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Help line for 85 year old

stathe
Rising Star
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Registered: ‎30-07-2007

Help line for 85 year old

Shocked to be told that as I don't have a PlusNet router you are not able to help me maintain my connection Is this the way you now go

52 REPLIES 52
TeeGee
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Re: Help line for 85 year old

What is the router and what is the problem? I am sure one of us can help.

As a PN customer you will probably have a PN router not in use which could be a way to solve the problem. They are are not that bad as routers go!

Gel
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Re: Help line for 85 year old

Baldrick1
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Re: Help line for 85 year old

@stathe 

You cannot expect Plusnet front line agents to be familiar with every modem/router combination. They therefore offer a combined modem/router for the P&P charge. Many of us use an alternative but keep the original equipment should the need to call on Plusnet for help arises. These are perfectly adequate for fault finding up to the BT Master Socket, which is where Plusnet's responsibility ends.

If instead of just complaining you explain your problem here you might be surprised at the degree of help and advice that you will find offered by fellow customers.

 

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dvorak
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Re: Help line for 85 year old

@Baldrick1  have a whole chunk of history here Re: Please set me up like this again (year or so a... - Plusnet Community

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If it fixed it click 'This fixed my problem'
stathe
Rising Star
Posts: 795
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Registered: ‎30-07-2007

Re: Help line for 85 year old

In the past I have had plenty of good help and   now  expected some advice not just, oh its not our router we cant help, Nor a rap on the knuckles from "whoever" for casting my disappointment. I did explain my problem at the time and was phoned back.    I have had to resort to help elsewhere    The router is Netgear  N 600 DGND3700v2 Which was given to me as the Plusnet ones hardly work here

TeeGee
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Re: Help line for 85 year old

I don't think that that router will work on FTTC if that is the problem. I had to ditch mine for the PN one and then a BT HH.

stathe
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Re: Help line for 85 year old

  Thank you      The router has worked for years it was  given  me by a Vodafone employee   ,Previously I had a 2 wire  one  given me by a friendly  BT engineer, The Plusnet ones were not as good         It was a password problem I am trying to get gmail on my Thunderbird and must have changed the password  on the router , how I dont know  This has been sorted for me by another organisations employee Many thanks for your interest

stathe
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Re: Help line for 85 year old

What is FTTC 

pvmb
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Re: Help line for 85 year old

FTTC?

Fibre To The Cabinet. i.e. The usual version of optical fibre based broadband. Fibre from the exchange to your local cabinet (frequently an additional, auxiliary cabinet), then the usual copper wire from the cabinet to your property. Needs a router that handles the protocols used by FTTC.

As opposed to FTTP, Fibre To The Premises. Fibre all the way - from the exchange to cabinet, then from the cabinet to your premises.

I don't think Plusnet offer FTTP.

RobPN
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Re: Help line for 85 year old


@pvmb wrote:

 

As opposed to FTTP, Fibre To The Premises. Fibre all the way - from the exchange to cabinet, then from the cabinet to your premises.

I don't think Plusnet offer FTTP.


Except that FTTP actually cuts out the middle man, that being the cabinet.

i.e. Fibre goes all the way from the the head-end (which may not be located in your local exchange) to the premises, via various nodes and splitters which are usually located in underground chambers.  The chambers may or may not be located near cabinets, but the fibre doesn't touch the cabinets.  Wink

 

Edit:  that's Openreaches implementation anyway.

stathe
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Re: Help line for 85 year old

I am at least 2 miles from the nearest cabinet and as you can see  from my history,kindly published on here, have usually struggled  to maintain a contact useable at just below 2

All help is appreciated as we are not all computer literate   Thank you 

pvmb
Aspiring Pro
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Registered: ‎12-02-2014

Re: Help line for 85 year old

Have we established whether you are on ADSL or fibre (FTTC)?

Low quoted speed seems to imply ADSL but, if there is a fault...

stathe
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Registered: ‎30-07-2007

Re: Help line for 85 year old

Yes ASDL and am backi where I was now Thank you

Townman
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Re: Help line for 85 year old

Still not illumination of what the problem is and the help required - just a grumble that (understandably) Plusnet cannot offer help in respect of every router under the sun.

From the linked to topic, the user appears to be on the end of a very very long (rural ?) line which appears to be little better than wet string.  No amount of router finessing on a 70dB line is likely to make a meaningful difference here.

@stathe 

What help is it that you seek here, or are you just wanting to vent a little?

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.