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My daughter's internet fault
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My daughter's internet fault
28-06-2012 8:43 AM
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Good morning, I hope someone from Plusnet can look into my daughter's broadband fault, ticket 56927472. Anyone else feel free to give advice.
Her Internet went down last Wednesday, although not reported until Friday. The broadband light is green (flashing) but the internet light never goes green and of course there is no internet use.
The advisor wanted certain checks to be carried out as follows:
There is no extension wiring and the router (Thompson) is plugged into the master line box but just to check it has also been plugged into the test socket with the same negative result.
The filter has been changed for a known good one, still negative.
The router has been changed with my working Thompson, of course changing the info to her details, still not working.
The router is synching at 444k up and 3M down, this is lower than her normal sync.
When I returned home from trying my router at her house, before I could change the settings to my own it connected to the internet presumably using her settings You can see this spike of usage on Tuesday.
I feel that with all the tests we have proved the fault to be outside her premises.
Now for the reason for posting here, we are now into the second week of the fault and no action appears to have been taken, the router was changed on Tuesday and no reply to the ticket is apparent. She is desperate for any help you can give to get this fault cleared.
Thanks in anticipation.
Her Internet went down last Wednesday, although not reported until Friday. The broadband light is green (flashing) but the internet light never goes green and of course there is no internet use.
The advisor wanted certain checks to be carried out as follows:
There is no extension wiring and the router (Thompson) is plugged into the master line box but just to check it has also been plugged into the test socket with the same negative result.
The filter has been changed for a known good one, still negative.
The router has been changed with my working Thompson, of course changing the info to her details, still not working.
The router is synching at 444k up and 3M down, this is lower than her normal sync.
When I returned home from trying my router at her house, before I could change the settings to my own it connected to the internet presumably using her settings You can see this spike of usage on Tuesday.
I feel that with all the tests we have proved the fault to be outside her premises.
Now for the reason for posting here, we are now into the second week of the fault and no action appears to have been taken, the router was changed on Tuesday and no reply to the ticket is apparent. She is desperate for any help you can give to get this fault cleared.
Thanks in anticipation.
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Re: My daughter's internet fault
28-06-2012 10:51 AM
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Feeling very lonely here. Still no action on the ticket.
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Re: My daughter's internet fault
28-06-2012 11:12 AM
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hiya i have to admit... i am a newbie and have PNS own router..
its been 100% perfect and as i look now all the lights are green and the broadband one is , as it should be stationary in green
its been 100% perfect and as i look now all the lights are green and the broadband one is , as it should be stationary in green
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Re: My daughter's internet fault
28-06-2012 12:04 PM
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@plustrev it can take more than a couple of hours to deal with your issue especially if the faults team are busy. Please be patient.
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To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
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Re: My daughter's internet fault
28-06-2012 2:09 PM
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Sorry to hear of the issues with your Daughter's connection. I've just taken a look at the faults ticket and can see that one of our faults team has just picked it up again, you should have an update on there shortly.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
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