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No broadband since 5 o'clock Saturday afternoon

paulbrett9
Grafter
Posts: 26
Thanks: 3
Registered: 19-03-2018

No broadband since 5 o'clock Saturday afternoon

I was quoted 72 hours to get this looked at.  Now we're here on Monday morning, and Customer Services are fobbing me off with a 3-5 days estimate!

 

Where's the customer service gone PlusNet?

20 REPLIES
Baldrick1
Champion
Posts: 854
Thanks: 361
Fixes: 28
Registered: 30-06-2016

Re: No broadband since 5 o'clock Saturday afternoon

Welcome to the forum.

I suspect that the original 72 hours should have been three working days. Customer service can be a problem but you also have to bear in mind that all Plusnet can do is report the problem to other divisions in the BT empire. They can't fix it themselves so the estimated time to fix a fault is out of their hands. 

The big problem is that Plusnet could be better at chasing up those who can fix faults and communicating progress with their customers.

paulbrett9
Grafter
Posts: 26
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Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

If only I had any proof it had reached that stage.  I think the ticket is still waiting for review by a PlusNet second-line team before being raised with BT.

 

Hell, they haven't even confirmed there is a problem yet, saying all the tests pass!

Community Veteran
Posts: 1,342
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Registered: 13-08-2015

Re: No broadband since 5 o'clock Saturday afternoon

Is your phone line working? If so is it quiet?

paulbrett9
Grafter
Posts: 26
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Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

Phone line working 100%.

paulbrett9
Grafter
Posts: 26
Thanks: 3
Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

TAM Test - https://community.plus.net/t5/Library/Broadband-Faults-Guide-Authentication-Auth/ba-p/1322781

Failed!  (Using 'bt_test@startup_domain')

Line state = Down

paulbrett9
Grafter
Posts: 26
Thanks: 3
Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

I called the helpline again yesterday, trying to get some movement on my ticket.

The 3-5 day quote still stands, and I'm told this is for the Support Team to look at the ticket (not raise it with BT, just look at it).

I've been with PlusNet for 15 years, and rarely had to use Customer Technical Support, but I've witnessed a dramatic drop in the quality levels.  I've stayed so long because of the good service, but if that's gone now, what's the point in staying loyal?

 

paulbrett9
Grafter
Posts: 26
Thanks: 3
Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

OK, so now I got a support team response and a BT engineer booking request.

Plusnet Help Team
Plusnet Help Team
Posts: 12,982
Thanks: 141
Fixes: 46
Registered: 27-04-2007

Re: No broadband since 5 o'clock Saturday afternoon

I've just booked your engineer visit and updated the ticket for you. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
paulbrett9
Grafter
Posts: 26
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Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

BT Engineer visited and initially said that there was likely a bad card at the exchange.  Then after getting a good connection at the green cabinet, said that it is likely the wiring between the green cabinet and my house.

Now what?

paulbrett9
Grafter
Posts: 26
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Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

Can I get an update on progress please?

paulbrett9
Grafter
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Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

Connection restored.  No news on the cause yet.

Plusnet Help Team
Plusnet Help Team
Posts: 12,982
Thanks: 141
Fixes: 46
Registered: 27-04-2007

Re: No broadband since 5 o'clock Saturday afternoon

Hi, I've just updated your fault ticket with an update on the engineering work. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
paulbrett9
Grafter
Posts: 26
Thanks: 3
Registered: 19-03-2018

Re: No broadband since 5 o'clock Saturday afternoon

Yes, the connection has been restored, but I've gone from a 4.5 Mbps service to a 2.0 Mbps service.

BT have replaced a section of cable, but this has either caused additional signal dropout (poor/cheap connections?) or the underlying issue is not actually solved.

Please can you get them back on this?

Plusnet Help Team
Plusnet Help Team
Posts: 4,956
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Registered: 01-01-2012

Re: No broadband since 5 o'clock Saturday afternoon

I've just performed a reset on your line.

Can you retest the speed over the next couple of hours?

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