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Disgraceful Customer Service wait to you see this !!!

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Disgraceful Customer Service wait to you see this !!!

Raised a ticket due to fluctuating noise levels on my line passed to to plus net and I am still waiting for them to provide a course of action. What do you think??

I especially like the bit where they claim I need a BT engineer and then they change there minds.



All initial checks have been completed with no problems found. The customer must now complete the Detailed Checks. Please ensure that all questions are completed within 48 hours, otherwise this ticket will be automatically closed with no fault reported


Your comment 10:07am, Wednesday 10th May 2006
Broadband Fault Checker - Detailed checks [ Completed ]

All questions have been completed by the user.


Your comment 10:07am, Wednesday 10th May 2006
The customer has provided the following contact details for the duration of the fault.


Additional contact info: anytime


Your comment 10:07am, Wednesday 10th May 2006
Broadband Fault Checker - Connection checks [ In progress ]

The tests on your broadband connection have now started. Please check this ticket in about two hours to see the results of the tests.


Script User Unused - ADC - Developers 10:19am, Wednesday 10th May 2006
Broadband Fault Checker - Connection checks [ Completed ]


The Connection checks have now completed

Test result summary: Pass

Testing of your broadband service has been completed. We are unable to identify the cause of your connection problems.

Please confirm that the problem is still occurring. If your problem is an intermittent connection, please provide details of the times when your service was not available. We will report your problem to BT and continue our investigations.

Thank you for you patience!

Script User Unused - ADC - Developers 10:19am, Wednesday 10th May 2006
This ticket has been returned to the customer for their attention

Your comment 11:29am, Wednesday 10th May 2006
1. Does the loss of connection occur only at certain times of the day or is it continuous? If only at certain times, please state when.

No it is completely random

2. How long has the problem been occurring for and when did it start?

Nearly six months ago


3. What are you doing at the time of the fault - e.g. downloading large files, or does it only drop when idle?

Anything it does not matter

4. When you lose connection is sync lost on the modem/router - i.e. does the ADSL link light start flashing or does it remain solid green?

Synch is lost

5. Do you have any other equipment on the line that may affect service, such as a fax machine and is the PSTN (voice) service OK?

No

6. Please connect your modem/router to the master socket, leaving all other equipment disconnected and see if the problem still happens.

Problem still continues

7. Has another modem/router been tested on your line, or have you tested your modem/router on a line known to be working?

Yes

8. Has the micro filter being changed to prove if it is a problem?

I do not have filters I have an ADSL faceplate

9. Are you on a particular website when the connection drops?

No

10. Is the session actually disconnecting (requiring you to login again), or is it degrading to almost nothing (session stays up, but hardly usable)?

Yes



11. Can you reconnect again straight away, or do you have to reboot?

Connection can take a while

12. Do you use any other protocols and applications other than Web-browser, email and FTP?

No

13. Do you get an error code when you log on again?

No

14. Have filters been added to all used points?

Yes

15. Is there an alarm system on the property which utilises the phone line?

No

16. Have you anything else connected to your PC besides the modem/router?

Yes a keyboard and mouse

Please note the make and model of the hardware that you have. This may help us identify problems more quickly.

Netgear dg834gt

Please also include your preferred contact number, (which should be a mobile phone where possible) and an alternative, along with the best time to contact you.



IMPORTANT:
In order for us and BT to investigate further you must leave your ADSL hardware powered-up and plugged in.


CSC Agent 5:49pm, Wednesday 10th May 2006
++INTERNAL++

Am escalating due to being in incorrect pool.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 4:41pm, Thursday 11th May 2006
Please look at this ticket promptly as it has now been sitting here for nearly 24 hours without a response

Your comment 7:11pm, Thursday 11th May 2006
Please give me an explanation as to why this has not been looked at yet ?

Your comment 2:01pm, Friday 12th May 2006
Still here still waiting

Your comment 3:24pm, Saturday 13th May 2006
I am now beginning to get a bit impatient please update me within 24 hours

CSC Agent 4:12pm, Saturday 13th May 2006
[internal]

Took esc call from eu, this needs raising to BT once PSTN fault is closed, will do this personally.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 4:26pm, Saturday 13th May 2006
PSTN fault cleared with BT

Agent 5:50pm, Saturday 13th May 2006
[internal]

Confirmed PSTN fault closed, raising to BT.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

CSC Agent 6:02pm, Saturday 13th May 2006
Dear Mr Mac Pherson,
I have raised your fault to BT. Please be aware that they can take between 48-72 hours to provide a response.

