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Use Of Phone Disrupts Broadband

OwldChap
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Posts: 142
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Registered: ‎09-08-2018

Re: Use Of Phone Disrupts Broadband

PlusNet Nothing to say.

PlusNet / Openreach stumped!!!


PlusNet back to ignoring the Members Centre Notes.


Not even an acknowledgement on Members Centre notes even though the PlusNet member of the advocate team has been emailed by staff member Jubby.


No answers to questions asked, PlusNet / Openreach refuse to confirm what is the physical cause of all the problems engineers been shown videos of the symptoms.


Openreach profile change useless, not worked as can be seen from all the disconnections shown above.


No action on Telephone line fault even after the end to end tests and thorough investigation carried out as specified by PlusNet / Openreach.

Still taking full payment though for part time service.

2018-10-23 18:03:50 syslog: LCP down.

Total disconnect 18:03 in the middle of important transaction no dial tone Wife very angry. 

Shambles.

I May Old But I’m No Fool (Except For Moving Here)
Plusnet Help Team
Plusnet Help Team
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Fixes: 31
Registered: ‎26-03-2018

Re: Use Of Phone Disrupts Broadband

Hi @OwldChap 

I can see your case handler has subsequently replied. 

 

Click here to view the ticket. 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
OwldChap
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Registered: ‎09-08-2018

Re: Use Of Phone Disrupts Broadband

Thank you for your post @MasterOfReality

Seen Members Centre notes from  the PlusNet member of the advocate team.

Nothing new their just dragging things out no end in site.

PlusNet Openreach have no answer no resolution and evade questions.

PlusNet should send the deadlock letter. 

I May Old But I’m No Fool (Except For Moving Here)
OwldChap
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Registered: ‎09-08-2018

Re: Use Of Phone Disrupts Broadband

More drops PlusNet Testing

Knocking out broadband and dial tone on telephone line without warning.

2018-10-23 18:07:36 [Informational] kernel: Link State: DSL link down.
2018-10-24 12:39:32 [Informational] kernel: Link State: DSL link down.
2018-10-24 16:28:36 [Informational] kernel: Link State: DSL link down.
2018-10-24 19:10:57 [Informational] kernel: Link State: DSL link down.

 

 

 

I May Old But I’m No Fool (Except For Moving Here)
OwldChap
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Registered: ‎09-08-2018

Re: Use Of Phone Disrupts Broadband

Noise on the telephone line.

Drop in broadband connection 09:37:57, 25 Oct.dsl:ADSL Link Down:

 

Told information coming from Openreach yesterday nothing forthcoming.

Openreach wasting everybody's time just string every body along.

Shambles!

I May Old But I’m No Fool (Except For Moving Here)
OwldChap
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Re: Use Of Phone Disrupts Broadband

"Lift and Shift" carried out early hours of 25 October 2018.

Not surprisingly still noise on the line, In test socket tried:-

3 filters, 3 corded telephones 1 of which is a simple telephone, 2 RJ11 cables and  2 routers.

Video record taken.

Openreach has been at this nearly 5 months now.

The shambles continues.  

 

 

I May Old But I’m No Fool (Except For Moving Here)
OwldChap
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Re: Use Of Phone Disrupts Broadband

Not Made Ha'porth of difference.

What ever PlusNet / Openreach claim to have done has made no difference back to square one. Lift hand set noise intensifies and broadband drops. No different to back in June.

 

In test socket tried:-

3 filters, 3 corded telephones 1 of which is a simple telephone, 2 RJ11 cables and  2 routers. Same Result Every Time.

Video record taken.

Dropping connection when it wants now.

Still taking full payment for this tripe, that is probably doing tripe a disservice.

 

I May Old But I’m No Fool (Except For Moving Here)
OwldChap
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Re: Use Of Phone Disrupts Broadband

Getting the nasty treatment from PlusNet / Openreach now, PlusNet / Openreach turned off Broadband 10:35 27 October. Phoned PlusNet that morning over 40 minutes wait the call centre operative switching their voice off and on so as to make what they said incomprehensible. I have a recording of the call. No respect for elderly people.

 

From the router stats:- 10:35:39, 27 Oct.,:Connection to the Internet has been terminated.

 

PlusNet / Openreach assured that they would sort their problems out by today, Totally misleading yet again the problems are no better than back in June 2018 NOISE on the line, pick up handset broadband drops out.

 

Pllusnet said wait time was 5 minutes Wrong Again see Illustration of PlusNet Telephone Wait Time Saturday 27 October 2018.

