2010 11:25 AM
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Re: New Customer with "activated broadband" but no signal?
22-07-2010 9:33 PM
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Quote from: retroboy BT did a check on the Exchange and then came to visit my home this morning to carry out more checks. The engineer said that the line is working ok and to get back in touch with Plusnet as it's their responsibilty to sort it out. It's difficult to know who is responsible for what... ping pong between the 2 companies.
Plusnet should know that BT tells customers to get in touch with plusnet after completing test,
i reported it to plusnet after this happened to me months ago, so why has this issue not be resolved?
puddy
Re: New Customer with "activated broadband" but no signal?
23-07-2010 7:12 AM
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Quote from: retroboy BT did a check on the Exchange and then came to visit my home this morning to carry out more checks. The engineer said that the line is working ok and to get back in touch with Plusnet as it's their responsibilty to sort it out. It's difficult to know who is responsible for what... ping pong between the 2 companies.
It's worse than that, I think. If you have a fault on the telephone line that affects the voice side it will almost certainly affect your broadband also. But you have to get your telephone service provider to call a BT Openreach engineer to fix the voice line fault. Then, if your broadband is still wonky you have to call your ISP (Plusnet) to call a BT Openreach engineer to fix the broadband line fault. Maybe it could even be the same person who comes the second time (I don't know if they specialise)? It's a ridiculous system but it must be dictated by the fact that somebody has to pay for the BT Openreach engineer's time and your voice and internet service providers cannot share (even if they are one and the same company).
Re: New Customer with "activated broadband" but no signal?
23-07-2010 11:26 AM
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Can't Plusnet ask BT themselves? (Maybe try calling them)
I'm getting totally sick of all this nonsense.
Re: New Customer with "activated broadband" but no signal?
23-07-2010 11:33 AM
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-Checked router cabling
-Moved the router to the master socket
-Unplugged all other devices
-Tested alternate filter
-Tested alternate router / proved router working on alternate line
-Tested in test socket
- Left the router powered up 24/7
If you reply to the ticket with a 'yes' or 'no against each one of these checks we'll be able to progress your fault further.
Re: New Customer with "activated broadband" but no signal?
23-07-2010 12:11 PM
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-Moved the router to the master socket
-Unplugged all other devices
-Tested alternate filter
-Tested alternate router / proved router working on alternate line
Plusnet already know I've completed all of these checks as I've already been over it a few times with different Plusnet customer services rep's.
The only one I haven't tried is leaving the routers on for 24 hours. After 30 minutes I just assumed that if it's not working (on either of them) it's not going to work at all?
Re: New Customer with "activated broadband" but no signal?
23-07-2010 12:25 PM
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Re: New Customer with "activated broadband" but no signal?
23-07-2010 12:30 PM
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Re: New Customer with "activated broadband" but no signal?
23-07-2010 12:37 PM
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Re: New Customer with "activated broadband" but no signal?
23-07-2010 3:05 PM
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Re: New Customer with "activated broadband" but no signal?
24-07-2010 12:51 PM
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Now he has tested the router, and this has proved to be working, BT have been out, surely they have the ability to know if the line is active or not, and test using a TEST login. In my view this whole escapade is a shambles, and I feel very sorry for the poor customer.
Sounds like an issue at the exchange. Come on PLUSNET, surely you can get this sorted, and stop asking the OP to perform tests, that are blatantly not going to address the fault at hand.
Re: New Customer with "activated broadband" but no signal?
24-07-2010 1:49 PM
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Quote from: penfold BT have been out, surely they have the ability to know if the line is active or not, and test using a TEST login.
Ability undoubtedly, but mandate, no because the BT engineer was there to address a voice line fault. It's absolutely crazy but that is the way the system works.
I was once helping a client set up BT broadband for the first time, except that there didn't seem to be a broadband signal on the line. So we phoned up BT Tech support and the engineer ran a line test and assured us everything was okay, then a little later looked in more detail at the records and found that the connection had not been made at the exchange. So goodness knows what the 'line test' was testing! The reason given for failing to connect on schedule was rather strange, it seemed to boil down to the lack of a length of cable, although there was a technical term (which I have now forgotten) used to obscure this.
Re: New Customer with "activated broadband" but no signal?
24-07-2010 2:11 PM
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Quote from: penfold In my view this whole escapade is a shambles, and I feel very sorry for the poor customer.
Thanks..some sympathy at last!
Actually Plusnet do have pretty good customer service. It's delivering the actual product where they seem to be having problems.
I decided I'd had enough yesterday and called Plusnet to cancel everything. The chap who I spoked to convinced me to stick with it and put me on a priority status and get BT openreach to sort it. Haven't heard anything in the last 24 hrs though. I guess not much happens over the weekend so with a bit of luck I'll hear something on monday.
Re: New Customer with "activated broadband" but no signal?
24-07-2010 3:35 PM
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Ping pong....I feel like a ping pong ball.
Re: New Customer with "activated broadband" but no signal?
24-07-2010 8:19 PM
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Quote from: ReedRichards
Quote from: penfold BT have been out, surely they have the ability to know if the line is active or not, and test using a TEST login.
Ability undoubtedly, but mandate, no because the BT engineer was there to address a voice line fault. It's absolutely crazy but that is the way the system works.
@ReedRichards... I absolutely agree, as I read more and more posts of these very issues, I feel the situation with BT is fast becoming untenable. How long can they go on providing such a shoddy service, before ISPs finally get sick of it, or are the ISPs unwilling/unable to actually force BT to do anything. From what I know, after talking to the various engineers I have had for my lengthy fault, Even the Openreach Engineers cant speak to BTwholesale, who seem to me to be the weak link in the chain.
Quote from: retroboy
Quote from: penfold In my view this whole escapade is a shambles, and I feel very sorry for the poor customer.
Thanks..some sympathy at last!
Actually Plusnet do have pretty good customer service. It's delivering the actual product where they seem to be having problems.
Again I agree, PlusNet do deliver some excellent customer service, its when the god emperor BT get involved where the issues lie, and plusNet cant go anything about it.
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