Please ensure your equipment remains powered up so we and BT can conduct any tests that may be neccessary.

internal; 1-BSWJGP/02651552

BOT - DSL Logged Faults 9:43am, Tuesday 16th May 2006
Dear Mr Mac Pherson,
We have provided more information to BT in relation to your fault so that they can investigate further.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 10:54am, Tuesday 16th May 2006
BT requested me to conatct you to provdie an update to this Issue. Can you confirm what further information has been provided and what BT think may be the problem.

John

Your comment 2:05pm, Wednesday 17th May 2006
Why oh Why does it take so long to answer a simple question ?

Your comment 8:55pm, Wednesday 17th May 2006
I wish to complain about the handling of this ticket. It is not acceptable to ignore a customer or not even have the common decency to answer the questions I have posed. Please detail a reply.

John

Your comment 9:34am, Friday 19th May 2006
Not bad 2 days and not even a reply to wishing to raise a complaint.

UPDATE me please

Training/Comms 9:48am, Friday 19th May 2006
Dear Mr Mac Pherson,
The last response on this question from ourselves, on the morning of the 16th, was the last time BT provided any update regarding your fault. The comment from yourself on this day regarding BT calling you was something that we had already actioned, as can be seen from the response we provided at that time.

As for your comments on this question since then, unfortunately due to the nature of the faults once they are raised to BT it isn't possible to check every single customer question in this pool every single day. If you do have an urgent issue which needs attention, I would advise that you raise a new question through the help assistant so that someone in the support centre can give you a swifter answer.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 11:30am, Friday 19th May 2006
You were supposed to provide ME with an update not BT.

What is the staus of this now ?

John

BOT - DSL Logged Faults 4:43pm, Friday 19th May 2006
Dear Mr Mac Pherson,
We have received no updates from BT since we passed further information regarding testing done on the 16th though your fault is still in hand with their diagnostics team. We appreciate that this can be frustrating but unfortuantely there is nothing further we can do, once a fault is raised to BT we are entirely reliant on them for information relating to the fault.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 2:21pm, Monday 22nd May 2006
Any updates this morning ?

John

BOT - DSL Logged Faults 2:45pm, Tuesday 23rd May 2006
Dear Mr Mac Pherson,
We have checked the progress of your fault with BT and at this time it is still being investigated by their diagnostics team. We will continue to check for updates and we will let you know as soon as we have further information.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 2:39pm, Wednesday 24th May 2006
Right enough is enough if you don't have a reply from BT yet then kindly go and get one. I have waited long enough. It has become blatantly obvious that something is very wrong with your comapany if you can't resolve faults in a timely manner.

John

Your comment 11:19am, Thursday 25th May 2006
please advise the costs to close this account i am sick of waiting nearly 24 hours for a simple reply.

John

Your comment 9:54am, Friday 26th May 2006
It's Friday and not a peep from yourselves since Tuesday!!! What's the chance of an update today Huh

BOT - DSL Logged Faults 2:05pm, Friday 26th May 2006
Dear Mr Mac Pherson,
BT would like to send an engineer to your premises to further investigate and help rectify the issue you are experiencing with your broadband connection.


BT can arrange engineering visits on Mon-Fri between 0800-1800hrs. The available appointment times are

08:00-10:30

10:30-13:00

13:00-15:30

15:30-18:00 (please be aware that this last slot time is not always available).



To book an appointment, please reply to this question with the dates & times you are available.

Alternatively, please leave a message on 0845 0020177.

Please confirm what appointment times would be most convenient for you. We recommend you leave us a minimum of 3 options on differing days. Once an engineer has been booked for you, we will call you to confirm the appointment date and time. Please note that if you have access to the Help Assistant then the appointment will be stated with your open question.



To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 9:01am, Tuesday 30th May 2006
Thursday 1st June 15:00 - 18:00

Please can you also provide details of what checks BT have done and as to the nature of the fault.

John

BOT - DSL Logged Faults 11:31am, Wednesday 31st May 2006
Dear Mr Mac Pherson,
I'm afraid that time slot is not available. The ticket has been passed on for further checks to have been made.

Regards,
Support.

INTERNAL: Please raise/advise as appropriate.

Your comment 2:13pm, Wednesday 31st May 2006
Please tell me what BT and yourselves have done and what may be the likely cause of my problems.

John

Your comment 10:24pm, Wednesday 31st May 2006
Any chance of a reply sometime this week !!!!

BOT - DSL Logged Faults 11:09am, Thursday 1st June 2006
[internal]
xDSL Status Check Analysis
OK.

Circuit Information
Circuit In Sync
Upstream xDSL Link Info
Loop Loss 38.5 dB
Cell Count 116
Downstream xDSL Link Info
Loop Loss 57.5 dB
Cell Count 289


Determine Algorithm Branch Analysis
Continue to copper line test.

Determine Algorithm Branch Analysis
Non EOI Line.