 

All so illustration of Constant Dropping Broadband Connection Friday and Saturday morning each Line represent a drop in connection in router stats.IMG_2200.JPGPlusNet Call Wait TimeScreen Shot 10-29-18 at 04.02 PM.jpg

I May Old But I’m No Fool (Except For Moving Here)
Plusnet Help Team
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Registered: ‎06-08-2018

Re: Use Of Phone Disrupts Broadband

Hi @OwldChap,

I'm afraid that until we come to a situation where we cannot offer any further help to resolve the complaint, we are not at deadlock.

I have updated the complaint ticket on your account which you can access here with regards to the next actions we are going to take.

If you reply to the ticket, please reply on here so we can pick it up for you as soon as possible.

Thank you.

If this post resolved your issue please click the 'This fixed my problem' button
 Lewis G
 Plusnet Help Team
OwldChap
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Re: Use Of Phone Disrupts Broadband

Thank you for your post @Jubby

You do not need to find a recording of the phone call as I have said above I have my own recording of the despicable behaviour of the PlusNet operative and it was on the land line not a mobile line as they claim the operative would have been well aware that it was on the land line as I had to enter the number in the leadup of the call. PlusNet Grossly Misleading again.

I May Old But I’m No Fool (Except For Moving Here)
Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Use Of Phone Disrupts Broadband

Hi @OwldChap 

 

Let me preface this by saying that I am extremely sorry this issue is still ongoing, and that you are having less than positive experiences with agents on the phone, this really is not how we want staff to act in any way shape or form. 

Having your own recordings of phonecalls is all very well and good, and we would never dream of telling you not to carry on doing this, however, we would also look to retrieve our own call recordings so that we can listen to what has gone on ourselves - I'm sure you can understand this. 

 

I would please ask you to reply to updates on the open complaint ticket on your account, so as to keep all correspondence in one place for ease of monitoring. Having said this, please feel free to add a summary of your reply to this thread if you deem it prudent to do so. 

 

I shall update the open ticket with a note stating that further contact has been made on this forum post. 

 

Kind Regards, 

MoR

 

 

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 Alisdair C
 Plusnet Help Team
OwldChap
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Re: Use Of Phone Disrupts Broadband

Thank you for your post @MasterOfReality

I will continue to keep members updated with these recurring problems for their interest, reference or indifference that is the members choice.

I mentioned that I have my own recording because your colleague Jubby could not find the PlusNet recording I cannot think why.

Yes I will record phone calls to PlusNet for my records, I will take screen shots, sound recordings of faults Video recordings of faults and save security camera footage, as PlusNet always question my version of events.

The Members Centre notes are updated as and when needed no need for concern there, no need to up the members centre notes as stated in this thread the member of the advocates team has a link here in his notes.

 

Notice to PlusNet staff on here there is no need to update the members centre notes Thank you.

PlusNet advised that  Tie Pair Modification has been completed as of around 3pm today (29/10/2018.)

Still noise on the telephone line

From router stats more drops in broadband connection:-

16:06:51, 30 Oct.,dsl:ADSL Link Down: duration was 44 seconds
16:05:17, 30 Oct.,dsl:ADSL Link Down: duration was 713 seconds
(Incoming call caused drop)

15:52:33, 30 Oct.,dsl:ADSL Link Down: duration was 2642 seconds 
15:07:40, 30 Oct.,dsl:ADSL Link Down: duration was 392 seconds
15:00:19, 30 Oct.,dsl:ADSL Link Down: duration was 1308 seconds
14:37:40, 30 Oct.,dsl:ADSL Link Down: duration was 415 seconds
14:29:54, 30 Oct.,dsl:ADSL Link Down: duration was 225 seconds
14:25:18, 30 Oct.,dsl:ADSL Link Down: duration was 4742 seconds
13:05:21, 30 Oct.,dsl:ADSL Link Down: duration was 89 seconds
13:03:01, 30 Oct.,dsl:ADSL Link Down: duration was 43 seconds
13:01:29, 30 Oct.,dsl:ADSL Link Down: duration was 31 seconds
13:00:08, 30 Oct.,dsl:ADSL Link Down: duration was 13899 seconds

09:06:06, 30 Oct.,dsl:ADSL Link Down: duration was 38155 seconds
22:29:21, 29 Oct.,dsl:ADSL Link Down: duration was 1409 seconds (lift handset of telephone in test socket)
22:03:49, 29 Oct.,dsl:ADSL Link Down: duration was 14179 seconds (lift handset of telephone in test socket)
18:06:42, 29 Oct.,dsl:ADSL Link Down: duration was 32 seconds
18:02:04, 29 Oct.,dsl:ADSL Link Down: duration was 407 seconds
17:52:44, 29 Oct.,dsl:ADSL Link Down: duration was 191 seconds
17:48:47, 29 Oct.,dsl:ADSL Link Down: duration was 8214 seconds
00:08:13, 01 Jan.,dsl:ADSL Link Down: duration was 27 seconds
00:06:35, 01 Jan.,dsl:ADSL Link Down: duration was 295 seconds

Problem still not resolved the shambles goes on 

 

I May Old But I’m No Fool (Except For Moving Here)
OwldChap
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Re: Use Of Phone Disrupts Broadband

Notice to PlusNet staff on here there is no need to update the members centre notes Thank you.

