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Bad Broadband Connection ..Even Worse Support.

mikeshe
Grafter
Posts: 56
Registered: ‎30-07-2007

Bad Broadband Connection ..Even Worse Support.

Ok so we had the widespread problem with BT Openworld which caused problems in many areas, including mine. Then that gets fixed, but not for me. Since then I have had continual disconnections.
I raised a ticket 89491195, which got an initial response from PlusNet. Then it took them 3 days to respond again telling me the problem is my end. Told me to check my phone line, router and filters. The result was, phone line ok, new router fitted and new filters. The outcome was no better whatsoever, still the same problems.
Entered more info on my ticket on Tuesday 12th August, Thursday 14th August and Friday 15th August and guess whatHuh No Response from the so called support.
I have been with PlusNet for 15 years and can honestly say that the attitude of the Company has drastically gone down hill. I have a problem and they don't give a rats backside.
I was considering going on to Fibre but am now seriously considering whether I stay with this shower any longer. Unless of course they are creating the problems with my broadband connection in an attempt to force me to change.
I now have a poor service with even poorer support which proves that loyalty gets us customers absolutely nothing from this company nowadays. The ticket is STILL open, yet it's ignored.
7 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Bad Broadband Connection ..Even Worse Support.

every time you added more information the ticket went to the back of the queue
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,533
Fixes: 12
Registered: ‎01-12-2010

Re: Bad Broadband Connection ..Even Worse Support.

@Oldjim  , with the amount of times i have seen this lately ,Do you believe that it about time PN stated this fact on their Ticket web page .
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mikeshe
Grafter
Posts: 56
Registered: ‎30-07-2007

Re: Bad Broadband Connection ..Even Worse Support.

I quite agree, that is a very good idea. However, 3 days to get a response is unacceptable at any level. Oh and by the way PN, my daughter also lives in the Waterside area of Southampton and is having the same problems as me....since the BT Openworld issue. Therefore the problem is NOT at my end like you tried to suggest.
dick:quote
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Bad Broadband Connection ..Even Worse Support.

Quote from: mikeshe
I was considering going on to Fibre but am now seriously considering whether I stay with this shower any longer. Unless of course they are creating the problems with my broadband connection in an attempt to force me to change.

That is complete and utter nonsense. Plusnet can't affect the quality of your line and connection to the exchange.
Can you hear any audible crackling or other noises on the phone line when using the phone? Do the quiet line test 17070 option 2 if need be.
Perhaps you could explain exactly what the problem is you are experiencing - ie. how it is showing itself and also exactly what it was that was said on the ticket (without posting the agent's name - forum rules). If the ticket response was have you done various internal checks, that's standard procedure.
mikeshe
Grafter
Posts: 56
Registered: ‎30-07-2007

Re: Bad Broadband Connection ..Even Worse Support.

Marvellous how you jump on one comment I made then ask what the problem is, when I've already stated it.
Continual disconnections since the Openworld problems.
I have done all the checks they suggested. I changed the router from the old Netgear to a new Technicolor one, new filters etc. Problem still exists and as I previously stated, my daughter who lives in the same area is also having the same problems since the OW issue.
Never had a problem in 15yrs until now so call it a coincidence if you want but I think it's connected, despite PN telling me otherwise.
dick:quote
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Bad Broadband Connection ..Even Worse Support.

I'm afraid it's your choice of words that's the problem. One description implies it's a general issue over a wider area, in which case multiple customers with several ISPs will be affected, but then your talk about your "broadband connection" in a way that suggests it's your connection to the exchange that's the problem and being forced to switch to Fibre would be the solution.
I would have been nice after my last post if you'd provided some detail about times of day it was disconnecting, how frequently, whether you'd been given a Visual Radius on the ticket as exampled here, any evidence like ADSL stats from the modem/router that shows your connection to your local exchange is good, you still didn't mention if your phone line is totally quiet.
It sounds to me as though it's likely that whoever has responded to your ticket may have looked at a Radius log and come to the wrong conclusions because they haven't checked DLM data but as you haven't given me anything to support that premise, I can't turn round and say so.
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Bad Broadband Connection ..Even Worse Support.

Hi mikeshe,
Apologies for the delay in getting an update on your fault, I have attached a RADIUS graph below to highlight the disconnections you've been seeing and have further pushed the fault back to our supplier for further testing which resulted in no fault being found under the broadband diagnostic checks.
<img src="http://community.plus.net/visualradius/generated/image14083585373054.png"/>
In addition to this I thought it would be worth checking the phone line too but testing on this also returned no fault found so this leaves us at a bit of a cross roads where next steps are concerned as we would possibly need to look at booking an engineer for further testing but would need to make sure you've completed all the checks and test from the master socket. If these aren't done and confirmed then there could be a slight risk that if the engineer finds a fault with your internal wiring or equipment, there could be a possible charge.
I'll update the faults ticket for you with the results of the testing and await an update from you on the ticket as to whether you would like us to progress with the booking of an engineer or if you would like to run through the checks again just to make sure.