Copper Line Test Analysis
Test OK.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

BOT - DSL Logged Faults 11:10am, Thursday 1st June 2006
Dear Mr Mac Pherson,
I have further tested your line, but the BT testing service has still not shown any issues with the service.

Now this does not mean there is not a fault, but the only step we have left is to escalate this issue with BT.

I must make you aware before we do this, that if BT further investigate and confirm that there is no fault, or that the issue is being caused by anything at your side, then they charge a failed fault check fee to you, which starts at £46.00 +VAT.

Please let us know if you would like this escalating further.



To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 7:40pm, Thursday 1st June 2006
What are you guys playing at one minute you want to send around a BT engineer the next you are saying there is nothing wrong who are you trying to convince me or yourselves you have 48 hours to define a plan of action if after this time there is NO plan i will be terminating my contract under the grounds of breach of contract( failure to provide goods or services. Please note below my perferctly functioning loss of synch events as captured by my router

Sat, 2006-05-20 12:05:32 - LCP is allowed to come up.
Sat, 2006-05-20 12:05:39 - Loss of synchronization :105
Sat, 2006-05-20 12:06:33 - Initialize LCP.
Sat, 2006-05-20 12:06:33 - LCP is allowed to come up.
Sat, 2006-05-20 12:06:36 - CHAP authentication success
Sat, 2006-05-20 12:55:40 - Loss of synchronization :106
Mon, 2006-05-22 03:03:28 - Loss of synchronization :107
Mon, 2006-05-22 03:04:11 - LCP down.
Mon, 2006-05-22 03:04:35 - Initialize LCP.
Mon, 2006-05-22 03:04:35 - LCP is allowed to come up.
Mon, 2006-05-22 03:04:58 - Loss of synchronization :108
Mon, 2006-05-22 03:05:35 - Initialize LCP.
Mon, 2006-05-22 03:05:36 - LCP is allowed to come up.
Mon, 2006-05-22 03:05:39 - CHAP authentication success
Wed, 2006-05-24 20:19:49 - LCP down.
Wed, 2006-05-24 20:21:01 - Initialize LCP.
Wed, 2006-05-24 20:21:01 - LCP is allowed to come up.
Wed, 2006-05-24 20:21:16 - Loss of synchronization :109
Wed, 2006-05-24 20:22:01 - Initialize LCP.
Wed, 2006-05-24 20:22:01 - LCP is allowed to come up.
Wed, 2006-05-24 20:23:02 - Initialize LCP.
Wed, 2006-05-24 20:23:02 - LCP is allowed to come up.
Wed, 2006-05-24 20:23:09 - CHAP authentication success
Wed, 2006-05-24 22:53:51 - Loss of synchronization :110
Thu, 2006-05-25 00:04:22 - Loss of synchronization :111
Tue, 2006-05-30 19:11:12 - Loss of synchronization :112
Tue, 2006-05-30 19:11:42 - Loss of synchronization :113
Tue, 2006-05-30 19:19:13 - Loss of synchronization :114
Tue, 2006-05-30 19:30:05 - LCP down.
Tue, 2006-05-30 19:31:02 - Initialize LCP.
Tue, 2006-05-30 19:31:02 - LCP is allowed to come up.
Tue, 2006-05-30 19:31:13 - Loss of synchronization :115
Tue, 2006-05-30 19:32:02 - Initialize LCP.
Tue, 2006-05-30 19:32:03 - LCP is allowed to come up.
Tue, 2006-05-30 19:32:06 - CHAP authentication success
Tue, 2006-05-30 19:46:36 - LCP down.
Tue, 2006-05-30 19:46:40 - Initialize LCP.
Tue, 2006-05-30 19:46:41 - LCP is allowed to come up.
Tue, 2006-05-30 19:46:43 - Loss of synchronization :116
Tue, 2006-05-30 19:46:44 - CHAP authentication success
Tue, 2006-05-30 19:53:43 - Loss of synchronization :117
