cancel
Showing results for 
Search instead for 
Did you mean: 

Disconnections Again ?

MwEmpire
Grafter
Posts: 68
Registered: 17-04-2013

Disconnections Again ?

Hi, all has been going well for a couple of months, after 5 Open Reach visits, but over the last couple of days intermittent service and lots of dropouts.
I understand the network experienced a pipe down affecting a lot of people but I am not sure it was related to my ongoing problem.

Can someone please display my connection over the last few days and shed any light on my connection before i go through all the trauma of raising yet another ticket.
Thanks. 
13 REPLIES
DanHodby
Grafter
Posts: 248
Registered: 23-10-2013

Re: Disconnections Again ?

Morning MwEmpire,
I've had a look at your connection, it seem there were two drops for a long peroid yesterday.
<img src="http://community.plus.net/visualradius/generated/image14109418916973.png"/>
My testing has picked up on a fault which I have raised to our suppliers, so I'll keep you updated of any progress.
Cheers,
Dan
DanHodby
Grafter
Posts: 248
Registered: 23-10-2013

Re: Disconnections Again ?

BTW have advised they've now cleared a fault on the line, can you keep an eye on this over the next day or so and let me know.
Cheers!
MwEmpire
Grafter
Posts: 68
Registered: 17-04-2013

Re: Disconnections Again ?

After countless problems with Plusnet and many visits from Open Reach enough is enough I have finally given in to Virgin Media.
Just rang to cancel and to hear the sorry for the wait due to the high volume of calls,  it helps to backup my decision even more.
After going through the obvious reasons for leaving,  I then faced a bill for the remaining 6 months,  which was strange as it was an 18 month contract which started March 2013, somewhere along the line plusnet had switched my 18 month contract to 24 months,  yet just another no surprise there.
What I can't understand is with all the lack of service,  open reach no shows and time spent calling support,  plusnet think it is acceptable to charge me a £30 cessation charge, I think the lack of service and wasted days taken off work for me and my wife waiting for open reach should be enough to cover this money for old rope charge....
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Disconnections Again ?

Hi MwEmpire,
I'm sorry to hear that you've reached the point of leaving us due to the issues you've seen, while we do try to rectify all problems in a timely manner and to the best of our abilities, it can sometimes be difficult to resolve complex intermittent problems so we understand your decision to make the switch.
From reviewing the tickets on your account, I can see that the agent that you spoke with in the Customer Options team has removed the contract for you as there was no explanation as to why this was showing as being extended out to the later date even though it clearly showed as an 18 month contract. Given this, it seems to be a glitch instead of a change to an actual 24 months contract as you outlined so please accept our apologies for the confusion.
With regards to the cease costs, I'm afraid that this is a charge that we're unable to absorb when a service is ceased instead of migrated so while we empathise with you on this point, but there is little we can do with regards to this cost unless the wholesale supplier decides to remove it. I understand that there have been many appointments booked with you to have an engineer attend your property however this wouldn't negate the cost of ceasing as this is requirement of all broadband services where an engineer requires access to an address.
We wish you the best of luck with your new provider however if you do decide to change your mind we would be more than happy to continue working with you to resolve the issues you've seen.
MwEmpire
Grafter
Posts: 68
Registered: 17-04-2013

Re: Disconnections Again ?

Hi Adam thanks for the response and explanation of the contract problem.
Still find it difficult why the cease cost cannot be wavered, when we stayed in all morning and Open Reach failed to turn up Plusnet get  £45 this payment is never passed on to the customer, so how can you dismiss the fee as the following does not negate it;
Loss of service due to dropouts, service barely running without problems for a month at a time
Time spent waiting in for Open Reach on at least 5 occasions
Open Reach "no show"
Time hanging on waiting for customer services.
This doesn't take into account Open Reach saying we only avoided the call out charge because my wife "made a good cup of coffee" his words, and being told by Plusnet staff we should watch over the Open Reach engineers to make sure they do what they are booked to do.
I have worked in the  motor trade for 20 years, if I told my customers the reason there car wasn't fixed was because they failed to watch over them when the car was being worked on would be met by a few choice words.
I have a ticket live at the moment  #91808695 if you would feel more comfortable replying there..
Superuser
Superuser
Posts: 12,210
Thanks: 3,525
Fixes: 22
Registered: 22-08-2007

Re: Disconnections Again ?

