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Fault has returned!

Community Veteran
Posts: 1,295
Thanks: 31
Fixes: 4
Registered: ‎22-06-2012

Fault has returned!

My fault, supposedly fixed on Tuesday, has returned overnight with disconnections & now my speeds are only 2 down & up. I've run the required tests so I would appreciate a speedy response to get this fixed once & for all. I can take an engineer visit at any time. Thanks as always for your help & cooperation.

7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 645
Thanks: 173
Fixes: 26
Registered: ‎11-01-2018

Re: Fault has returned!

 

Hi and thanks for getting in touch.

 

I can see that you have contacted one of my colleagues via our telephone support channels and that they've updated your fault ticket here: https://www.plus.net/wizard/?p=view_question&id=177620332

 

Best wishes,

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
Community Veteran
Posts: 1,295
Thanks: 31
Fixes: 4
Registered: ‎22-06-2012

Re: Fault has returned!

I hope that the faults team hurries up because I doubt that my internet will survive much longer. It's worse now than it was last week. Obviously the fix on the line on the pole has failed again!

Community Veteran
Posts: 1,295
Thanks: 31
Fixes: 4
Registered: ‎22-06-2012

Re: Fault has returned!

Since Friday my connection does seem to have stabilised. I've heard no more from your faults team. Is it possible to receive an update as to the present situation? Thanks.

Community Veteran
Posts: 1,295
Thanks: 31
Fixes: 4
Registered: ‎22-06-2012

Re: Fault has returned!

I spoke too soon! It's playing up again, maybe it's the heat affecting the dodgy cable from the pole to the property which was supposedly fixed last week.

Plusnet Help Team
Plusnet Help Team
Posts: 10,054
Thanks: 3,181
Fixes: 506
Registered: ‎21-04-2017

Re: Fault has returned!

Sorry to hear you're still having issues.

From what I can see your line has been stable for over 2 days at 39.5mbps.

Are you seeing the recent drops over a wireless or wired connection?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 1,295
Thanks: 31
Fixes: 4
Registered: ‎22-06-2012

Re: Fault has returned!

Thanks for your responses. I don't understand how a fault can be automatically closed after 5 days when on Friday your faults team agreed that the fault had returned, as you can see from your attached graph.

 

However, I do appreciate your response & I will continue to monitor the situation. Many thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 10,054
Thanks: 3,181
Fixes: 506
Registered: ‎21-04-2017

Re: Fault has returned!

No worries. Unfortunately the adviser you spoke to on Friday didn't reject the clear on the fault report with our suppliers which meant that they weren't aware the problem wasn't resolved. That said the main thing is that your ticket is still open with us, we can easily raise a new fault with our suppliers if needed. Keep us posted and hopefully your connection/speed remains stable!

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team