Tue, 2006-05-30 20:00:13 - Loss of synchronization :118
Tue, 2006-05-30 20:14:24 - LCP down.
Tue, 2006-05-30 20:14:40 - Initialize LCP.
Tue, 2006-05-30 20:14:41 - LCP is allowed to come up.
Tue, 2006-05-30 20:14:44 - Loss of synchronization :119
Tue, 2006-05-30 20:15:41 - Initialize LCP.
Tue, 2006-05-30 20:15:41 - LCP is allowed to come up.
Tue, 2006-05-30 20:15:45 - CHAP authentication success
Tue, 2006-05-30 20:47:44 - LCP down.
Tue, 2006-05-30 20:48:38 - Initialize LCP.
Tue, 2006-05-30 20:48:39 - LCP is allowed to come up.
Tue, 2006-05-30 20:48:44 - Loss of synchronization :120
Tue, 2006-05-30 20:49:39 - Initialize LCP.
Tue, 2006-05-30 20:49:39 - LCP is allowed to come up.
Tue, 2006-05-30 20:49:43 - CHAP authentication success
Tue, 2006-05-30 20:49:44 - Loss of synchronization :121
Thu, 2006-06-01 01:32:13 - LCP down.
Thu, 2006-06-01 01:32:14 - Initialize LCP.
Thu, 2006-06-01 01:32:15 - LCP is allowed to come up.
Thu, 2006-06-01 01:32:18 - CHAP authentication success
Thu, 2006-06-01 01:32:19 - Loss of synchronization :122
Thu, 2006-06-01 01:51:49 - Loss of synchronization :123
Thu, 2006-06-01 01:56:49 - Loss of synchronization :124
Thu, 2006-06-01 02:00:28 - LCP down.
Thu, 2006-06-01 02:00:57 - Initialize LCP.
Thu, 2006-06-01 02:00:57 - LCP is allowed to come up.
Thu, 2006-06-01 02:01:19 - Loss of synchronization :125
Thu, 2006-06-01 02:01:57 - Initialize LCP.
Thu, 2006-06-01 02:01:57 - LCP is allowed to come up.
Thu, 2006-06-01 02:02:01 - CHAP authentication success
Thu, 2006-06-01 02:05:49 - Loss of synchronization :126
Thu, 2006-06-01 02:21:11 - LCP down.
Thu, 2006-06-01 02:21:12 - Initialize LCP.
Thu, 2006-06-01 02:21:12 - LCP is allowed to come up.
Thu, 2006-06-01 02:21:16 - CHAP authentication success
Thu, 2006-06-01 02:21:20 - Loss of synchronization :127
Thu, 2006-06-01 02:26:20 - Loss of synchronization :128
Thu, 2006-06-01 02:42:50 - Loss of synchronization :129
Thu, 2006-06-01 02:45:55 - LCP down.
Thu, 2006-06-01 02:45:59 - Initialize LCP.
Thu, 2006-06-01 02:45:59 - LCP is allowed to come up.
Thu, 2006-06-01 02:46:03 - CHAP authentication success
Thu, 2006-06-01 02:46:20 - Loss of synchronization :130
Thu, 2006-06-01 03:15:43 - LCP down.
Thu, 2006-06-01 03:15:44 - Initialize LCP.
Thu, 2006-06-01 03:15:44 - LCP is allowed to come up.
Thu, 2006-06-01 03:15:48 - CHAP authentication success
Thu, 2006-06-01 03:15:51 - Loss of synchronization :131
Thu, 2006-06-01 03:18:17 - LCP down.
Thu, 2006-06-01 03:18:19 - Initialize LCP.
Thu, 2006-06-01 03:18:19 - LCP is allowed to come up.
Thu, 2006-06-01 03:18:21 - Loss of synchronization :132
Thu, 2006-06-01 03:18:22 - CHAP authentication success
Thu, 2006-06-01 03:26:12 - LCP down.
Thu, 2006-06-01 03:27:04 - Initialize LCP.
Thu, 2006-06-01 03:27:04 - LCP is allowed to come up.
Thu, 2006-06-01 03:27:21 - Loss of synchronization :133
Thu, 2006-06-01 03:28:05 - Initialize LCP.
Thu, 2006-06-01 03:28:05 - LCP is allowed to come up.
Thu, 2006-06-01 03:28:09 - CHAP authentication success
Thu, 2006-06-01 03:56:58 - LCP down.
Thu, 2006-06-01 03:57:36 - Initialize LCP.
Thu, 2006-06-01 03:57:36 - LCP is allowed to come up.
Thu, 2006-06-01 03:57:52 - Loss of synchronization :134
Thu, 2006-06-01 03:58:37 - Initialize LCP.
Thu, 2006-06-01 03:58:37 - LCP is allowed to come up.
Thu, 2006-06-01 03:58:40 - CHAP authentication success
