Explanation in layman's terms

[#1]

Have reported slow speed on my line, wish to have an explanation in plain English as to what the below means 

Your Response

10:31pm, Wednesday 16 Jun 2021

Broadband Troubleshooter started

Now you've confirmed your contact details and telephone number your broadband is supplied on, we need to ask you some questions about your problem.

We'll save your answers for 14 days, so you can come back if you don't have time to answer everything now.

System User

10:39pm, Wednesday 16 Jun 2021

[Internal]
 
- Fault start date was added and set to 16-06-2021
- Service affected was added and set to Broadband
- Fault symptom was added and set to Authentication
- Engineer visit was added and set to No

System User

10:39pm, Wednesday 16 Jun 2021

Your support request has been escalated to the correct team for review.

Your Response

10:39pm, Wednesday 16 Jun 2021

Right to Leave START is performed, following are the details
Reason Code: Log Speed Fault
Right to Leave Start Date: 16-06-2021
Right to Leave End Date: 16-07-2021

System User

10:40pm, Wednesday 16 Jun 2021

Thanks for reporting your broadband problem

Our tests have found a fault with your broadband service.

You've given us all the information we need about your problem, we'll raise this to our supplier for investigation.

A Ticket has been raised to our Faults Team to monitor the problem and we'll be in touch when we have an update for you. In the meantime:

1. Leave your equipment plugged in and powered up.
2. Make sure you've given us a contact number we can reach you on (we'll keep you updated about your problem by text message).

If there's any change to the problem you're having please get in touch with us.

Your Response

10:40pm, Wednesday 16 Jun 2021

Your support request has been escalated to the correct team for review.

System User

10:40pm, Wednesday 16 Jun 2021

Your support request has been escalated to the correct team for review.

Your Response

10:40pm, Wednesday 16 Jun 2021

The next action on your Contact Us Ticket is due on Saturday 19th June at 10:00pm. This ticket will remain open with the CSC - FTTC Faults - Auth until this time.

Script User - Automated Script Pool

2:15am, Thursday 17 Jun 2021

Your fault Ticket has now been taken off hold.

This has now been forwarded to the relevant support team. We will carry on investigating your problem and your open fault will be updated as soon as more information is available.



[INTERNAL]

Ticket now off hold. Please action.

Script User - Automated Script Pool

2:15am, Thursday 17 Jun 2021

The Question 215284051 has been released from hold and sent back to CSC - FTTC Faults - Auth

[CSA Removed]- CSC - CS Escalations

11:12am, Thursday 17 Jun 2021

Kind regards,

[CSA Removed]

Your Response

2:11pm, Thursday 17 Jun 2021

BT Performance Test taken last night attached

Moderators Note: CSA name removed as per Forum rules

[#2]

@Intcomp 

My reading:

1. You reported a fault as your speed is low on the 16th June.

2. Plusnet tests have confirmed that you have a fault and has passed it to the appropriate team for investigation. They will let you know if there is any progress on fixing it.

3. If the fault fixes itself let Plusnet know.

4. If they can't fix it by the 16th July then you can cancel your Plusnet contract without incurring any cancellation charges.

5. You sent them an additional speed test result yesterday.

[#3]

@Intcomp  @Baldrick1  Although the OP indicated a speed fault Plusnet seem to have logged it as an Authentication problem 

- Fault symptom was added and set to Authentication

That doesn't look right to me.

[#4]

Good morning @Intcomp

I'm not sure if you're aware, as the notes on the account do not make it clear, however our Technical Support Team have now identified an issue with your phone line, which has now been raised to our suppliers. The update has been sent to you via Email if you'd like to have a look.