Plusnet - speed of support response gone down hill!

[#1]

I've had an ongoing fault since March, and between March and June 6 engineers appears.  Fault went away without a real fix - it just stopped happening enough to cause grief and the line was slowed down as it was, *cough*, "over performing" - lol.  Really?  It was with serious faults team.
Now its back
Trying to phone, 1hr wait times - REALLY!?  I'm sure I'm  with PlusNet and not TalkTalk?  Hey ho.  Not a one off either, I tried numerous times.
So I log a support call on the support portal
ONE WEEK LATER I get a response - say an engineer needed (#7 or #8 I've lost count). Ticket says due to history REIN check recommended.  Call to arrange a time.  I call - ONE HOUR WAIT TIME AGAIN - What is going on? Whilst on phone holding and wasting my life, I also got online chat - who told me I need to respond via the portal.  So I did.
Now 6 hours later - and still no response - so do I need to wait another week?
Why didn't the person  who wanted to arrange an engineer actually call me to speak?  Would've been done and dusted in seconds.
And as the problem is PROBABLY REIN related, and the line drops roughly 18:30 +/-15 mins - what good is engineer #7 coming at any other time?  Historically each time they say "looks fine", they reset it, and go, and a few hours later same.  Of course, I'm  happy for an engineer to come around just to rule out the basics that the other 6 missed previously.
(Of course, it could be a totally new fault that needs a basic engineer with just similar symproms)
Now the line is working, but keeps dropping packets which means Sonos (music) keeps dropping out.  ARGH!
I accept issues happen, but a week for a response?!  etc etc is not acceptable.  not knowing any ETA, not being able to speak to support is just not on.
What has happened to plusnet?
Do we need to start shouting on Facebook or Twitter to get decent support?  Is there an SLA for response?  (Is 1 week from reporting a fault acceptable?  Ticket ID 116073034  )
Really disappointed - seems PlusNet is going the same way as the other suppliers I strive to avoid.

[#2]

I raised a fault with my broadband on 3 December. Information started to appear on my ticket on 8 December, but it was 10 December before I got the follwoing reply:
Dear Mr Sullivan,
Thank you for your patience.
Our suppliers have informed us they have cleared a fault on your line. They believe this has rectified the issue you reported to us.I hope this clears things up for you.
If you are happy this issue has been resolved, you can click here to close this ticket.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 if we can be of further assistance.

Kind regards
I am now back up to an "acceptable" speed, but do feel it should be faster.
I do feel the quality and speed of customer service needs to improve drastically.  I will seriously consider looking elsewhere at the end of my contract unless there is a visible improvement 

[#3]

It used to be great.
15 min max on phone, normally 5.  (over last 3 weeks, its been 45-60m and I've never actually had time to hang on)
Chat was 1-5 mins - Now 20-30+ and then not great
Online portal was same or next day, now 1 week.
Something has changed - its now as bad as the rest.

[#4]

Oh well, 1945 today - later than normal

Just before outage
Link Information

Uptime: 0 days, 9:08:11
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 1.060 / 14.130
Data Transferred (Sent/Received) [MB/GB]: 807,05 / 1,41
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 20,7 / 36,0
SN Margin (Up/Down) [dB]: 6,4 / 2,5
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 8 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 46.643 / 0
FEC Errors (Up/Down): 24.470.379 / 260.977.638
CRC Errors (Up/Down): 10.619 / 105.424
HEC Errors (Up/Down): 2.253 / 1.984.661

---------------------------
Event log
Dec 18 20:46:42 LOGIN User admin logged in on [HTTP] (from 192.168.1.84)
Info  Dec 18 20:37:09 SNTP Synchronised to server: 212.159.13.49
Warning  Dec 18 20:34:37 IDS scan parser : tcp port scan: 132.245.229.146 scanned at least 10 ports at 217.32.163.35. (1 of 2) : 132.245.229.146 217.32.163.35 0040 TCP 443->54351 [...R..] seq 2858702246 win 8201
Warning  Dec 18 19:52:09 IDS scan parser : tcp port scan: 2.17.32.45 scanned at least 10 ports at 217.32.163.35. (1 of 1) : 2.17.32.45 217.32.163.35 0040 TCP 80->53779 [...R..] seq 2222598307 win 0
Info  Dec 18 19:51:47 CONFIGURATION saved by TR69
Warning  Dec 18 19:51:32 PPP link up (Internet) [217.32.163.35] 
Info  Dec 18 19:51:31 PPP CHAP Chap receive success : authentication ok
Info  Dec 18 19:51:31 PPP CHAP Receive challenge (rhost = JUNOS)


