Before i start, its a bit of a long story, but please bear with me and ill really appreciate any advice you can give me. I'm at university hence why i've got internet access! However my sister who is a teacher, is suffering without it!
Back in september we had some issues with our internet going off, so naturally called plusnet and they said that it would be sorted out. It was fine for a few more days then we lost sync completely. After the obligitary changing of the routers, master socket checks and changeing of filters, we had got nowhere.
Again, back on the blower to plusnet and they said that they couldnt find a problem so th eBT engineer would be arranged. On arrival the engineer checks all our wiring and finds no problems, then after a few trips back and forth to the exchange everything works again!
So the internet was working, we are at the end of september at this point. Roughly 2 hours after it has been fixed, off it goes again. Now we have made many calls to plusnet and either they have been waiting on BT or, as i got told a couple of weeks back, 'BT have said there are no problems with the line'.
Now last week i spoke to a family friend who is some engineer manager person who has investigated this himself. He has confirmed that there has been no sync from the exchange to us, since the 10th of october. He also said that on the engineer's 'system', there were no recently logged complaints/requests from Plusnet?
I rang plusnet and they said that they had definately been in contact with BT so i presumed that there must be another way that they communicate (maybe he checked BT retail instead of wholesale), either way it doesnt matter.
I rang on Wednesday asking for more information (after waiting half an hour on the phone, again) and was told a more senior 'technical' person would give me a call back asap to try to get the issue resolved and to satisfy the fact hardly anything had been communicated to me.
I waited...and no call came! I just rang again to be told by the phone system that 'we are currently having issues with the accounts system, so we cannot deal with account specific enquiries', i then get put into the queue, but now theres no message as to how long the phone queue is!
Argh! Can anyone give me any advice please. We have made sure the equipment has been on 24/7 and as i said we have done everything we can to ensure its not anything to do with us.
Also considering we have been paying in full every month, can we expect anything in return for this?
Thankyou for reading, If its any help, our username is rfowles.
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