Unimpressive customer support
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- Re: Unimpressive customer support
Unimpressive customer support
07-11-2012 9:14 PM
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"I've just phoned up your helpline to discuss the problem, having been out of the country for the last week. I explained to your "adviser" that I have great difficulty in being able to free up 3 half days to be at home for the BT engineer to call, due to the nature of my work . His attitude was to say the least unhelpful, and I was not at all impressed with his take it or leave it approach. I moved to your company from one which provided excellent remote assistance and polite advice, and I am regretting this now. I have had my initial query fobbed off as being within normal limits, subsequently proven to be incorrect, and although I appreciate on site access can be necessary, I would have liked some educated discussion during my phone call tonight.
I am unsure how to resolve this issue now, as I am currently receiving a 16Mbps download on a line that you first told me could deliver 37, and initially did. I have done all the on site checks possible, including removing all additional connections to the router and carrying out the advised power down/up sequence, with no benefit.
Could you suggest any options now please that would enable me to get this problem sorted. "
The line test result is copied below, apologies for the formatting. The text states Appointment Required N not sure what this means. Has anyone got any suggestions as to how I can try and sort this out?
Thanks
[removed] - BOT - DSL Logged Faults
3:07pm, Friday 26 Oct 2012
[Internal]
Line ok
Test Outcome
Fail
Test Outcome Code
GTC_FTTC_SERVICE_1603
Description
Downstream Line rate changed by 25% or more in the analysis period. Continue submitting trouble report.
Main Fault Location
DT
Sync Status
In Sync
Downstream Speed
20.0 Mbps
Upstream Speed
6.1 Mbps
Appointment Required
N
Fault Target Fix Time
Fault Report Advised
Y
Profile Name
10M-20M Downstream, Interleaving High - 3.6M-7.2M Upstream, Interleaving Off
Time Stamp
2012-10-26T04:30:00
Parameters
MIN
MAX
AVG
Down Stream Line Rate
20.0 Mbps
30.0 Mbps
27.7 Mbps
Up Stream Line Rate
5.5 Mbps
6.0 Mbps
5.6 Mbps
Up Time
24300 Sec
78881 Sec
54653 Sec
Retrains
0
1
0
Current and Last 15 Minute Bin Performance
Last Traffic Count(Upto 15 mins)
Current Traffic Count(Upto 15 mins)
Start Time Stamp
2012-10-26T14:45:12.370+01:00
2012-10-26T15:00:12.370+01:00
Ingress Code Violation
0
0
Egress Code Violation
0
0
Errored Seconds
10
3
Severely Errored Seconds
10
3
Unavailable Seconds
0
0
estimated speed 30Mbps downstream and upstream line speed of 5.6Mbps.
Line banded.
Problem Explanation: [GEA503] An issue has been identified. Appointment Not required.
Resolution/Recommendation: Report fault to BTW for OR investigation.
raising fault.
Kind regards,
[removed]
adie:red CSA name removed as per link:rules
Re: Unimpressive customer support
07-11-2012 9:24 PM
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Do you have anyone else who can be at home on a given day? Even a neighbour with a key or similar, I don't see why they couldn't accept an instruction to knock at number x to get access?
I'd have also thought, for example, if you specify a date well in the furure they should be able to get an engineer organised for that day (BT dependent).
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Re: Unimpressive customer support
07-11-2012 9:49 PM
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@kevinrt - please check your "my messages" folder.
Re: Unimpressive customer support
07-11-2012 10:45 PM
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Re: Unimpressive customer support
07-11-2012 10:55 PM
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I'd suggest calling again in case the particular agent you spoke to was not fully aware of the situation.
If you get no further then post back here (first thing in the morning is usually a good time), there are some top PN staff regularly on the forums who will likely do whatever they resonably can to accommodate you.
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Re: Unimpressive customer support
07-11-2012 10:58 PM
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Re: Unimpressive customer support
07-11-2012 11:01 PM
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Re: Unimpressive customer support
08-11-2012 10:24 AM
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We wouldn't routinely offer saturday appointments I'm afraid because it is very rare that they're actually available unfortunately. We'll certainly try and get one for you though, but if not the three dates requested are only possibles - you'd only need to take one of them off for the visit and we'd inform you which date has been booked as soon as we've been able to confirm it. We'll get on it for you and get in touch later today to try and arrange another appointment as that's the next step needed to progress this for you.
