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What a farce !

N/A

What a farce !


I was informed by Plusnet that my ADSL had been
activated two weeks ago and only six days after
ordering it. "Great" I thought, so I went out and
bought a router (SAR715), connected & configured it
and on came the green light showing an ADSL
connection. Then the problems started - the router
wouldn't login to my Plusnet account. I had the same
problem with the bt_test account so it seemed to
point to an authentication problem at the exchange
and I logged a support call with Plusnet. This was
escalated to BT and 3 days later they came back
saying they had 'cleared the fault'. I tried again
but the problem remained so I called Plusnet who
again escalated to BT. Another 4 days later BT
reported they had 'cleared the fault' but I still
couldn't log in. I borrowed an Alcatel Speedtouch
USB modem just to verify that it wasn't my router
but that had the same problem - it saw an ADSL
connection but gave "Error 650" as it couldn't
authenticate. So I again escalated to Plusnet who
promised they would escalate and talk to BT about
my ongoing problems. Another 4 days later (today)
I now find that my phone line is completely dead (I
can't even use it for voice calls). I called Plusnet
who tell me that BT think there is a fault on the
line and they will have to visit my house to sort it
out ! Plusnet can't give me any more information as
'they only see what is on the electronic fault system'.
I then call BT about the phone line being dead to find
that an engineer is already scheduled to visit tomorrow
Huh? However, as I talked to the BT guy and pointed out
that as BT were investigating an ADSL problem on my
line it was likely that the fault was caused by them at
the exchange he checked the line and confirmed that the
problem WAS at the exchange, cancelled the engineer
visit and said that an engineer would 'investigate' at
the exchange tomorrow.
So, 11 days after I was supposed to have ADSL not only
do I not have it, I don't even have a useable phone line!
While most of the problem seems to be with BT, it seems
that Plusnet's ability to liase with them is very limited
and though they have been (nearly) always helpful on the
phone I am left deeply frustrated by the whole experience.
If anyone has any suggestions on how to get this sorted I
would be interested to hear.
Thanks
Simon
4 REPLIES
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RE: What a farce !

Simon my friend you are not the only one to experience the frustration of the ever popular Plus Net vs BT situation! I had to wait 18 days for Activation, then i get the call (after much badgering) to say ive got the go ahed....yeee haa me thinks.....wrong!
Plug every thing in get ready to experience the speed of DSL and what happens.......nothing! There i am thinking its my own fault so i start playing around with different configuations and filter settings to no avail. Right me thinks it must be a faulty modem, so i take my whole unit to a friends house who already has it, and it works fine, DSL all the way! Final conclusion.....BT havn`t done their job properly, and ive started paying for the service.....
I am not at all happy as im relying on my DSL service to do my work.....somebody needs to do something quickly before i demand compensation or write a complaint to oftel!

N/A

RE: What a farce !

If BT has not correctly setup your ADSL at the exchange. By this I mean your ADSL does not work initally. Then you will need to raise a contact us ticket. Our ADSL depertment will then report the error to BT and get it fixed. We do inform BT of any users which have had an incorrect setup, as soon aas they confirm this we add the days without service on to your account.

Kind Regards

Kevin

--
| Kevin Revill ............... Unmetered & ADSL solutions
| Technical Support ................. for Home & Business
| PlusNet Technologies Ltd. ....... @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----
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RE: What a farce !


Kevin, I have had a contact us ticket (# 4725876)open since the first problems 11 days ago. However today things took a turn for the better...

I had two BT engineers turn up at my front door today (one for the phone line problem and one for the DSL problem) even though I hadn't arranged a time for either of them ! Turns out that 'someone' had disconnected my phone line at the street cabinet and there was also a problem at the exchange causing my ADSL to fail. Between them they managed to sort out the problems (though neither problem really required access to my house) and I now have a working ADSL line.

I'm just keeping my fingers crossed that no-one from BT touches my line again so that I can get to see how good ADSL is !

Hopefully that means that my contract will now start from today ?

Thanks
Simon

> If BT has not correctly setup your ADSL at the exchange. By this I mean your ADSL does not work initally. Then you will need to raise a contact us ticket. Our ADSL depertment will then report the error to BT and get it fixed. We do inform BT of any users which have had an incorrect setup, as soon aas they confirm this we add the days without service on to your account.
>
> Kind Regards
>
> Kevin
>
> --
> | Kevin Revill ............... Unmetered & ADSL solutions
> | Technical Support ................. for Home & Business
> | PlusNet Technologies Ltd. ....... @ http://www.plus.net
> + ----- My Referrals - It pays to recommend PlusNet -----

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RE: What a farce !

Glad to see your now online. We do, our best to get BT to fix any issues as quickly as possible.

Your latest contact is being dealt with. Any more problems let us know.

Kind regards

Kevin

--
| Kevin Revill ............... Unmetered & ADSL solutions
| Technical Support ................. for Home & Business
| PlusNet Technologies Ltd. ....... @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----