Quote from: Adam
...but there is little we can do with regards to this cost unless the wholesale supplier decides to remove it. I understand that there have been many appointments booked with you to have an engineer attend your property...

Adam,
Is there a principle here to be taken up with BT Wholesale here?  If BTw / BTOR had delivered their service responsibly professionally, the OP would not be in a position of "walking off" BTOR / BT Wholesales' playing field to a completely different infrastructure.  If they had been professional, the OP would not be looking at a service cessation charge.  The decision appears to be a direct consequence of their poor performance and there is therefore reasonable grounds to expect them to waive the cessation charges in this situation.  Further PlusNet being BT Wholesale's customer should be expecting recompense from them for the long term loss of this EU's business consequential to their failure to deliver.
Kevin
MwEmpire
Grafter
Posts: 68
Registered: 17-04-2013

Re: Disconnections Again ?

Just to top it all speed now 29Mb/s from 70Mb/s, I guess Plusnet have a parting gift for me.. oh well Virgin install end of the month, bit like finishing the Grand Prix on a flat at least the finish line is in view..
MwEmpire
Grafter
Posts: 68
Registered: 17-04-2013

Re: Disconnections Again ?

I guess that's the end of that, if the cease charge is down to  BT Wholesale surely my situation can be forwarded to them for a response ?
MwEmpire
Grafter
Posts: 68
Registered: 17-04-2013

Re: Disconnections Again ?

Plusnet in the light of things were unable to waiver the cessation charge... Should have expected that response really "in the light of things" to coin their phrase....
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Disconnections Again ?

Hi MwEmpire,
Apologies for not getting back to you with a response on this.
Understandably the cessation charge is a bone of contention in matters such as this so it's expected that the whole faults issue should be reviewed when looking at the situation.
I most definitely agree that there should be something we can do with regards to the missed engineer appointment as well as the downtime you may have seen during the course of the fault and I would say that the best course of action would be to have the support team look into this for you and see what can be done.
With regards to the wait times on the phone and the accuracy of appointment times which mean that a 5 hour window is allocated for a visit; I'm afraid I must disagree with you on this front.
Granted, wait times have been a lot higher than expected of late however this isn't something we would offer recompense for. In addition to this it would be a similar stance with regards to the appointment slots available to us from the supplier. This is the industry standard (apart from cable providers who have their own engineers) so again this wouldn't be something that we could offer a different outcome on.
Regarding next steps, I would very much like to have a couple of hours this afternoon to speak to some of the relevant departments around the company before you raise the two points I mentioned above so I can see if there is anything I can do to help you with the matter so If this is OK with you, I'll drop you an update to the support ticket you mentioned a couple of posts back to let you know the outcome.
Are you OK for me to look into that for you?
MwEmpire
Grafter
Posts: 68
Registered: 17-04-2013

Re: Disconnections Again ?

Hi Adam thanks for the reply,  I would appreciate any help you can offer.  As mentioned before,  I have no problem with the support from plusnet,  I just feel bt have let me down as well as you..
MwEmpire
Grafter
Posts: 68
Registered: 17-04-2013

Re: Disconnections Again ?

Matter now resolved by Adam,  many thanks for all your help you are a credit to plusnet..
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Disconnections Again ?

Morning MwEmpire,
Glad to hear that we've managed to get the issue resolved for you. I've now updated the support ticket in order to provide confirmation that the work has been carried out.
All the best with your new provider and thanks for the kind words.