Re: Unimpressive customer support
08-11-2012 9:56 PM
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I'll try and sort out some availability but this is going to be difficult on a weekday due to work issues as stated previously - I have now received email and sms confirmation that the only way to proceed is to book an appointment , and advice to get back in touch. I did have an apology for the approach taken by the fault advisory person last night, but some background as to the nature of the problem would be useful. Again, my main issue is with the approach, from a company that presents itself as supportive yet allows the typical BT support approach to show through. I obviously know about the commercial link between Plusnet and BT, but had hoped that the traditionally awful customer service response from the latter would not find its way into Plusnet.
I hope my impressions are proven wrong in due course.
Re: Unimpressive customer support
09-11-2012 11:49 AM
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I'm glad to see that there is progress and we're just waiting for your availability now.
One of the reasons for sending an engineer is to identify and then resolve the fault, so until he engineer has identified this we do not know exactly what the cause is.
We are given strict timeslots that we have to adhere to where arranging appointments, they are not convenient in all cases and maybe in some cases we can let you know what date is available instead of getting 3 dates when you are struggling to get one.
I'll keep an eye on the progress of this and if you need anything then just give me a nudge and I'll be happy to help.
Chris
Re: Unimpressive customer support
10-11-2012 4:31 AM
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Quote from: chrispurvey We are given strict timeslots that we have to adhere to where arranging appointments, they are not convenient in all cases and maybe in some cases we can let you know what date is available instead of getting 3 dates when you are struggling to get one.
That sounds like good news Chris but kept well hidden from most of us.
Most importantly I'm sure we all wish kevinrt a quick and happy solution.
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Re: Unimpressive customer support
13-11-2012 9:42 PM
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To update you - I managed to arrange time off Monday afternoon this week (admittedly very short notice), so I phoned in on Saturday morning and spoke to a very helpful adviser, to give that date and the coming Saturday morning as possible timeslots. I was told that both might well be possible, and that someone would phone me back within a short time to confirm.
No surprise to me now when no-one did call back; instead I got an sms message stating that a fault had been found on the line (no news there!), and an engineer visit would be aranged within 48-72 hours.
No further contact received after 80 hours - but who's counting....
Seems little point in chasing this actively now - I'm just spending time on the phone for no good reason; my broadband is working at less than half the intended speed on download, but at least is connecting.
As mentioned previously - this is very nostalgic - reminds me of why I moved from BT.
Kevin
Re: Unimpressive customer support
14-11-2012 9:24 PM
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Re: Unimpressive customer support
18-11-2012 11:48 AM
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Very helpful and thorough engineer - found as expected the service had been capped at 18Mbps for the last 6 weeeks -apparently due to drop outs over a few days at that time. I don't understand why this hadn't adjusted back up dynamically, engineer suggested the limit had been requested to be set at 18?
He found some induced voltage on the line -"battery" effect, of 4 volts, and said this was probably due to a jointing issue, but shouldn't really affect download speeds.
The maximum sync speed he got after asking for the cap to be lifted to 50Meg was 39, and the lowest 37, on repeated testing, with no significant errors. I thought we'd got it sorted, but on connecting up (wired LAN), could only get 20Meg download - he checked again withg his equipment and got 37 again.
We swapped routers from the netgear N150 to the awful technicolour supplied device, with the same results.
So - a bit further forward - the engineer is not closing the job, and they'll look at the line again, but it seems I've got an internal problem as well.
Given that we tried 2 routers, with everything else on the LAN disconnected, could this be a modem issue - the engineer thought not, as they either work or don't according to him.
Is it worth trying connecting directly to the modem -and if so could I have advice on how to do this please.
Incidentally, the engineer told me that despite changing to the 80/20 service some time ago my profile was still 40/10 with them - although I don't suppose this would make any difference?
Thanks - all advice appreciated.
Kevin
Re: Unimpressive customer support
18-11-2012 12:18 PM
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Having read through this thread, first of all, I am really sorry to hear that you've experienced such a rough time getting this issue resolved. With regards to the problem, if the line is restricted (banded) it isn't something that can be corrected remotely by ourselves, it does require an engineers visit. It is good to see that problems have been identified and most issues resolved.
I'll be keeping a close eye on this until the issue is fully resolved for you. What you have endured thus far certainly isn't how we would like you to feel when raising or reporting a fault with your service.
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