BT Service Information Page
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BT Service Information Page
08-10-2016 11:29 AM
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Yesterday I lost internet and everything redirects to the BT Service Information Page. Plustnet fobbed me off by claiming there were no status issues and it must be down to my router, but I connected the BT fibre modem directly to my PC and have the same issue. I have reset both the modem and router, to no avail. To me this suggests either a modem problem or something down the line. Can't be the router (ASUS RT-N66u) as problem persists without it.
Any ideas?
Re: BT Service Information Page
08-10-2016 12:21 PM
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Try altering the DNS settings in router to Google's:
8.8.8.8
8.8.4.4
Re: BT Service Information Page
08-10-2016 12:27 PM
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thanks. Changed them too. No improvement.
On another note, anyone know how to raise a ticket? Online refers to chat and phone only, while Support (for want of a better word) told my wife she had to raise one online. Seems a bit circular, to me
Re: BT Service Information Page
08-10-2016 12:56 PM - edited 08-10-2016 12:56 PM
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To be is to do - Kant
do be do be do - Sinatra
Re: BT Service Information Page
08-10-2016 1:00 PM
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It still brings me to online chat or phone support. Nowhere to log a ticket
Re: BT Service Information Page
08-10-2016 1:16 PM
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you need to raise a Fault with PN first then it opens a ticket
PN help and support page just goes round in circles
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
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Re: BT Service Information Page
08-10-2016 1:19 PM
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it's the raising bit that's got me stumped. All options point ,me towards Chat or Call, but when I actually speak to someone they tell me to raise a ticket in the Member's Centre, which they are not trained on. But the Member's Centre points me to the Chat /call options. Rinse, repeat
Re: BT Service Information Page
08-10-2016 1:42 PM - edited 08-10-2016 1:46 PM
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I have found it i think ? took some time , Log into your member center / help and support / help assistant /
You should then be here https://www.plus.net/wizard/index.html
Hold on try here https://portal.plus.net/apps/kbdfaults
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: BT Service Information Page
08-10-2016 1:45 PM - edited 08-10-2016 7:12 PM
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Alternatively, try this page: https://www.plus.net/home-broadband/contact/ and click on "Contact Customer Services". Ignore the "Instant Answers" bit, click on "Broadband" and follow through. This will raise a "Question" which will get looked at by a human.
Forget that, They've disabled that facility sometime in the last few weeks.
Re: BT Service Information Page
08-10-2016 2:56 PM
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@bobminors wrote:
This will raise a "Question" which will get looked at by a human.
But it will probably take 5 days (or more).
M
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.
Re: BT Service Information Page
08-10-2016 3:40 PM
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@MauriceC wrote:
But it will probably take 5 days (or more).
Possibly, though it might be quicker. You never know, it might be as soon as Monday.
Worth trying if the troubleshooter doesn't get quick results, though.
Re: BT Service Information Page
08-10-2016 6:57 PM - edited 08-10-2016 6:58 PM
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I believe the ability to raise a ticket (at https://www.plus.net/home-broadband/contact/)
which used to appear when you clicked "My question isn't listed" is now gone-
just offers phone PN or use CHAT.
Re: BT Service Information Page
08-10-2016 7:16 PM - edited 08-10-2016 7:23 PM
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@Gel wrote:
I believe the ability to raise a ticket (at https://www.plus.net/home-broadband/contact/)
which used to appear when you clicked "My question isn't listed" is now gone-
You're right. I've just tried it and they've hobbled it sometime in the last few weeks. It's almost as if they don't want to know about problems ...
Question is, how do we now raise a question to ask how to raise a question?
Re: BT Service Information Page
09-10-2016 12:07 AM
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Sorry to hear you're experiencing connection problems. If you private message me with your username I will investigate this for you.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: BT Service Information Page
09-10-2016 9:11 AM
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Thanks all for your replies. Managed to get it done in the end after waiting for 65 minutes on hold. Even Support were surprised that the option to raise a ticket had vanished, as they were not aware and are advising people to raise one when called. Seems a bit of training is in order, Plusnet.
So in summary, the only way to get support is by chat or phone. Both options require a lot of patience
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