Internet goes off after every heavy rain Shower
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Internet goes off after every heavy rain Shower
09-10-2019 10:18 PM - edited 09-10-2019 10:19 PM
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Hi
I am having a problem with the internet going off every time there is a heavy rain shower
After every rain shower I have to reset the router to get back online , everything runs OK then until the next big down pour
Can you check this
Regards
Chris
Re: Internet goes off after every heavy rain Shower
10-10-2019 3:27 PM
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Thanks for getting in touch @chris2005
I'm sorry to hear that you've been having issues with your connection.
We've tested your line and we can see it's quite intermittent as shown below
Unfortunately, our tests aren't showing any cause for this. Can you raise a fault here and post back once you've done so?
This will allow us to get that picked up straight away for you
Re: Internet goes off after every heavy rain Shower
10-10-2019 4:26 PM
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Hi Mathew
Can you tell me how to raise a fault, I dont feel like waiting on the phone for 30 minutes waiting to get through to someone
Re: Internet goes off after every heavy rain Shower
10-10-2019 5:08 PM
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Apologies @chris2005
If you click here it will allow you to raise the fault online
Re: Internet goes off after every heavy rain Shower
10-10-2019 6:15 PM
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Hi Mathew
The ticket has been raised
Thanks
Re: Internet goes off after every heavy rain Shower
11-10-2019 11:18 AM
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Thanks for raising that @chris2005
I've updated your open fault ticket here
Please let us know when you've responded and we'll get that booked in for you.
Best wishes
Dave
Re: Internet goes off after every heavy rain Shower
13-10-2019 12:43 PM
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Hi Dave
I received the email this morning to say an engineer will be here on Tuesday,
My neighbor also had a fault and kn networks were there on Friday, they had all the connections on the poles opened in front of my business and the fault has not happened since.
I'm going to find out who my neighbor has as a provider as they seem to get better looked after as a domestic customer than I get looked after as a business customer
The last time I had a fault because an engineer had changed a pole and forgot to connect my wires up I waited 4 days with no phone line at all
Please cancel the engineer as the problem has been fixed when kn networks were fixing my neighbors internet on Friday,
I wont be hanging around with plusnet
Dear Mr Thanks for your patience and your time on the phone today. I firstly apologise for the issues with your service. Your appointment for an engineer has been booked for 15/10/2019 between 8am-1pm. If the engineer finds the fault to be with one of the checks we have asked you to do, you miss the appointment, or you cancel the appointment within 48 hours of the engineer visit time, we will add a one off fee of £65 to your bill. This charge will appear within 90 days of the engineer visiting your property, and the engineer will demonstrate to you where the problem exists. |
Re: Internet goes off after every heavy rain Shower
14-10-2019 11:29 AM
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Hi @chris2005
Thanks for getting in touch with us again.
I can confirm that this has been done and updated on your account.
Kind Regards,
MoR
Re: Internet goes off after every heavy rain Shower
17-10-2019 2:53 PM
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I'm going to find out who my neighbor has as a provider as they seem to get better looked after as a domestic customer than I get looked after as a business customer
I believe that I am correct in saying that PN Business customers and PN Residential customers now 'enjoy' the same repair service repair levels from BT Openreach.
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.
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