No response to a support ticket?
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Re: No response to a support ticket?
22-12-2010 11:19 AM
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Re: No response to a support ticket?
22-12-2010 11:30 AM
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I'm sorry if you feel we're passing the buck here but I can assure you we're not. We use BT Wholesale systems to check for line faults and each time we test your line it tells us that the copper line test fails - reason: battery contact. At which point we are then told to advise the customer to contact their phone provider. We cannot override this and any broadband fault we try to raise will just get to that point and will not let us go any further.
Jojo
Re: No response to a support ticket?
22-12-2010 12:14 PM
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Quote from: giz10p Im not sure of the purpouse of your post or what it brings to it, I never said it was for business use and its not at business premises, its a private address and I'm not a teleworker.
Then I'm puzzled as to why you are on a business telephone line.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: No response to a support ticket?
22-12-2010 12:36 PM
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Quote from: Joanne Hi giz10p,
I'm sorry if you feel we're passing the buck here but I can assure you we're not. We use BT Wholesale systems to check for line faults and each time we test your line it tells us that the copper line test fails - reason: battery contact. At which point we are then told to advise the customer to contact their phone provider. We cannot override this and any broadband fault we try to raise will just get to that point and will not let us go any further.
Jojo
Is that company policy Jo or a limit of BT wholesales system as BT tell me you can over ride the fault report and send an engineer out..
Now on my 4th BT line test PSTN coper line check passed, no battery contact issue.
Re: No response to a support ticket?
22-12-2010 12:48 PM
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[quote=giz10p]Is that company policy Jo or a limit of BT wholesales system
It's not a policy, it's just that that's how far the fault process let's us go. I'll ask around and see what I can find out.
Jojo
Re: No response to a support ticket?
22-12-2010 1:00 PM
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Quote We use BT Wholesale systems to check for line faults and each time we test your line it tells us that the copper line test fails - reason: battery contact.
Surely, so will BT Retail.
Could it be that either PlusNet or BT are testing the wrong line ::).
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.
Re: No response to a support ticket?
22-12-2010 1:18 PM
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[quote=MisterW]Could it be that either PlusNet or BT are testing the wrong line
That thought did cross my mind. Our tests are done with the circuit ID for the broadband so if it was the wrong line it wouldn't give any results, so I've no worries that we could be testing it wrong.
Jojo
Re: No response to a support ticket?
22-12-2010 2:20 PM
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Re: No response to a support ticket?
22-12-2010 2:49 PM
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I really do sympathise with how you've been passed back and forth but as I said the automated system we use won't let us go any further. However, in light of what has been happening to you when you have contacted your provider on numerous occasions, one of our faults managers has agreed to raise this manually for you. By doing this we should be able to find out exactly how to get this fixed for you.
Hope that helps,
Jojo
Re: No response to a support ticket?
22-12-2010 3:01 PM
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Craig
Re: No response to a support ticket?
22-12-2010 3:03 PM
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the main thing is if they come back as say there is definitely a fault we can quote their own words.
Jojo
Re: No response to a support ticket?
29-12-2010 10:55 AM
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Called support on the 24th and today, still no update yet... I'm told someone from the faults team will call be back before 9pm
Re: No response to a support ticket?
29-12-2010 11:02 AM
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Just getting one of the faults guys to look at this now for you.
Jojo
Re: No response to a support ticket?
30-12-2010 7:33 PM
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Thanks,
Craig
Re: No response to a support ticket?
31-12-2010 10:09 AM
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1. The BT systems have to see your router syncing at a higher speed and staying stable at the higher speed with few errors.
2. BT have to raise your IP Profile.
3. BT have to send a 'delta' report to Plusnet.
4. Plusnet have to raise the current line speed shown on the portal to match the IP Profile.
This can take a number of hours.
What you must not do is reboot your router at all (tempting I know as rebooting is the first solution to many problems) and leave it on 24x7, if you do it delays step 1.
What you can do is take a look at the sync speed reported by your router and look to see how long it stays connected.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
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