Thu, 2006-06-01 04:07:22 - Loss of synchronization :135
Thu, 2006-06-01 04:11:00 - LCP down.
Thu, 2006-06-01 04:12:24 - Initialize LCP.
Thu, 2006-06-01 04:12:25 - LCP is allowed to come up.
Thu, 2006-06-01 04:12:52 - Loss of synchronization :136
Thu, 2006-06-01 04:13:25 - Initialize LCP.
Thu, 2006-06-01 04:13:25 - LCP is allowed to come up.
Thu, 2006-06-01 04:13:29 - CHAP authentication success
Thu, 2006-06-01 04:27:52 - Loss of synchronization :137
Thu, 2006-06-01 04:29:22 - Loss of synchronization :138
Thu, 2006-06-01 04:52:58 - LCP down.
Thu, 2006-06-01 04:53:02 - Initialize LCP.
Thu, 2006-06-01 04:53:02 - LCP is allowed to come up.
Thu, 2006-06-01 04:53:06 - CHAP authentication success
Thu, 2006-06-01 04:53:23 - Loss of synchronization :139
Thu, 2006-06-01 04:57:23 - Loss of synchronization :140
Thu, 2006-06-01 05:02:06 - LCP down.
Thu, 2006-06-01 05:03:18 - Initialize LCP.
Thu, 2006-06-01 05:03:18 - LCP is allowed to come up.
Thu, 2006-06-01 05:03:23 - Loss of synchronization :141
Thu, 2006-06-01 05:04:18 - Initialize LCP.
Thu, 2006-06-01 05:04:19 - LCP is allowed to come up.
Thu, 2006-06-01 05:04:22 - CHAP authentication success
Thu, 2006-06-01 05:05:22 - LCP down.
Thu, 2006-06-01 05:06:01 - Initialize LCP.
Thu, 2006-06-01 05:06:01 - LCP is allowed to come up.
Thu, 2006-06-01 05:06:23 - Loss of synchronization :142
Thu, 2006-06-01 05:07:01 - Initialize LCP.
Thu, 2006-06-01 05:07:01 - LCP is allowed to come up.
Thu, 2006-06-01 05:07:05 - CHAP authentication success
Thu, 2006-06-01 05:09:53 - Loss of synchronization :143
Thu, 2006-06-01 05:13:45 - LCP down.
Thu, 2006-06-01 05:15:31 - Initialize LCP.
Thu, 2006-06-01 05:15:31 - LCP is allowed to come up.
Thu, 2006-06-01 05:15:53 - Loss of synchronization :144
Thu, 2006-06-01 05:16:32 - Initialize LCP.
Thu, 2006-06-01 05:16:32 - LCP is allowed to come up.
Thu, 2006-06-01 05:16:35 - CHAP authentication success
Thu, 2006-06-01 05:25:45 - LCP down.
Thu, 2006-06-01 05:28:38 - Initialize LCP.
Thu, 2006-06-01 05:28:38 - LCP is allowed to come up.
Thu, 2006-06-01 05:28:54 - Loss of synchronization :145
Thu, 2006-06-01 05:29:39 - Initialize LCP.
Thu, 2006-06-01 05:29:39 - LCP is allowed to come up.
Thu, 2006-06-01 05:29:43 - CHAP authentication success
Thu, 2006-06-01 05:39:52 - LCP down.
Thu, 2006-06-01 05:39:54 - Loss of synchronization :146
Thu, 2006-06-01 05:39:56 - Initialize LCP.
Thu, 2006-06-01 05:39:56 - LCP is allowed to come up.
Thu, 2006-06-01 05:39:59 - CHAP authentication success
Thu, 2006-06-01 05:42:54 - Loss of synchronization :147
Thu, 2006-06-01 05:44:24 - Loss of synchronization :148
Thu, 2006-06-01 05:47:54 - Loss of synchronization :149
Thu, 2006-06-01 05:51:24 - Loss of synchronization :150
Thu, 2006-06-01 05:54:24 - Loss of synchronization :151
Thu, 2006-06-01 05:59:54 - Loss of synchronization :152
Thu, 2006-06-01 06:01:29 - LCP down.
Thu, 2006-06-01 06:02:43 - Initialize LCP.
Thu, 2006-06-01 06:02:43 - LCP is allowed to come up.
Thu, 2006-06-01 06:02:54 - Loss of synchronization :153
Thu, 2006-06-01 06:03:43 - Initialize LCP.
Thu, 2006-06-01 06:03:43 - LCP is allowed to come up.
Thu, 2006-06-01 06:03:47 - CHAP authentication success
Thu, 2006-06-01 06:15:24 - Loss of synchronization :154
Thu, 2006-06-01 06:21:25 - Loss of synchronization :155
Thu, 2006-06-01 06:43:47 - LCP down.
Thu, 2006-06-01 06:44:09 - Initialize LCP.
