3 BTOR engineers, 19 days down, poor customer service!
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: 3 BTOR engineers, 19 days down, poor customer ...
3 BTOR engineers, 19 days down, poor customer service!
06-10-2014 1:21 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I was originally posting on the following thread http://community.plus.net/forum/index.php/topic,131956.0.html after noticing similar symptoms as my own, unfortunately I seem to be the only one who has not had this resolved.
I joined Plusnet in March and had an excellent connection up until this problem. Now I've had absolutely no fibre service since the outage of September 17th and it doesn't seem like anybody has an idea of what has happened or how to resolve this. The line is in Sync and there seems to be no fault that can be identified by Plusnet. I'm not getting any connection whatsoever, to either my login account or the bt_test account, either through my router or direct pppoe connect through windows. The windows pc displaying an error message 651.
After trying multiple routers, a borrowed openreach modem and numerous reboots, an openreach engineer attended. The first and second visit by an open reach engineer essentially either blamed my lack of official hardware, (I never had a Plusnet router and use an Asus RT-N66U) or dismissing the fault back to Plusnet as an "authentication issue". I since had a boost engineer attend who was also unable to identify the fault. He used his own modem/router to attempt connection which also failed. After 3 hours of disappearing to the exchange and running more tests, he left stating "it's a plusnet fault and the line is working fine" despite not being able to connect himself.
The boost engineer visited Friday and I understand that you are still waiting for the notes. I'm expecting a call back but considering I've had to chase everything involved with this fault, I'm not too confident this will be today. I understand that this may be open reach passing the buck but as I'm paying you for the service, I expect Plusnet to do a little more leg work and actually communicate with BT to get this resolved.
I've had 3 mornings off work and lost income which is internet dependent. If I do not have a good idea of what is wrong by Wednesday I'm looking at another week without fibre, as there isn't much you seem to be able do at the weekend.
Essentially you are not fulfilling your side of the contract and I'm getting the impression that this situation isn't being taken seriously.
Re: 3 BTOR engineers, 19 days down, poor customer service!
06-10-2014 1:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If you can, plug the PC directly in to an OpenReach modem and run a wireshare capture whilst trying to use a direct PPPoE connection, chances are you will see no returning traffic from the authentication phase.
Cheers,
A.
Re: 3 BTOR engineers, 19 days down, poor customer service!
06-10-2014 1:49 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I understand that, but surely you should had a way of causing a fuse and making this happen. I've only ever received one call back from you and have had to fight this every step of the way. Basically I don't feel supported in the slightest.
Re: 3 BTOR engineers, 19 days down, poor customer service!
06-10-2014 3:28 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've been reading through your ticket history trying to get an understanding of the nature of the problem. It also looks like one of our faults guys has taken personal ownership to try to get it sorted. I'll work with him and we will hopefully get this sorted for you sooner rather than later.
Tony
Re: 3 BTOR engineers, 19 days down, poor customer service!
06-10-2014 5:22 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Looking forward to hearing from someone soon.
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 9:40 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I hope that a distinct thread brings the focus this issue requires. It is somewhat unfortunate that when "hanging on to" someone else's thread, the "me too" passenger's issue can get lost. I recall on 24th Sept Dan H suggested that your issue was not related to the stale session issues being experienced by the other user(s).
It will be good to understand what is wrong here and how your set up got into this state post the MSO.
Kevin
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.
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 11:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@plusnettony - I'm still yet to receive any update
Call backs are definitely not a Plusnet strong point. Friday I was told I'd get a call on Saturday, Saturday (after calling myself) I was told I'd get a call Monday morning, Monday 13:00 (after calling myself) I was told I'd get a call that afternoon.
This is what I mean by lack of support. A call back just to provide an update of any kind is better than nothing.
Can I ask who is personally addressing my concerns? That way I can ring them directly rather than having the same conversation with a different person every time I call.
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 2:05 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've given the person looking after your fault a friendly nudge to make sure you get a response today.
Quote Can I ask who is personally addressing my concerns? That way I can ring them directly rather than having the same conversation with a different person every time I call.
I totally understand why you might prefer a single point of contact, we can't strictly offer this, however we'll do our best to try and keep updates proactive and between yourself and faults team member we've mentioned. If this isn't something they're able to do I'll happily volunteer myself for that part.
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 2:45 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm not sure what was in the last BTOR engineer notes but he couldn't get a connection with his hub/router and login details. How is this password change going to help?
I've replied to Dwaynes answer in the message centre but could you ensure that he progresses this on to the next stage. Once again we are no closer to a solution.
Thank you.
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 3:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Matt
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 3:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I really hope that this gets sorted for you sooner rather than later.
Matty
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 3:57 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
This is my first experience being between an ISP and BT Wholesale and it’s terribly dysfunctional. I know it’s not entirely your fault but as I stated before, I pay you, not them.
Please continue to chase this with them and hopefully this will be resolved sooner rather than later.
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 5:20 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
We'll make sure we do that as much as possible for you.
Matty
Re: 3 BTOR engineers, 19 days down, poor customer service!
07-10-2014 6:07 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: 3 BTOR engineers, 19 days down, poor customer service!
08-10-2014 7:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm happy that I'm back online but livid this could have been resolved so much quicker. I just hope that this becomes a common knowledge and saves the headache I've had to deal with during the last 3 weeks.
If I wouldn't have chased this today and had this person on the phone, I would still be without service.
Many thanks to Reece and all those who contributed online. Now if you would excuse me, I've got some Netflix to catch up on.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: 3 BTOR engineers, 19 days down, poor customer ...