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7 Weeks of dropped connections and counting, please help.

richardmartin61
Newbie
Posts: 1
Registered: 05-09-2016

7 Weeks of dropped connections and counting, please help.

Hello all,

 

I have an outstanding fault with Plusnet for 7 weeks now (issue first reported 17th July 2016). I've been really patient, but its getting to the point where it's beyond the joke. I'm not getting any responses to support ticket, and when I speak to someone after spending 40+min on hold, I get told someone will get back to me, and they never do.

 

The basic outline to the problem is our connection keeps dropping out. Sometimes for a couple of hours, sometimes for 4 days at a time. 3 BT engineers have been out to replace various bits of cabling in the there network, but nothing seems to be happening. We have lived in our home for 3 years now, and not really had a problem before. All our Neighbors broadband are working fine too.

 

Where do I go from here? Is there anyone else I can speak to?

 

Any help would be greatly appreciated.

2 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,859
Thanks: 115
Fixes: 35
Registered: 27-04-2007

Re: 7 Weeks of dropped connections and counting, please help.

Hi there and thanks a lot for your patience so far whilst this has been looked into.

 

I've just looked into this and can see that since the engineering work (replacement of the D side cable) carried out on the 31st the fault has been cleared back to us waiting for us to advise whether this has resolved the issue.

 

I've dealt with this by clearing the fault back to them advising that you're still having issues.

 

Our faults guys are due to reply again soon but due to the protracted nature and the type of work already done on the line I'll check back tomorrow to make sure we follow things up in a way that makes sure we're pushing our suppliers to carry out any further line repairs that may need to be looked at.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: 7 Weeks of dropped connections and counting, please help.

I'm sorry to hear that you've had a fault ongoing for so long.

 

I've just read over the notes and while doing so one of my colleagues in teh faults team started testing the line so you should have an update on this shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff