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Going Round in Circles

AnnFrench
Newbie
Posts: 2
Registered: 16-11-2017

Going Round in Circles

Hi,

We're stuck in a rather frustrating situation.

Our phone line is crackling and our broadband drops when it's been raining.

We place a call (1 hour on hold last time) to report this as often as we can, an online test that shows an issue and then 3 days later an engineer tests the line and it's fine, ticket is closed.

This has been going on for month, Plusnet can clearly see there's issue by looking at the hundreds of dropped connections.

How do we get out of this situation?

We do understand that there has to be an issue for an engineer to find and be able to fix but closing the ticket constantly and puching this back to use is unacceptable.

We are probably the only ones praying for it to rain for a full 7 days straight.

 

Regards

Ann

5 REPLIES
Community Veteran
Posts: 2,938
Thanks: 172
Fixes: 3
Registered: 05-04-2007

Re: Going Round in Circles

Who is your landline provider?

Report it as a voice fault on the line first to them.

Superuser
Superuser
Posts: 10,023
Thanks: 1,562
Fixes: 19
Registered: 22-08-2007

Re: Going Round in Circles

It is imperative when reporting faults such as this that you clearly indicate that the NOISE problem is intermittent, reoccurring and worse in wet weather.  It is unfortunate that the very act of testing a line can make this kind of issue go away for a while.

Armed with the information that the problem is intermittently reoccurring ought to ensure that you get an engineer visit.  There are issues which are not detectable from the exchange side, but are detectable from the user end; and for that matter the other way about too.

AnnFrench
Newbie
Posts: 2
Registered: 16-11-2017

Re: Going Round in Circles

Thanks for the tips.

We've explained about the noise, and ran the test for phone problems, not broadband last time.

Plusnet is the phone supplier.

Also explained at length this is an intermittent issue.

We've even had an engineer come out and check master socket etc in the house, of course it wasn't raining at the time or before hand so all was deemed fine and we were then charged £60, we had to fight not to pay this.

And so this is the issue, if there's no sign of a fault when checked or when an engineer visits (there clearly is an issue admitted by everyone who we talk to on the phone) then Plusnet leaves it and eventually closes the ticket. EVEN when we open the ticket there is an issue showing on a phone line test if it's left for a few days it goes away and ticket will close.

What is also against us is that we don't rely on the Internet, we use it maybe once in a couple of days.

This has been happening since March this year, maybe a wet winter will help.

 

Ann

 

 

 

Superuser
Superuser
Posts: 10,023
Thanks: 1,562
Fixes: 19
Registered: 22-08-2007

Re: Going Round in Circles

Superuser escalation

This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.

Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.

Reason for escalation:  Review response


 

Plusnet Help Team
Plusnet Help Team
Posts: 4,160
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Going Round in Circles

Hi Ann.

I'm sorry to hear you're experiencing problems with your phone and broadband service.

Testing your line isn't finding the cause of that so if you've tried plugging your router and phone into the test socket we'll need to arrange another engineer visit to further investigate.

 

I'll reply to your ticket 161877910 soon.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team