Info  Dec 18 19:51:15 PPP CHAP Receive challenge (rhost = bras-red4.mqd)
Info  Dec 18 19:51:14 xDSL linestate up (ITU-T G.992.5; downstream: 10080 kbit/s, upstream: 1060 kbit/s; output Power Down: 19.2 dBm, Up: 12.6 dBm; line Attenuation Down: 36.0 dB, Up: 20.7 dB; snr Margin Down: 3.1 dB, Up: 6.6 dB)
Warning  Dec 18 19:50:47 PPP link down (Internet) [195.99.33.216] 
Info  Dec 18 19:50:47 xDSL linestate down
Info  Dec 18 19:50:17 xDSL linestate down
Info  Dec 18 19:49:57 xDSL linestate down
Warning  Dec 18 19:46:19 IDS scan parser : tcp port scan: 216.58.213.142 scanned at least 10 ports at 195.99.33.216. (1 of 1) : 216.58.213.142 195.99.33.216 0040 TCP 80->53674 [...R..] seq 528382609 win 0
Info  Dec 18 19:45:56 CONFIGURATION saved by TR69
Warning  Dec 18 19:45:41 PPP link up (Internet) [195.99.33.216] 
Info  Dec 18 19:45:41 PPP CHAP Chap receive success : authentication ok
Info  Dec 18 19:45:37 PPP CHAP Receive challenge (rhost = JUNOS)
Info  Dec 18 19:45:33 PPP CHAP Receive challenge (rhost = bras-red4.mqd)
Info  Dec 18 19:45:27 xDSL linestate up (ITU-T G.992.5; downstream: 10305 kbit/s, upstream: 1063 kbit/s; output Power Down: 19.4 dBm, Up: 12.6 dBm; line Attenuation Down: 36.0 dB, Up: 20.7 dB; snr Margin Down: 3.2 dB, Up: 6.5 dB)
Info  Dec 18 19:45:00 xDSL linestate down
Info  Dec 18 19:44:42 xDSL linestate down
Info  Dec 18 19:44:12 xDSL linestate down
Warning  Dec 18 19:44:10 PPP link down (Internet) [46.208.87.187] 
Info  Dec 18 19:43:52 xDSL linestate down
-----------------------------
Now, oh look, still errors:-
Link Information

Uptime: 0 days, 0:55:28
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 1.060 / 10.080
Data Transferred (Sent/Received) [MB/GB]: 820,00 / 1,47
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 20,7 / 36,0
SN Margin (Up/Down) [dB]: 6,3 / 3,8
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 8 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 50.121 / 0
FEC Errors (Up/Down): 39 / 19.348.753
CRC Errors (Up/Down): 0 / 301
HEC Errors (Up/Down): 0 / 234

---------------
But, the main purpose of this thread, from the call saying "call us to arrange an engineer" - and that being impossible, has any response been received?  Nope - so 24 hours if I'm lucky for someone to continue a conversation that could've been resolved in seconds if they called me.
Mad.

[#5]

Wow!
PlusNet really are getting bad!
STILL NO RESPONSE.  5 days getting for initial response which was "you need an engineer" - but due to no call and asking me to call (impossible, and even on chat told I need to go via the support portal), now 3 days from that - still no response! 
Serious question- what on earth has changed? I'm going from a strong recommender of PlusNet to on the verge of social media assassination! 

Now again, the internet connection yoyo has started again - great for prime time media 

If anyone from PlusNet reads this (ha!) - please advise SLAs and how I can raise a complaint? 
Info  Dec 20 17:50:19 CONFIGURATION saved by TR69
Warning  Dec 20 17:50:04 PPP link up (Internet) [146.198.208.39] 
Info  Dec 20 17:50:03 PPP CHAP Chap receive success : authentication ok
Info  Dec 20 17:50:02 PPP CHAP Receive challenge (rhost = JUNOS)
Info  Dec 20 17:50:01 PPP CHAP Receive challenge (rhost = bras-red4.mqd)
Info  Dec 20 17:49:59 xDSL linestate up (ITU-T G.992.5; downstream: 10053 kbit/s, upstream: 1060 kbit/s; output Power Down: 19.2 dBm, Up: 12.6 dBm; line Attenuation Down: 36.0 dB, Up: 20.7 dB; snr Margin Down: 3.1 dB, Up: 6.4 dB)
Info  Dec 20 17:49:32 xDSL linestate down
Info  Dec 20 17:49:14 xDSL linestate down
Warning  Dec 20 17:49:05 PPP link down (Internet) [146.200.250.139] 
Info  Dec 20 17:48:57 xDSL linestate down
Info  Dec 20 17:48:26 xDSL linestate down
Info  Dec 20 17:48:06 xDSL linestate down
Warning  Dec 20 17:47:58 IDS scan parser : tcp port scan: 104.146.128.29 scanned at least 10 ports at 146.200.250.139. (1 of 1) : 104.146.128.29 146.200.250.139 0040 TCP 443->55533 [..AR..] seq 2401772791 ack 1975068808 win 0
Info  Dec 20 17:47:50 CONFIGURATION saved by TR69
Warning  Dec 20 17:47:35 PPP link up (Internet) [146.200.250.139] 
Info  Dec 20 17:47:35 PPP CHAP Chap receive success : authentication ok
Info  Dec 20 17:47:35 PPP CHAP Receive challenge (rhost = JUNOS)
Info  Dec 20 17:47:34 PPP CHAP Receive challenge (rhost = bras-red4.mqd)
Warning  Dec 20 17:47:21 PPP link down (Internet) [146.200.87.137] 
Info  Dec 20 17:43:24 CONFIGURATION saved by TR69
Error  Dec 20 17:43:10 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 109.123.97.70 Dst ip: 146.200.87.137 Type: Destination Unreachable Code: Communication with Destination Host is Administratively Prohibited
Warning  Dec 20 17:43:08 PPP link up (Internet) [146.200.87.137] 
Info  Dec 20 17:43:05 PPP CHAP Chap receive success : authentication ok
Info  Dec 20 17:43:02 PPP CHAP Receive challenge (rhost = JUNOS)
Info  Dec 20 17:43:02 PPP CHAP Receive challenge (rhost = bras-red4.mqd)
Info  Dec 20 17:43:00 xDSL linestate up (ITU-T G.992.5; downstream: 10248 kbit/s, upstream: 1063 kbit/s; output Power Down: 19.3 dBm, Up: 12.6 dBm; line Attenuation Down: 36.5 dB, Up: 20.7 dB; snr Margin Down: 3.1 dB, Up: 6.5 dB)
Warning  Dec 20 17:42:39 PPP link down (Internet) [87.114.79.18] 
Info  Dec 20 17:42:33 xDSL linestate down
Info  Dec 20 17:42:10 LOGIN User admin logged in on [HTTP] (from 192.168.1.84)
Info  Dec 20 17:42:03 xDSL linestate down
Info  Dec 20 17:41:43 xDSL linestate down