Thu, 2006-06-01 06:44:09 - LCP is allowed to come up.
Thu, 2006-06-01 06:44:25 - Loss of synchronization :156
Thu, 2006-06-01 06:45:10 - Initialize LCP.
Thu, 2006-06-01 06:45:10 - LCP is allowed to come up.
Thu, 2006-06-01 06:45:22 - CHAP authentication success
Thu, 2006-06-01 06:45:25 - Loss of synchronization :157
Thu, 2006-06-01 07:04:02 - LCP down.
Thu, 2006-06-01 07:04:35 - Initialize LCP.
Thu, 2006-06-01 07:04:35 - LCP is allowed to come up.
Thu, 2006-06-01 07:04:55 - Loss of synchronization :158
Thu, 2006-06-01 07:05:36 - Initialize LCP.
Thu, 2006-06-01 07:05:36 - LCP is allowed to come up.
Thu, 2006-06-01 07:05:39 - CHAP authentication success
Thu, 2006-06-01 07:13:49 - LCP down.
Thu, 2006-06-01 07:14:01 - Initialize LCP.
Thu, 2006-06-01 07:14:01 - LCP is allowed to come up.
Thu, 2006-06-01 07:14:26 - Loss of synchronization :159
Thu, 2006-06-01 07:15:01 - Initialize LCP.
Thu, 2006-06-01 07:15:01 - LCP is allowed to come up.
Thu, 2006-06-01 07:15:05 - CHAP authentication success
Thu, 2006-06-01 07:20:26 - Loss of synchronization :160
Thu, 2006-06-01 07:22:15 - LCP down.
Thu, 2006-06-01 07:22:26 - Loss of synchronization :161
Thu, 2006-06-01 07:22:27 - Initialize LCP.
Thu, 2006-06-01 07:22:27 - LCP is allowed to come up.
Thu, 2006-06-01 07:23:28 - Initialize LCP.
Thu, 2006-06-01 07:23:28 - LCP is allowed to come up.
Thu, 2006-06-01 07:24:26 - Loss of synchronization :162
Thu, 2006-06-01 07:24:29 - Initialize LCP.
Thu, 2006-06-01 07:24:29 - LCP is allowed to come up.
Thu, 2006-06-01 07:24:32 - CHAP authentication success
Thu, 2006-06-01 07:30:26 - Loss of synchronization :163
Thu, 2006-06-01 07:35:02 - LCP down.
Thu, 2006-06-01 07:35:07 - Initialize LCP.
Thu, 2006-06-01 07:35:07 - LCP is allowed to come up.
Thu, 2006-06-01 07:35:10 - CHAP authentication success
Thu, 2006-06-01 07:35:26 - Loss of synchronization :164
Thu, 2006-06-01 07:35:50 - LCP down.
Thu, 2006-06-01 07:46:13 - Initialize LCP.
Thu, 2006-06-01 07:46:13 - LCP is allowed to come up.
Thu, 2006-06-01 07:46:16 - CHAP authentication success
Thu, 2006-06-01 07:46:26 - Loss of synchronization :165
Thu, 2006-06-01 07:48:26 - LCP down.
Thu, 2006-06-01 07:48:49 - Initialize LCP.
Thu, 2006-06-01 07:48:49 - LCP is allowed to come up.
Thu, 2006-06-01 07:48:56 - Loss of synchronization :166
Thu, 2006-06-01 07:49:49 - Initialize LCP.
Thu, 2006-06-01 07:49:50 - LCP is allowed to come up.
Thu, 2006-06-01 07:49:53 - CHAP authentication success
Thu, 2006-06-01 07:52:26 - Loss of synchronization :167
Thu, 2006-06-01 07:53:43 - LCP down.
Thu, 2006-06-01 07:53:44 - Initialize LCP.
Thu, 2006-06-01 07:53:44 - LCP is allowed to come up.
Thu, 2006-06-01 07:53:48 - CHAP authentication success
Thu, 2006-06-01 07:53:56 - Loss of synchronization :168
Thu, 2006-06-01 07:56:58 - LCP down.
Thu, 2006-06-01 07:56:59 - Initialize LCP.
Thu, 2006-06-01 07:56:59 - LCP is allowed to come up.
Thu, 2006-06-01 07:57:03 - CHAP authentication success
Thu, 2006-06-01 07:57:26 - Loss of synchronization :169
Thu, 2006-06-01 07:59:57 - Loss of synchronization :170
Thu, 2006-06-01 08:01:57 - Loss of synchronization :171
Thu, 2006-06-01 08:26:43 - LCP down.
Thu, 2006-06-01 08:46:16 - Initialize LCP.
Thu, 2006-06-01 08:46:16 - LCP is allowed to come up.
Thu, 2006-06-01 08:46:17 - CHAP authentication success
Thu, 2006-06-01 08:46:27 - Loss of synchronization :172
