really bad servise from plusnit
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really bad servise from plusnit
24-01-2013 2:36 PM
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been waiting since the beginning of time for a decent answer and also for a good stable connection since december ,its a pure joke ,i still pay the fees but dont get the servise that i pay for ,been passed around like a rag doll from one numty to another this needs sorting
CMON GET IT SORTED im that close to the exchange that i could rigg up my own tin can and string
http://www.mybroadbandspeed.co.uk/results/183070171.png
Re: really bad servise from plusnit
24-01-2013 2:40 PM
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Re: really bad servise from plusnit
24-01-2013 2:45 PM
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A few days ago you reported slow speeds again to us and we advised this was due to the data transfer watch being reached on your account.
The faults team will pick up your new fault report, I'll reply to the other tickets you've opened as they are about the same issue and having multiple tickets about the same thing can cause confusion.
Re: really bad servise from plusnit
24-01-2013 2:53 PM
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so whats wrong with the connection now that has changed since december
oh and why did the ticket time out BECAUSE YOU LOT SENT IT TO THE WRONG DEPARTMENT
so please dont try and turn this around as if its my fault
Re: really bad servise from plusnit
24-01-2013 2:54 PM
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Your line is still disconnecting regularly, our faults team need to investigated and get to the bottom of this. At the moment it appears it may be a fault on the phone line, do you have noise or crackling when making a phone call?
Also I noticed you started 6 threads on the same topic, the moderators will remove those but can we please keep all conversation to this same thread as it's easier to keep track of.
Re: really bad servise from plusnit
24-01-2013 3:03 PM
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yes ive done all the mundane checks swapped routers used the engineers socket
it is a quiet line
been through all this loads of times might aswell be a telecome engineer but thats what i pay for isnt it
this is getting very frustrating especially when i was almost made out to be a lier from yourselves
but we know its a fault on broadband and not the line as i was told on the phone so why wasnt it with the broadband fault team already as the line was supposedly checked the other day according to the man on the other end of the phone .its all at the exchange controlled by yourselves as i just spoke to a bt man actually at the exchange and he explained to me how it works so its down to you lot now as you are in controll
ireally hate this kind of [Censored] m8 as im pretty easygoing and im wasting my time and energy on something that i shouldnt be as i do pay for the service
heres the reply for others to see
[removed] - CSC Analyst
8:49pm, Wednesday 23 Jan 2013
Dear Miss Rudd,
As per our conversation.
We have identified a potential line fault and this is now under investigation on question 64918264. We also identified that on the fault reported in December, action was incorrectly taken which led to the fault not being picked up again.
but now im informed by text message there is no fault on the line ,,which we already informed about that by phone conversation the other day.it seems the right foot doesnt walk at the same pace as the other right foot or is that left
bored now so good by i hope im not a regular on these forums
ty for something not sure what it is but thank you
[Moderator's note by Jim (Oldjim): CSA name removed as per the forum rules.]
jim:red Avoidance of swear filter removed mod:end
Re: really bad servise from plusnit
24-01-2013 3:41 PM
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I'm really sorry for what's happened here. The text message that you received this afternoon was from a member of our Telephone Faults Team. When a fault has been raised it runs through are automated systems to try and automatically identify the type of fault you have. In the first instance it was thought that a problem on your Telephone side of things was the cause of the issue. Further testing has proved that no fault has been found with that.
At the end of the text message, it stated that this issue has now been passed to the Broadband Faults Team for further investigation. We will get this picked up for you ASAP and get this issue resolved for you. The Fault Ticket that is open is 64918264 in case you wanted to check for updates via the Member Centre Portal.
Re: really bad servise from plusnit
24-01-2013 5:00 PM
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regard gary
Re: really bad servise from plusnit
24-01-2013 5:03 PM
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If there is anything else you need in the meantime, just let me know
Re: really bad servise from plusnit
24-01-2013 5:07 PM
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Re: really bad servise from plusnit
24-01-2013 5:24 PM
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I'm really sorry to hear that you've had such a negative experience with us.
Is there anything that I can do to help at all?
Re: really bad servise from plusnit
24-01-2013 6:57 PM
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If your problem is with the copper cable supplied by BT, moving ISPs will fix nothing. Unless the ISP lays their own cable to your house, you are dependent upon the BT newtork for ALL ISP services.
You might not like it, but the reality is that locating BB faults can be quite difficult, especially if they are intermitant. I have had 8 BTOR visits of variable quality (from indifferent to absolutely excellent) since just before Christmas - PN are doing an excellent job of working with BTw esclation team, but PN is but one of many ISPs banging at the BT door. The bottom line is in some areas, the copper wire runs are long, there are lots of joints and in this weather any single one of them could be dicky and the cause of your problem... the only issue being when the BTOR man visits, the conditions are different to when you have the problem and the fault cannot be located at the time of the visit.
If you want to shout at anyone about service quality, go shout at Ofcom about the service levels presently being delivered by BT. This might well be PN's problem to manage with BT but PN have no direct control over delivery by BT.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: really bad servise from plusnit
24-01-2013 8:45 PM
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So Ofcom or BT do not come into play just yet.
Re: really bad servise from plusnit
24-01-2013 8:47 PM
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Thanks
Re: really bad servise from plusnit
25-01-2013 12:01 AM
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They should be able to arrange a Saturday appointment for you. Don't give up hope!
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