 

It is now 8 weeks since this complaint was raised as confirmed by the email from PlusNet dated and timed at 31/10/2018 06:45. there has not been a resolution to the Fault Noise on the Telephone Line and the constant dropping  of the Broadband signal and the poor service.  PlusNet refuse offers to allow me to leave without penalty and PlusNet are determined to extract as much money from this account by extending this for as long as possible and waste your time and the Ombudsman’s Services time then there is no other option than to have this complaint reviewed by the  Ombudsman’s Services.
 
Still noise on the telephone line Test as previous in test socket
 
Lift hand set or incoming calls cause broadband to dropouts:-
 
09:23:28, 01 Nov.,dsl:ADSL Link Down: duration was 35348 seconds
23:33:33, 31 Oct.,dsl:ADSL Link Down: duration was 467 seconds
23:25:00, 31 Oct.,dsl:ADSL Link Down: duration was 9466 seconds
20:19:59, 31 Oct.,dsl:ADSL Link Down: duration was 58 seconds
20:05:58, 31 Oct.,dsl:ADSL Link Down: duration was 3379 seconds
19:08:49, 31 Oct.,dsl:ADSL Link Down: duration was 93 seconds
16:40:38, 31 Oct.,dsl:ADSL Link Down: duration was 4651 seconds
15:22:17, 31 Oct.,dsl:ADSL Link Down: duration was 4121 seconds
14:12:45, 31 Oct.,dsl:ADSL Link Down: duration was 3296 seconds
13:16:59, 31 Oct.,dsl:ADSL Link Down: duration was 2194 seconds
12:39:35, 31 Oct.,dsl:ADSL Link Down: duration was 4514 seconds
11:23:31, 31 Oct.,dsl:ADSL Link Down: duration was 2143 seconds
10:46:58, 31 Oct.,dsl:ADSL Link Down: duration was 43896 seconds
22:34:32, 30 Oct.,dsl:ADSL Link Down: duration was 1938 seconds
22:01:24, 30 Oct.,dsl:ADSL Link Down: duration was 14360 seconds
18:01:12, 30 Oct.,dsl:ADSL Link Down: duration was 1853 seconds
17:27:44, 30 Oct.,dsl:ADSL Link Down: duration was 0 seconds
16:40:17, 30 Oct.,dsl:ADSL Link Down: duration was 1955 seconds
16:06:51, 30 Oct.,dsl:ADSL Link Down: duration was 44 seconds
16:05:17, 30 Oct.,dsl:ADSL Link Down: duration was 713 seconds
15:52:33, 30 Oct.,dsl:ADSL Link Down: duration was 2642 seconds
15:07:40, 30 Oct.,dsl:ADSL Link Down: duration was 392 seconds
15:00:19, 30 Oct.,dsl:ADSL Link Down: duration was 1308 seconds

 

 

I May Old But I’m No Fool (Except For Moving Here)
OwldChap
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Posts: 142
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Registered: ‎09-08-2018

Re: Use Of Phone Disrupts Broadband

Notice to PlusNet staff on here there is no need to update the members centre notes Thank you.

Hello All.

No update on Members Centre notes from PlusNet / Openreach or PlusNet Advocate Team Member  as I was told there would be.

Complaint now initiated with Ombudsman's Service.

 

I May Old But I’m No Fool (Except For Moving Here)
OwldChap
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Posts: 142
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Registered: ‎09-08-2018

Re: Use Of Phone Disrupts Broadband

Notice to PlusNet staff on here there is no need to update the members centre notes Thank you.

Hello All

PlusNet / Openreach still playing games refuse to accept my version of events still.

Broadband  and Telephone being switched on and off without warning.

Noise still on the line and many dropouts of broadband still no different than 2 months ago.

Each line is a drop in broadband in just under 12 hours 

  Screen Shot 11-02-18 at 12.32 PM.jpg

I May Old But I’m No Fool (Except For Moving Here)