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poor response re Broadband outage

pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

poor response re Broadband outage

At about 12:30 today my Broadband went, I was on line at the time, did the usual checks my self but couldnt get it to activate, Thompson Router.  At  12:51 I contacted CSC, got through in seconds, Explained then went through checks with them, they got me to change my Admin set up and reconfig the set up, still no joy,  said could I leave the router on so they could do some checks, told them my home phone was OK and my mobile was OK.  both these are on my ticket which I couldnt see as I had no broadband.  the next was they gave me a free dial up, again how would I know, they sent me four e-mails, how would I know?.
At 17:15, got fed up and phoned CSC, told that yes my local exchange had an outage at 12:55, just after I phoned the first time! and that the fault was fixed at 15:30, two hours previous.
I then found that because of the "Checks" that I did, I had to reset to factory default as I had previously altered my router log in for security reason and couldnt get back in - plus the suggested login and password for the 585 were not the correct for factory default.
Ticket No 28613812
21 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: poor response re Broadband outage

If it was a speedtouch supplied 585v7 then the login is
username: admin
password: admin
However a factory reset may change it to the Speedtouch default
User Name = Administrator
Password = blank (don't type blank just press return  Grin)
Note - they are case sensitive
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: poor response re Broadband outage

Wondered where he'd been, was going to send him a PM.
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: poor response re Broadband outage

Cant guarantee that I will be around next week, depends if I can find an open WiFi in Tidy Oggie Land
Moderator
Moderator
Posts: 18,576
Thanks: 1,852
Fixes: 234
Registered: 11-01-2008

Re: poor response re Broadband outage

It will be quiet then Sad

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: poor response re Broadband outage

got the text message this morning asking me to try rebooting my router and see if it would connect,  time sent 0:8:46, and this time is reflected on the ticket Angry Angry
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: poor response re Broadband outage

copy of some ticket responses
Quote
Ian ******* CSC Analyst  8:45am, Sunday 26th April 2009
Dear Mr *******
Thank you for informing us that your fault is now resolved.
Due to the very nature of faults, we can only request that you monitor the connection for several days, in order to confirm you are satisfied this is resolved in full.
We take your feedback very seriously, and would be grateful if you could help us to improve our service by completing an online survey at:
http://www.zoomerang.com/Survey/?p=WEB
Completing this survey will provide you with an opportunity to feedback on your experience with us and will be used to help us improve our service in the future.

[Internal]
Session Records
Subscription Access Rack Last Event Event Time Message IP Assigned Service Calling From Session Started Session Ended Session Duration
FOL BBYW 195.166.128.76 active 08:36 26/Apr/2009 unknown (Interim update) 87.114.1.129 Not set   18:06 25/Apr/2009 N/A   14:37:15 (on going)

Kind regards,
Ian *******
[Sms Message: BT believe the recent fault on your service was due to a general problem in your area. This has now been fixed. Please can you retest your connection and text us back if you need further assistance.]
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: poor response re Broadband outage

I trust you've completed the survey!
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: poor response re Broadband outage

yes and with a lot of bad ticks Cool
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: poor response re Broadband outage

Hi Peter,
Just to confirm, we were not informed of your outage until 13:04, so we wouldn't have known about it at the time.
Glad you got things back up and running.
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: poor response re Broadband outage

I logged my phone call at 12:51, the local exchange said the fault happened at 12:55, my line dropped at about 12:30.  my main complaint is about the way that PN communicated back to me - or should I say didnt
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: poor response re Broadband outage

Peter,
We weren't informed of the outage until 13:04.
If you don't believe me, I can forward you the email as proof.
Community Veteran
Posts: 26,695
Thanks: 918
Fixes: 10
Registered: 10-04-2007

Re: poor response re Broadband outage

James,
I think the point is why wasn't Peter contacted between 13:04 when you received notification and 17:15 when he rang in again?
Edit: Forgot emoticons are required in this topic.
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 (£13/month)
Mobile: iD mobile (£4/month)
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: poor response re Broadband outage

That's a fair point.
The faults team would work through all of the faults tickets (and it takes two hours for the automated checks to run for starters) and they would then work through the tickets eldest first.  I would have expected them to have called back if Peter hadn't rung in first to ask for an update.
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: poor response re Broadband outage

and I received the text message to reboot the router and try again at 08:45 the following day from Ian as per the ticket