[#6]

I appreciate that the lack of response hasn't been great, however I've just read over the fault ticket and although we've asked for engineer times and availability you don't seem to have let us know these?
If you can let us know your availability and agreement to the potential charge (if the fault is caused by your internal wiring, or you miss the appointment) we'll get one booked in for you.

[#7]

Hi Chris, thanks for responding
The ticket said:-
"Please contact us on 0800 432 0200 to arrange an appointment as soon as possible. Alternatively you can reply to the ticket online by clicking click here"
I did call, 1hr wait.  I tried later, 1hr wait.  I then had an online chat and and was told the only way was to reply via ticket.
I then replied with
" As you may be aware, the last set of engineers mentioned there was always a fault "around" 6:30pm. Does this tie in with your logs? If so - maybe arrange an engineer to be in and connected over that time?
REIN was suspected last time but never proven. 100% certain it isn't internal to this property - 5 or 6 engineers have been here previously, and drops noted when everything is disconnected (incl fridge/freezer/heating etc).
So perhaps a detailed REIN check at 18:00-19:00?
Sending a "standard" engineer doesn't usually help - as above we've had 5 or 6 already.
I confirm the above terms and expect the same back if the engineer fails to show when agreed"

So whilst I didn't give specific times/days I want to speak to someone so we can agree what type of engineer is going to come and when, as the fault seems to always be outside of normal hours etc.  I also left my mobile number (again) - which if someone called a time slot could be agreed in minutes.
Sending standard OR engineer #7 isn't going to help anyone (probably) - and there is no internal wiring or equipment other than your router/cable which has been replaced/swapped.  And having taken numerous 1/2 days off work and OR not always turning up......  
That was Friday, and no response to that ticket.  So if I had replied "Monday am or Monday pm or Tuesday am or Tuesday pm" - I'd be in limbo as there is no communication.  Am I expected to give you dates then cancel all plans and book time out from work on the off chance someone gets back to me?  If so I'd have had 2 days sitting at home in limbo waiting for confirmation or not - and as of now, the ticket is not updated by PN so what am I supposed to do with no communication?
And still not able to talk to anyone to arrange.  
(And please, if you are looking at the ticket, look at previous tickets (plural) for the full story.
I can be around 23rd AM, 24th AM or PM but would need notice.  Is it worth updating the ticket?  WIth no confidence (7d for initial reply, and then 4d so far of silence.....) is it worth updating that?  
Ideas welcome Chris - you too have my number
At least line hasn't dropped for 40 hours but still a bit dirty
Loss of Framing (Local/Remote): 8 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 57.048 / 0
FEC Errors (Up/Down): 887 / 150.681.563
CRC Errors (Up/Down): 0 / 18.180
HEC Errors (Up/Down): 0 / 17.550


EDIT:  11:50 - looks like someone has read the ticket and doing a line test.....
EDIT:  12:00 - ticket updated 
I can see that the fault is ongoing I have now raised this issue to our suppliers for further testing,I have asked them to pass this to there REIN team to investigate further after they have completed testing. Our suppliers will provide us with more information as it becomes available
11 days to get that far - I guess its progress, we'll see how it goes....  If Chris/ANO from this forum "kicked" the ticket into action - thanks - apprecaited