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Reporting Faults

glloyd
Rising Star
Posts: 1,670
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Registered: ‎06-04-2007

Reporting Faults

Once upon a time it was easy to report a broadband fault but now it's devil of a job. Surely it would save a lot of time and money if it was made easier and far better than hanging on the phone for ever.

11 REPLIES 11
Gandalf
Plusnet Help Team
Plusnet Help Team
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Re: Reporting Faults

Hi @glloyd

You can report a fault to us online at http://faults.plus.net still. 

If you let us know over here once you've done this we'll be happy to pick it up.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
glloyd
Rising Star
Posts: 1,670
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Registered: ‎06-04-2007

Re: Reporting Faults

That would be OK if the damn thing was not off line.

RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
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Registered: ‎11-01-2018

Re: Reporting Faults

 

Hi @glloyd

 

Thanks for coming back to us.

 

The fault link that has been provided can be used from any PC or browser enabled device with access to the internet, it doesn't need to be raised from within your premises.

 

Best wishes,

 

Dave

glloyd
Rising Star
Posts: 1,670
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Registered: ‎06-04-2007

Re: Reporting Faults

The fault reporter was not working when I tried it. I now have a ticket open 179454015 but nothing has been checked.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Re: Reporting Faults

Thanks for raising it.

We'll get it picked up as soon as possible

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 Matthew Wheeler
 Plusnet Help Team
glloyd
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Posts: 1,670
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Registered: ‎06-04-2007

Re: Reporting Faults

Having waited for the fault reporter to work I'm still waiting for it to be looked at Question #179454015. I fail to understand how PlusNet continues to get high rating for customer service.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Re: Reporting Faults

Sorry to hear you haven't had a response.

I've chased this up for you and you should have a update shortly

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
glloyd
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Posts: 1,670
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Registered: ‎06-04-2007

Re: Reporting Faults

Thanks Matt

glloyd
Rising Star
Posts: 1,670
Thanks: 20
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Registered: ‎06-04-2007

Re: Reporting Faults

OR Engineer turned up early, nice bloke. However, so much for their test equipment. It shows no disconnections back to the 12th July despite PlusNet Radius graph showing many as does my router and even the connection speeds were wrong. Fingers crossed all the testing may reset something.

MatthewWheeler
Plusnet Help Team
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Re: Reporting Faults

That is odd.

I'd recommend monitoring the connection to see if the drops continue

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 Matthew Wheeler
 Plusnet Help Team
ejs
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Registered: ‎10-06-2010

Re: Reporting Faults

It's not necessarily odd. The Plusnet radius graph shows PPP disconnections, while presumably the Openreach person would have been looking at historic DLM data showing DSL disconnections. It's quite possible for there to be PPP disconnections while the DSL remains connected. Router logs vary considerably depending on the router.