Thu, 2006-06-01 08:50:58 - Loss of synchronization :173
Thu, 2006-06-01 08:51:57 - LCP down.
Thu, 2006-06-01 08:52:01 - Initialize LCP.
Thu, 2006-06-01 08:52:02 - LCP is allowed to come up.
Thu, 2006-06-01 08:52:08 - CHAP authentication success
Thu, 2006-06-01 08:52:28 - Loss of synchronization :174
Thu, 2006-06-01 09:15:28 - Loss of synchronization :175
Thu, 2006-06-01 11:04:48 - LCP down.
Thu, 2006-06-01 11:05:33 - Initialize LCP.
Thu, 2006-06-01 11:05:33 - LCP is allowed to come up.
Thu, 2006-06-01 11:06:00 - Loss of synchronization :176
Thu, 2006-06-01 11:06:33 - Initialize LCP.
Thu, 2006-06-01 11:06:33 - LCP is allowed to come up.
Thu, 2006-06-01 11:06:37 - CHAP authentication success
Thu, 2006-06-01 14:12:57 - LCP down.
Thu, 2006-06-01 14:12:58 - Initialize LCP.
Thu, 2006-06-01 14:12:58 - LCP is allowed to come up.
Thu, 2006-06-01 14:13:02 - CHAP authentication success
Thu, 2006-06-01 14:13:04 - Loss of synchronization :177
Thu, 2006-06-01 18:05:39 - Loss of synchronization :178
Thu, 2006-06-01 18:13:39 - Loss of synchronization :179
Thu, 2006-06-01 18:25:09 - Loss of synchronization :180
Thu, 2006-06-01 18:25:12 - LCP down.
Thu, 2006-06-01 18:25:13 - Initialize LCP.
Thu, 2006-06-01 18:25:13 - LCP is allowed to come up.
Thu, 2006-06-01 18:25:17 - CHAP authentication success
Thu, 2006-06-01 18:27:57 - LCP down.
Thu, 2006-06-01 18:32:25 - Initialize LCP.
Thu, 2006-06-01 18:32:25 - LCP is allowed to come up.
Thu, 2006-06-01 18:32:39 - Loss of synchronization :181
Thu, 2006-06-01 18:33:26 - Initialize LCP.
Thu, 2006-06-01 18:33:26 - LCP is allowed to come up.
Thu, 2006-06-01 18:33:29 - CHAP authentication success
Thu, 2006-06-01 18:36:29 - LCP down.
Thu, 2006-06-01 18:36:30 - Initialize LCP.
Thu, 2006-06-01 18:36:31 - LCP is allowed to come up.
Thu, 2006-06-01 18:36:34 - CHAP authentication success
Thu, 2006-06-01 18:36:39 - Loss of synchronization :182
Thu, 2006-06-01 18:47:34 - LCP down.
Thu, 2006-06-01 18:48:58 - Initialize LCP.
Thu, 2006-06-01 18:48:58 - LCP is allowed to come up.
Thu, 2006-06-01 18:49:10 - Loss of synchronization :183
Thu, 2006-06-01 18:49:59 - Initialize LCP.
Thu, 2006-06-01 18:49:59 - LCP is allowed to come up.
Thu, 2006-06-01 18:50:02 - CHAP authentication success
Thu, 2006-06-01 18:51:12 - LCP down.
Thu, 2006-06-01 18:52:06 - Initialize LCP.
Thu, 2006-06-01 18:52:06 - LCP is allowed to come up.
Thu, 2006-06-01 18:52:10 - Loss of synchronization :184
Thu, 2006-06-01 18:53:07 - Initialize LCP.
Thu, 2006-06-01 18:53:07 - LCP is allowed to come up.
Thu, 2006-06-01 18:53:10 - CHAP authentication success
Thu, 2006-06-01 18:58:40 - Loss of synchronization :185
Thu, 2006-06-01 18:59:30 - LCP down.
Thu, 2006-06-01 19:00:38 - Initialize LCP.
Thu, 2006-06-01 19:00:39 - LCP is allowed to come up.
Thu, 2006-06-01 19:00:40 - Loss of synchronization :186
Thu, 2006-06-01 19:01:39 - Initialize LCP.
Thu, 2006-06-01 19:01:39 - LCP is allowed to come up.
Thu, 2006-06-01 19:01:43 - CHAP authentication success
Thu, 2006-06-01 19:22:12 - LCP down.
Thu, 2006-06-01 19:24:49 - Initialize LCP.
Thu, 2006-06-01 19:24:49 - LCP is allowed to come up.
Thu, 2006-06-01 19:25:10 - Loss of synchronization :187
Thu, 2006-06-01 19:25:49 - Initialize LCP.
Thu, 2006-06-01 19:25:49 - LCP is allowed to come up.
Thu, 2006-06-01 19:25:53 - CHAP authentication success


