graphic of disconnects
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- Re: graphic of disconnects
graphic of disconnects
09-10-2013 9:14 AM
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(username is barireidpo)
cheers
Re: graphic of disconnects
09-10-2013 9:24 AM
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I think you might have a problem there!
Ex-Broadband Service Manager
Re: graphic of disconnects
09-10-2013 9:30 AM
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Had ongoing problems for months now and been told there is a problem at the exchange but all plusnet/openreach want to do is send the same, poor, engineer around me and my neighbours to keep the customer service stats sweet
Re: graphic of disconnects
09-10-2013 12:13 PM
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We need to get an engineer out as it stands to take this further with our suppliers, once we get the engineer notes back we'll pursue this.
Re: graphic of disconnects
09-10-2013 12:33 PM
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As you have read through the fault, can you perhaps tell me the purpose of another engineers visit to my property? (costing me more time off work)
The last time the engineer visited he "boosted" the line for a couple of days (in which time there were no problems and normal speeds) then he came and did some tests, said there was nothing obvious on the line and there was a problem at the exchange and that other people were having similar issues, then went away - a few days later the question was closed on the system, then I returned to slow speeds and connection drops and have to start from scratch with plusnet claiming its faulty equipment at my end.
can you not use the engineers notes from the last visit to say that there was nothing obvious on the line? as I know that's what he will say since the problem has been never gone away or been dealt with - and that would save me wasting a morning off work waiting around.
Re: graphic of disconnects
09-10-2013 2:41 PM
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We did request that we didn't have to go down this route again but we have been advised that we need too.
Re: graphic of disconnects
09-10-2013 3:12 PM
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I do not want to waste more time of work to sit in waiting for an engineer, do you realise how much hassle/time/money it costs to not work for a morning whilst an engineer comes to visit again, and do the same tests again?!
It is clear to me that there is no interest in actually fixing the issue here, after the last time when I raised a complaint again - I was told my speed was "acceptable" and plusnet wouldn't raise the issue with bt.
Can you tell me what the purpose of the engineer coming out to diagnose the same fault for a second time is? surely that is a fairly straight forward question...
what additional/different tests will be carried out when he visits?
Why are the notes from the first visit not suitable?
why does the engineer need access to my property when the issue is not with anything that can be tested from within my property?
Who has requested you send the engineer out again?
Re: graphic of disconnects
09-10-2013 4:50 PM
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No fault is being found on your line when tested, so it requires an engineer visit.
We don't want to send engineers where unnecessary.
I can see you've called in, I've spoken with Luke who is going to call you back and go through this with you.
Re: graphic of disconnects
15-10-2013 4:22 PM
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whilst the line speed is sitting at 8mbps - as it always has - my download speed varies between 1 and 4.5mpbs and has settled around 2mbps for the moment, no doubt when I query this again I will get the reply that it can't be reported as it is within the acceptable range again, so we will go back to waiting for the drop outs and even slower speeds...
it really is an amazing waste of time going through this process
Re: graphic of disconnects
17-10-2013 11:23 AM
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Re: graphic of disconnects
17-10-2013 1:17 PM
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Re: graphic of disconnects
17-10-2013 6:20 PM
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Re: graphic of disconnects
24-10-2013 11:32 AM
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As I have said several times - I am very unhappy at having to take more time off work to get this problem resolved - paying for rubbish broadband is one thing, but losing money and time at work for a no-show is an absolute disgrace - I have updated the ticket saying that if yet another visit is required by the engineer, it will have to be outside of office hours because I am unwilling to have further expense when it is clear no care is given to my (the paying customers!) time...
I note that there have been some comments on the ticket saying the line is stable, which it has been for some time, however the fluctuations in line speed have never been addressed
Re: graphic of disconnects
24-10-2013 1:23 PM
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Re: graphic of disconnects
30-10-2013 9:45 AM
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"We would like to inform you that your Help Assistant Question [ -------- ] has now been returned to the CSC - Faults - NG pool. A member of our Support Team will investigate your issue as soon as possible."
Can I assume from that, that there will be no visit again?
(having said that the connection has been stable and fast for a few days now)
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