FTTC still running at <10mbs
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- Re: FTTC still running at <10mbs
Re: FTTC still running at <10mbs
07-02-2014 10:43 AM
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Re: FTTC still running at <10mbs
07-02-2014 10:47 AM
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Re: FTTC still running at <10mbs
07-02-2014 10:57 AM
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Re: FTTC still running at <10mbs
07-02-2014 11:04 AM
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I've checked over the line previously (and again today) and there's a Copper Fault which is restricting the connection rate between the Modem and Cabinet which is the problem.
Once we get the copper side of things sorted, the connection rate should go back up, along with the profile.
Re: FTTC still running at <10mbs
07-02-2014 11:25 AM
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I'm only available to give access to the premesis on a saturday, or weekdays after 4, which makes it difficult. Could it be an issue at my home rather than between the telegraph pole and the cabinet?
It seems my 'waiting for an engineer' was a fruitless wait, and that it wasn't the correct engineer that arrived anyway.
Incredibly frustrated that this is taking so long to resolve at this point. This time I waited a week for an engineer that turned out to not be appropriate for diagnosing or solving the issue.
Re: FTTC still running at <10mbs
07-02-2014 11:30 AM
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If the result shows a voice fault - we'll send out a telephone engineer. In this case it looks as though we need to get a broadband engineer out for you. If you could update your ticket (if you haven't already) with how the visit went and that a broadband engineer is required, the faults team will get in touch with you to arrange this further.
Re: FTTC still running at <10mbs
07-02-2014 11:56 AM
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The copper fault has been a known issue for a while it seems, but still a phone engineer was sent out.
Hopefully the engineer has logged his findings by now, but I'll make a call to the support line after I finish work to make sure things are updated and I have some information on what's being arranged.
Thanks so much for your help Chris. I know this issue would be present regardless of which ISP I was a customer with, and your feedback is infinitely better than my other options, I just hope things can be resolved soon as I have been waiting patiently for ages, now starting to feel frustrated..
Re: FTTC still running at <10mbs
07-02-2014 12:23 PM
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We'll keep going at this and we will get it sorted out for you. If there is anything else I can help with in the meantime, do let me know.
Re: FTTC still running at <10mbs
10-02-2014 10:48 AM
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Is there any chance of confirming this through the engineer's notes?
Re: FTTC still running at <10mbs
10-02-2014 10:54 AM
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Re: FTTC still running at <10mbs
10-02-2014 10:59 AM
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Re: FTTC still running at <10mbs
10-02-2014 11:11 AM
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There's no need to call us if you need to provide us with further information.
Re: FTTC still running at <10mbs
10-02-2014 11:20 AM
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Re: FTTC still running at <10mbs
10-02-2014 11:23 AM
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Sorry to add / highlight this here...
...and add an update here, because you updating your ticket will alter its place in the fault team's ticket queue.
@Fleep,
Even tough you do not have a telephone plugged in, generally the copper cable from the cabinet to your home is managed by the 'voice services' (Pots) part of BTOR.
When you log into the member centre, s there a "PlusNET ave replied to your ticket" prompt on the front screen? If mot go to support & service, where there is a view my questions option.
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: FTTC still running at <10mbs
10-02-2014 11:23 AM
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