CSC Agent 9:03pm, Thursday 1st June 2006
**Internal**

EU called for update, can we please raise to BT and get the line tested. EU is available anytime, please contact EU on XXXXX.
EU has stated that he will contact Trading Standards if this is not resolved within 24 hours.
EU has stated the he wants an ESC agent to call him.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

BOT - DSL Logged Faults 12:04pm, Friday 2nd June 2006
[internal]

Session Domain Name dslaccess@plusdsl.ne
Session Start Time 02-Jun-2006 10:12:27 (Duration 01: 43: 36)

xDSL Status Check Analysis
OK.

Circuit Information
Circuit In Sync
Upstream xDSL Link Info
Loop Loss 38.5 dB
Cell Count 112
Downstream xDSL Link Info
Loop Loss 57.5 dB
Cell Count 230

Downstream xDSL Link Info
Loop Loss 57.5 dB
Margin 19 dB
Errored Seconds 0
HEC Errors 0
Cell Count 230
Speed 1152 k

No Fault Found.

Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

BOT - DSL Logged Faults 12:09pm, Friday 2nd June 2006
Dear Mr Mac Pherson,
I have further investigated your line but this has still not shown any issues with your service, and has shown you as being connected to the internet for just under 2 hours uninterrupted.

This does not mean there is not a fault, but if we escalate this back with BT and they confirm also that there is no fault, or that the issue is being caused by anything at your side then they will charge you for a failed fault check which starts at £46.00 +VAT.

Please let us know if you would like this escalating further.

Kind Regards,


To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 2:15pm, Friday 2nd June 2006
Are you guys deliberatley trying to rile me or something. since when was a customer responsible for loss of synchronisation !!!

I will be lodging this with trading standards tommorow as I said.

John

Edit (DT) Removed your phone number
64 REPLIES
N/A

Disgraceful Customer Service wait to you see this !!!

I feel your pain, I have been going through a similar fiasco with CS myself.
N/A

Disgraceful Customer Service wait to you see this !!!

Me too now 10 days and no reply to my ticket and its called what oh yeah i forgot help and support
N/A

Disgraceful Customer Service wait to you see this !!!

What?
:shock:
How many times do you need to request an escalation before you get one?

How many CS bods does it take to screw up a fault issue?

An appalling record of repeated failures, both within the teams resonsible for rectifying your issue, and within the team responsible for communicating issues and resolutions to you.

Noticed they avoided the question about termination costs too....
N/A

Disgraceful Customer Service wait to you see this !!!

I seem to have opened the floodgates with this one and that is good. So how about it Plus net whats your stance are faults being handled correctly Huh

John
pacem
Grafter
Posts: 175
Registered: 07-09-2007

Disgraceful Customer Service wait to you see this !!!

My downstream SNR has recently dropped to 10dB and I can hear faint wistles and hisses on the line. I am now dreading trying to get this resolved.

Paul.<><
Community Veteran
Posts: 38,209
Thanks: 906
Fixes: 54
Registered: 15-06-2007

Disgraceful Customer Service wait to you see this !!!

If you get those noises without adsl being connected ring 150 and report a voice line fault.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Disgraceful Customer Service wait to you see this !!!

He already has - there was a PSTN voice open prior to our raising an ADSL fault.
Community Veteran
Posts: 38,209
Thanks: 906
Fixes: 54
Registered: 15-06-2007

Disgraceful Customer Service wait to you see this !!!

James,
I was under the impression that you couldn't raise an ADSL fault with an open PSTN fault. Is that no longer the case or am I just plain wrong
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Disgraceful Customer Service wait to you see this !!!

Sorry, I wasn't clear.

Our initially raising of the ADSL fault was delayed owing to an open PSTN fault. Once this was closed, we were able to raise the ADSL fault.
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Re: Disgraceful Customer Service wait to you see this !!!

Hi,

Just to pick up on one other thing.

Quote
since when was a customer responsible for loss of synchronisation


The number of faults we see where the cause is something within the customers' control is quite high, especially loss of sync or intermittant sync/dropping connection problems.

We often see faults like this caused by incorrect setup internal wiring or faulty filters. If you haven't already, it's worth taking a look at

http://usertools.plus.net/tutorials/id/10

and

http://usertools.plus.net/tutorials/id/13

to see if anything there helps.
N/A

Disgraceful Customer Service wait to you see this !!!

To the OP

Quick point of note....

I'd remove your mobile number from the post, if I were you....you may be inundated with texts or even find it posted in local phoneboxes advertising "Special *ahem* Services".... lol
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Disgraceful Customer Service wait to you see this !!!

Quote
I feel your pain, I have been going through a similar fiasco with CS myself.


Hi,

Looking at your ticket one of my colleagues in the faults team looks to have this sorted for you now. Let us know how it goes.
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Disgraceful Customer Service wait to you see this !!!

Quote
Me too now 10 days and no reply to my ticket and its called what oh yeah i forgot help and support


Hi Michelle,

I'm sorry for the delay with this ticket, one of my colleagues in faults has done the remote testing and I've replied to the ticket for you.
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Disgraceful Customer Service wait to you see this !!!

Quote
I'd remove your mobile number from the post


As I'm here I've done it...