What takes 72 hours?
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- What takes 72 hours?
What takes 72 hours?
28-09-2015 10:43 AM
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4 days later on thursday still no green light or internet, i connected plusnet friday to be told my broadband was live but not turned on by plusnet for some reason, the lady on the phone did this strait away but no green light on internet i then spent the next 20 mins changing router passwords and doing factory resets without any kuck of a green light.
I was told i would have to wait UPTO 72 HOURS for a test to be done and a better qualified technician would phone me, this was after a threat of £50 fine if the issue was found to be my fault i agreed, what do you do in those situations. I tried to phone yesterday 50 hours later thinking there must some information on what is going on, there was no information and the lady on the phone was unable to or willing to chase or contact the guys running the test.
My concern is 74 hours later and no phone call from plusnet:
Is a test actually been run?
Is plusnet mugging me off cause they have made a mistake and don't want to admit to it?
Any help or advice would be appreciate 8 days without internet and its starting to affect personal and work life
Re: What takes 72 hours?
28-09-2015 1:11 PM
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Welcome to the forums and please accept my apologies for the delays incurred in resolving the fault you have raised to us.
I've reviewed your account and can see that the fault has been raised to our supplier. It looks like a provisioning issue affecting the way the service connects to the internet. I've placed a modify order with our Wholesale supplier to correct the problem and if all goes well, your connection should be working by this evening.
I'm monitoring your order and will continue to keep you posted on here.
Re: What takes 72 hours?
28-09-2015 1:46 PM
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Checking your account now shows you have an active internet connection for 24 minutes. Hopefully you can see the same from your end.
Re: What takes 72 hours?
28-09-2015 8:58 PM
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Many thanks for your support the internet light is finally green its a shame that the a action taken by yourself was not done on friday or yesterday?
I have tested the connection on ookla speedtest and i am getting speed of 0.80 mbps download and 0.40 upload, i was before with sky enjoying speeds of between 6-8 mbps download considering the phone line is the same i would assume that this should be the case with plusnet as well, can the internet connection please be configered correctly so that the same speeds are achieved?
Re: What takes 72 hours?
29-09-2015 9:24 AM
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I've resolved that for you too and updated the support ticket to reflect the same.
Once more accept my apologies.
Re: What takes 72 hours?
29-09-2015 12:13 PM
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A warm welcome to the forums.
When you can, please take a look at the speed issues thread and post ALL of the information requested. A member of the community can then take a look and confirm that you are getting the best speeds possible for your line's stats.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: What takes 72 hours?
29-09-2015 3:24 PM
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Can you confirm what has been resolved?
My speeds on download are ranging from 0.80 - 0.90 download, upload 0.40.
Re: What takes 72 hours?
29-09-2015 4:48 PM
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There is some possibility that the PPP session might need to be dropped and reconnected ... which is why I requested that you post a full set of stats, so that we know what we are looking at. At this juncture, speed test contemplation is not overly informative.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: What takes 72 hours?
29-09-2015 5:32 PM
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Not sure why I have to post stats, plusnet must have all the information they need and most certainly the ability and resources to get it, speedtest is good enough to tell the difference between 0.80 and 8 mbps it certainly was a trusted provider of information and accepted by bt and sky in the past.
I can post the stats but I feel im doing this to entertain the laziness of plusnet when in a similar situation before with sky and bt within the span of 5 minutes they have been able to sort this issues out for me I cannot believe plusnet are not able to do the same?
Re: What takes 72 hours?
29-09-2015 5:34 PM
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dick:quote
Re: What takes 72 hours?
29-09-2015 5:48 PM
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as i said im happy to post the stats for what purpose im trying to understand because plusnet must be able to obtain these themselves, if you require the stats to help me in my case to get the service from plusnet that they promised me thank you and accept my apologies if my post expresses a agressive reply toward townmans post my reason is im assuming he works for plusnet? ( if im wrong then red face on my part and i owe him a beer which ill send by carrier pigeon as my internet is a little slow at the mo )
Re: What takes 72 hours?
29-09-2015 6:03 PM
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There are more reasonably well informed community users around here most days than PlusNet staff who also have other support channels to cover as well.
However, if you want to wait for them...
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: What takes 72 hours?
29-09-2015 6:05 PM
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Plusnet Compulsive Lying
30-09-2015 7:25 AM
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* I have been promised that within 72 hours my internet would be back up and going as it was before its now 120 hours.
* I was promised this (email reply from plusnet below)-
" On further investigation I note that the profile stored for your line at our supplier is set incorrectly too.
A modify order has again been placed and this should reflect by midnight at the latest tonight."
Be good to hear from other people on there ongoing problems of empty promises from plusnet and if you have sorted them, how so others can learn best way to deal with this awful sevice
https://www.plus.net/home-broadband/switch/ - this link in my case nothing on this page has been truth
Re: What takes 72 hours?
30-09-2015 9:19 AM
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topics merged to keep info in one place.
If it helped click the thumb
If it fixed it click 'This fixed my problem'
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