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95214692

ravingkamikaze
Grafter
Posts: 51
Registered: ‎28-08-2014

Re: 95214692

also, who do I speak with regarding the compensation for the lack of service with the latest outage?
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: 95214692

We can request a reset of the line, this moves the line back to the initial 10 day training period. However if we do this we can't make any other changes for at least 10 days.
Quote
also, who do I speak with regarding the compensation for the lack of service with the latest outage?

What latest outage? If you've reported a fault we can look at refunding the downtime while you weren't able to use the service.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
ravingkamikaze
Grafter
Posts: 51
Registered: ‎28-08-2014

Re: 95214692

I mean the time I was unable to use the service as listed in this ticket ref.  Service was unavailable from 24th November to the 22nd December.
Ticket 92857936 shows that the SNR was dropped to 6 and the sync speed went up to 3.5Mb and was stable - can this be done again?
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: 95214692

Quote from: ravingkamikaze
I mean the time I was unable to use the service as listed in this ticket ref.  Service was unavailable from 24th November to the 22nd December.

Let me take a look at that and see what needs refunding.
Quote from: ravingkamikaze
Ticket 92857936 shows that the SNR was dropped to 6 and the sync speed went up to 3.5Mb and was stable - can this be done again?

Yep, that's what I mentioned above. However if the SNR keeps going back to 9, then resetting it is just a short term fix each time.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: 95214692

I've arranged a 1 month discount on your broadband to cover the downtime and I've placed the SNR reset now too.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
ravingkamikaze
Grafter
Posts: 51
Registered: ‎28-08-2014

Re: 95214692

hi.  Thanks for that.  I assume the discount will also apply to the line rental as I was unable to use the phonline either?
plusnettony
Plusnet Staff
Plusnet Staff
Posts: 2,188
Thanks: 48
Fixes: 18
Registered: ‎24-07-2014

Re: 95214692

Yes, but I've added some details on to the ticket (97109269) to clarify timescales.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team