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ticket No 84617849

Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

ticket No 84617849

Can someone please look at ticket No 84617849
Quote
Today's response from Plusnet says:-
"Your problem appears to be fixed. Your problem appears to be fixed following the engineer visit.
After running further tests today I can see you are now connected to the internet and the line is stable with a good speed for the line.
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."

I have not had a BT visit! 
The issue is not fixed!
There's been no change in the speed on my Plusnet fibre connection,  it's still 17999mbps downstream 0.5mbps upstream.
No I am not satisfied this has been resolved!  Angry
41 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: ticket No 84617849

Can you please reply back to your ticket and we'll get this picked back up for you?
Chris Pettitt
Cloud Environments Engineer
Community Veteran
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Registered: 21-01-2013

Re: ticket No 84617849

Chris, if I reply back to the ticket you know it will take PN 3 days at least to reply.
I don't think my patience will last that long.
Angry Angry

Plusnet Staff
Plusnet Staff
Posts: 6,346
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Fixes: 5
Registered: 26-11-2011

Re: ticket No 84617849

I'm going to be speaking to a Specialist Team within BT about your line. I've dealt with your line a few times and had a fair number of engineers out over it too, so I'd like to find out what's going on. Leave it with me and I'll let you know once I've had that conversation.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 1,841
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Registered: 21-01-2013

Re: ticket No 84617849

Thanks for offering to help Chris -- it's much appreciated.
Can I just point out that it must be about a year since the last BT visit.
I'm very disappointed with the incorrect info I keep getting from PN's ticket system.
Plusnet Staff
Plusnet Staff
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Registered: 26-11-2011

Re: ticket No 84617849

No worries.
Called scheduled for 3pm. I'll take a look at the ticket once I've had the call and I'll update you further.
Chris Pettitt
Cloud Environments Engineer
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: ticket No 84617849

Right. That's gone across to the DCoE Team, I'll await to hear back from them within the next 2 hours.
Chris Pettitt
Cloud Environments Engineer
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: ticket No 84617849

I've heard back. I'm going to pick this up for you, if you're happy for me to go along with this.
The response back from DCoE was positive, so if you're happy to go with a further engineers visit, I'd like to arrange one and I've got a co-op sorted directly with the DCoE Team. They're fully aware of your line stats and know it can perform much better!
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 1,841
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Registered: 21-01-2013

Re: ticket No 84617849

Thanks Chris, that sound promising.  Smiley
Yes, I'm happy to have a BT visit, any afternoon next week is good for me.
Community Veteran
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Registered: 18-02-2013

Re: ticket No 84617849

Result Smiley
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
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Registered: 26-11-2011

Re: ticket No 84617849

Righteo, I'm working on that as we speak Smiley
Chris Pettitt
Cloud Environments Engineer
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: ticket No 84617849

Engineer booked for Monday afternoon.
I'm actually away on leave next week, but I'll fill the guys in here on what we're doing with this one.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Re: ticket No 84617849

Thanks Chris.
Have a good holiday. Smiley
Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Re: ticket No 84617849

Update:
The BT guy arrived today, he said he has tided up in the cabinet and he replaced the cable from pole to house. He also spent some time on the phone to the control centre trying to find any adjustments which would give me more upstream even if at the expense of downstream speed.
The end result was a improvement in downstream sync from 18 mbps to 25 mbps.
Unfortunately the upstream sync is still much the same at 0.5 mbps.  Sad
The BT guy was actually very helpful and he want above and beyond what previous BT technicians had done. I felt he really did try to give a good customer service.
Since Chris has taken ownership of this issue I'm happy to wait, until he's back next week, to decide what happens next.
Note the downstream speed test is far from the new 25 mbps sync, guess that's PN's profile slow to update.
Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: ticket No 84617849

Quote
I'm happy to wait, until he's back next week, to decide what happens next.

Cheers for the update, happy to help in the meantime if you need it.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team