Is there anyway in which I can report a fault on my broadband ......
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Is there anyway in which I can report a fault on my broadband ......
09-03-2017 7:59 PM
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...... other than continue to hear about the exceptionally high call volumes, we'll answer your call as soon as possible etc? Is there an e-mail address I can log the fault at? Maybe a letter with a stamp on it is the only way, I really can't spend more time just listening to music interspersed with platitudes. The fault is dead simple to report - it's the same fault as was 'cured' 14 days ago and is now closed. The connection drops around 10 times day, the re-connection can be anything from 70Mbs to 20Mbs (FTTC)
Re: Is there anyway in which I can report a fault on my broadband ......
09-03-2017 8:09 PM
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Re: Is there anyway in which I can report a fault on my broadband ......
10-03-2017 10:02 AM
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I am also getting fed up of listening to this. All I want to do is book a BT engineer to come and change the master socket. I know I will need to pay and BT says talk to your ISP. IS there a simpler way of doing this rather than being told there is a 30minute wait and listening to mindless music...
Cheers Mike
Plusnet customer since 2002
Plusnet Mobile since 2017
Re: Is there anyway in which I can report a fault on my broadband ......
10-03-2017 10:29 AM
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Got through after 40 minutes....
Plusnet customer since 2002
Plusnet Mobile since 2017
Re: Is there anyway in which I can report a fault on my broadband ......
10-03-2017 11:21 AM
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The link Oldjim provided eventually let me report the fault (thanks, Oldjim) but I still can't see any link to the page in the My Account area. It seems you have to know the link. I was sceptical when I opened the page, it seemed like all it wanted to do was tell you how to suck eggs, but suddenly at the end it said it was reporting the fault. However, I would have expected an automated e-mail acknowledging the report and a little detail about what happens next. But no such email has arrived, nor a 'phone call to any of the numbers they asked for. Now I'm not convinced that the problem is logged 😞
The inabilityto ask a support question or log a fault via a ticketing system seems to be sadly lacking. I can't think of any other tech company that does not offer support via tickets. I guess that's the price for paying a lower price? Maybe Zen isn't so dear considering what you get, time to have another look at them.
Re: Is there anyway in which I can report a fault on my broadband ......
10-03-2017 11:34 AM
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Have you looked at the My Questions section?
Re: Is there anyway in which I can report a fault on my broadband ......
10-03-2017 11:34 AM
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it all starts with Help and Support and eventually you get to where my link took you
Re: Is there anyway in which I can report a fault on my broadband ......
10-03-2017 11:40 AM
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No. But, yes your link works. Where does it appear on a menu which should be the obvious place to find it?
Re: Is there anyway in which I can report a fault on my broadband ......
10-03-2017 11:49 AM
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Thanks again, Oldjim. I'd been to Help & Support yesterday but there was no obvious direct link there to report anything. I've been back again and found it, but it's very deeply hidden. From the Help page you must click Broadband then Broadband Issues and how to fix them. Only when you've gone through all the 'suck eggs' stuff and click on Check if you've fixed the problem does it then give a link to Broadband Troubleshooter at the end of which the fault gets logged. That is not user friendly!
Re: Is there anyway in which I can report a fault on my broadband ......
10-03-2017 11:50 AM - edited 10-03-2017 11:53 AM
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EDIT - you found it quicker than I could type but the reason for the convoluted route is to avoid dumping the problem onto Plusnet/BT when the problem is in your property and you could get charged for a callout
Help and Support at the top
then Broadband
then Troubleshooting Broadband Issues
then Broadband Problems and how to fix them
then after the checks - Check if you fixed the problem
gives a link to the Broadband Troubleshooter
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