Still getting dropouts, still no support from Plusnet
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Still getting dropouts, still no support from Plusnet
01-10-2016 5:02 PM
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Where are you?
Still getting dropouts of broadband and still no contact from Plusnet support team after two weeks.
Dreadfull and disappointing.
Re: Still getting dropouts, still no support from Plusnet
01-10-2016 5:13 PM
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Have you been in contact with them yet? Do you have a fault number?
Re: Still getting dropouts, still no support from Plusnet
01-10-2016 5:30 PM
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No, and No.
Absolutley no response to my posting of two weeks ago.
Re: Still getting dropouts, still no support from Plusnet
01-10-2016 6:10 PM
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They don't manage to see all of the posts on this public forum, but if you were to give them a call, of get on chat, of go through the faults guide https://faults.plus.net you will get a response, and uing the guide will help narrow down the problem.
Re: Still getting dropouts, still no support from Plusnet
03-10-2016 7:19 AM
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Thanks for the post Mustrum
I've tried the online fault guide but just get an "Ooops, something went wrong" message, and the phone support had a 45 minute wait.
Being impatient, I posted the fault on the Phone forum and got an immediate reply, and they should be testing my line on Monday.
Thanks again
Re: Still getting dropouts, still no support from Plusnet
03-10-2016 12:08 PM
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Sorry to hear your connection is dropping.
As shown below it is dropping alot. Can you raise this here?
Re: Still getting dropouts, still no support from Plusnet
04-10-2016 9:09 AM
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I can see this has also been replied to here: https://community.plus.net/t5/Phone/Noisy-Line/m-p/1373352
Re: Still getting dropouts, still no support from Plusnet
07-10-2016 7:44 AM
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Matthew,
We've an engineer visiting on Tuesday, but broadband has been pretty stable for the last couple of days.
Any chance you could post an updated graph for the last week, or the engineer will think I'm making it all up!
Thanks.
Re: Still getting dropouts, still no support from Plusnet
07-10-2016 11:56 AM
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Re: Still getting dropouts, still no support from Plusnet
07-10-2016 7:21 PM
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Thanks Matthew, much appreciated.
Re: Still getting dropouts, still no support from Plusnet
17-10-2016 7:35 PM
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Matthew,
Problems are ongoing despite one engineer visit who left declaring the problem 'fixed'. Plusnet rang me on Sunday morning to apologise and another engineer visit has been arranged for this Wednesday.
Our broadband connection is very intermittent, being fine and reliable for a few hours and then constantly disconnecting although I can detect no pattern. I've done all the usual checks - changed ADSL cable, changed router, disconnected phones, with no effect, so I'm convinced the problem is external.
Any chance you could post an updated chart since 7th October as Plusnet have suggested a refund for the downtime plus compensation and I really need to see just how frequently the line has dropped out.
I'm really hoping they can solve the problem, but unless the line is down when they call, I doubt the enginner will find anything wrong. But hey, you never know....
Thanks again for your help.
Re: Still getting dropouts, still no support from Plusnet
18-10-2016 11:56 AM
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Re: Still getting dropouts, still no support from Plusnet
18-10-2016 2:32 PM
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Thanks Chris,
One day they will train people to be both Phone enginers AND Broadband engineers. How am I expected to know what the cause of the problem is and who to ask for?
The phones are noisy so I have assumed it's that which is knocking out the broadband, but I have been wrong about things before....
And I just know the line will be perfect when the engineer visits and we'll be back to square one, again.
Re: Still getting dropouts, still no support from Plusnet
21-10-2016 2:06 PM
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There are still a couple of disconnections showing but it really is looking a lot more stable since Wednesday afternoon when the engineer came out, how's the noise on the line now?
Re: Still getting dropouts, still no support from Plusnet
21-10-2016 5:12 PM
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Better. Oddly, another engineer unexpectedly turned up on the Thursday, and I suspect the dropout was caused by him testing the line again. We'll keep monitoring the line over the next few days but, fingers crossed, it is a lot more stable. Lets hope it lasts this time.
Thanks for all your help.
We did get a suprise call from a Plusnet rep on Sunday morning (!) who was using the words 'refunds' and 'compensation' for all the disruption, but I haven't heard anything about that since. Wishful thinking ?
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