Issues with connecting to the internet

[#1]

When we had correctly connected everything, we waiting for all of our modem lights to turn on, as they do. First power, then broadband, wireless, then came the Internet light, which for the first 5 seconds, went solid green to signify that everything had connected ok. After that it just went red then blank, upon looking into the welcome booklet, that meant that there was no internet connection to the modem. We gave yourselves a ring and went through all of your customer supports members, getting told numerous things to do, yet still with no avail. It's now been 5 days and there's been no resolution, we keep getting promised that every 48-72 hours we'll be sorted out, but all we get are more messages saying it'll be another 48-72 hours and if need be, a technician will have to come out and if he finds a fault WE will have to pay £60? So all in all, not a great run so far for us with Plusnet.
Looking through our question supports we have had some logs that have been included in some messages for us;
***Internal***
DSL: No info supplied but suggests sync
CLT: Pass
RADIUS: Empty
Summary: NCR - No TAM - Raise to BTW.
**internal**
Fault Type:NCR
Test Results: NCR
Fault Ref: 1-103721L

It'd be great to be able to access the web again, which isn't through a phone!  So can any member of staff help me out on here or to try and get it resolved quicker for us since we're not having a great time at the moment.

[#2]

Is there anyone available that will gladly have a look over this reoccurring problem? Getting rather annoying now.

[#3]

It looks like the staff are working through the topics so hopefully someone will be along before long.
David

[#4]

Thanks for the reply David, I don't hold much hope for replies nowadays with Plusnet, I just hope when all the issues get resolved, that's if they do. That the service that I should get will be good enough to warrant all this stress at the start.
jim:quote

[#5]

Hi there,
Regarding the £60 fee, this will only be charged if the engineer finds a fault on equipment or wiring in your premises. If he finds a fault with the master socket, or anywhere outside the premises he'll either fix it or refer it to one of our supplier teams who will then get things sorted for you.
The latest update seems to be a request for an engineer to attend, so regarding the above as long as you've proved the fault still apparent with a router plugged into the master socket and everything else removed from the line then you've nothing to worry about. If you could update the ticket with times you'd be available for an engineer to attend (weekdays either from 8am - 1pm or 1pm - 6pm) we'll get it booked for you and get things sorted.

[#6]

Thank you for your reply, I have updated the ticket with the response that any time and any day is acceptable, but would rather have it sooner than later. I've requested a call to confirm the time and date for the engineer to come out. Will this be given or will we just get an update via a text message, which isn't really what we want.
jim:quote

[#7]

Hi Sue,
I've just been through the fault and rather than booking an engineer have referred it back to our suppliers. They've found an error on the exchange equipment which has been referred to a specialist team, I've been told they'll update me by 5pm so I'll let you know as soon as I hear anything.

[#8]

If this has just been found out to be the problem now, how come it wasn't found out sooner and planned to be fixed sooner?
jim:quote

[#9]

I would just like to say thank you Matt for getting somewhere with this issue, you and Stephen Herbert have done more for us in these past 24 hours than any other person at plusnet has been able to. I look forward to being able to use the Internet! That's albeit that this issue does get fixed!

[#10]

Hi there,
Not a problem, glad we could help - sorry that we can't get any more information.
I've heard back from our suppliers as promised, though unfortunately there's nothing new at present - they have however advised that they'll supply more information in the morning so I'll be able to give you an update on where things are before lunch.

[#11]

Would you be able to also update this thread with the information that will be given?