Getting a bit miffed off with Disconnects and line caps! :( Fibre Extra customer.. 22 down 0.8 up :(
on - last edited on by
Mav
[CSA Removed] - CSC Analyst
12:11pm, Wednesday 1 Mar 2017
Thank you for getting back to us and I am sorry you are still having trouble with the connection. I have tried to call you today but unfortunately was not able to reach you.
In regards to capping the line, this is not something that we do. I can confirm that your product provides up to 80mbps download and up to 20mbps upload, we would not place any capping on the line to restrict a customer from achieving the best possible speed.
I believe that the engineer noticed that the line had become banded. This is a process where the exchange limits the speed to try and stabilise a connection when it is dropping. An engineer is then needed to repair the cause of the dropping connection and to complete a reset at the cabinet to remove the banding. Banding is not something that is applied by the service provider.
On retesting your connection today, I can see that whilst no banding is present the download speed is below estimate still at 18mbps and the upload speed is 1.1mbps. In order to determine why the fault is ongoing we would like to arrange a further engineer for further testing.
Please reply to this message with three available timeslots for an engineers visit. The available timeslots are weekdays either AM ( 8AM- 1PM) or PM (1PM-6PM).
If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer. This charge will also apply if you miss the appointment or you cancel without giving us two working days' notice.
Apologies again for the inconvenience caused by the fault experienced.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 if we can be of further assistance.
Kind regards,
[CSA Removed]
Your Response
11:46pm, Wednesday 1 Mar 2017
I categorically will not be liable for any costs arising from any issues with your line that I rent from you. My contract is with you and whilst you are owned by Bt it is up to you to liaise with Bt not for me to do this. My contract is solely with you. You have been paid for my 12 months line rental. You need to sort it out. Like I said. Call me onXXXXXX during business hours to talk to me if needs be
Thomas Nicholson - CSC Analyst
10:16am, Friday 3 Mar 2017
Testing. Results to follow shortly.
[CSA Removed] - CSC Analyst
10:19am, Friday 3 Mar 2017
| BT Estimates | WP Profile | CLT | TAM | NIC | ODC |
| 60-80 | 54 | Pass | Na | Na | Done |
[CSA Removed] - CSC Analyst
10:50am, Friday 3 Mar 2017
Thank you for contacting BTW. Validation has been successful. The session id for this chat is 290590657
[CSA Removed] (10:32:51):
Book a dummy appointment as per the KCI then change the MFL
Agent (10:33:59):
Sorry [CSA Removed], Our system doesn't allow us to change the MFL
Agent (10:34:16):
As it is as per the line test
[CSA Removed] (10:34:49):
Please pass this chat to a team leader
Agent (10:35:14):
As I have performed a line test I can see that the line test is failing LN , so a non appointed task will be raised.
[CSA Removed] (10:36:07):
Thank you
Agent (10:36:31):
Still do you want me to pass this chat to my team leader?
[CSA Removed] (10:37:26):
No, if you have raised an LN task and will be progressing this internally that is what I wanted.
[CSA Removed]- CSC Analyst
10:51am, Friday 3 Mar 2017
I have re-raised this fault back to our suppliers for them to investigate further. At this time they will conduct further testing, then they will get back to us in the next 24-72 hours with an update. At this time no engineer is needed at your property but if this changes we will let you know as soon as we can.
Thank you for your patience in this matter.
[CSA Removed]- CSC Analyst
10:52am, Friday 3 Mar 2017
This Question is now on hold until Saturday 4th March at 9:00am.
Script User - Automated Script Pool
9:05am, Saturday 4 Mar 2017
Your Response
9:38pm, Tuesday 7 Mar 2017
[CSA Removed] - CSC Analyst
7:53am, Saturday 11 Mar 2017
Testing. Results to follow shortly.
[CSA Removed] - CSC Analyst
7:54am, Saturday 11 Mar 2017
[CSA Removed] - CSC Analyst
9:01am, Saturday 11 Mar 2017
| BT Estimates | WP Profile | CLT | TAM | NIC | ODC |
| 60 - 80 | 31400 | Pass | N/A | Pass | Complete |
[CSA Removed] - CSC Analyst
9:02am, Saturday 11 Mar 2017
Thanks for your patience. I tried to call today but there was no answer.
I firstly apologise for the issues with your service. To progress your fault, we need to arrange a engineer visit due to intermittent connectivity.
Please ensure you have already plugged your router into the test socket with an alternate microfilter & (if you can) router, with no other devices connected to your phone line.
If you are still experiencing issues after this, please reply to this message with 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm. Before we book an engineer to investigate and try to fix your issue, I need to make you aware of the following information, and you must accept before we proceed.
If the engineer finds the fault to be with one of the checks we have asked you to do, you miss the appointment, or you cancel the appointment within 48 hours of the engineer visit time, we will add a one off fee of £65 to your bill. This charge will appear within 90 days of the engineer visiting your property, and the engineer will demonstrate to you where the problem exists.
We are very stringent when accepting and passing on these charges, and protecting both you and us from paying a charge.
So that we may book an engineer, do you accept the possibility of a charge to your account?
Kind regards,
[CSA Removed]
[Sms Message: Plusnet: To progress your fault, we need to arrange an engineer visit. Please reply to this message with 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm. Please ensure you have completed the checks and agreed to the potential charge.]
Your Response
9:06am, Saturday 11 Mar 2017
An engineer has already been round and checked and verified all my equipment is fine.
If you need to do that again then I absolutely refuse to cover any charges. As of right now I will be cancelling my direct debit if plus net do not perform in a more congruent way. You can see the engineers notes on this thread and it's already confirmed that there are no internal wiring faults.
There is noise on the line and that's not my problem. I bet it's a port issue in the cabinet
Script User - Automated Script Pool
12:02pm, Saturday 11 Mar 2017
The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker.
[CSA Removed] - CSC Analyst
9:16am, Monday 13 Mar 2017
[INTERNAL]
Moving ticket to correct pool.
[CSA Removed] - CSC Analyst
9:17am, Monday 13 Mar 2017
Testing. Results to follow shortly.
[CSA Removed] - CSC Analyst
9:24am, Monday 13 Mar 2017
| WP Profile | CLT |
| 31400 | NFF in SI |
[CSA Removed] - CSC Analyst
10:48am, Monday 13 Mar 2017
Thank you for getting back to us.
I've retested the line and a potential external fault has been found, this is under investigation.
However if this is cleared and the connection is still faulty than an appointment will be needed, and the potential charge will have to be accepted before we can continue the investigation.
Please do not hesitate to get back in touch online at http://portal.plus.net/wizard or by phone on 0800 432 0200 if we can be of further assistance.
Kind regards,
[CSA Removed]
[Sms Message: Plusnet: Thank you for getting back to us.
I've retested the line and a potential external fault has been found, this is under investigation.
However if this is cleared and the connection is still faulty than an appointment will be needed, and the potential charge will have to be accepted before we can continue.]
[CSA Removed] - CSC Analyst
10:48am, Monday 13 Mar 2017
Your Response
10:51am, Monday 13 Mar 2017
(Received via text message) Get stood on
[CSA Removed] - CSC Analyst
3:16pm, Thursday 16 Mar 2017
Testing. Results to follow shortly.
[CSA Removed] - CSC Analyst
3:17pm, Thursday 16 Mar 2017
[CSA Removed] - CSC Analyst
3:21pm, Thursday 16 Mar 2017
Thanks for your time on the phone, as discussed,
To progress your fault, we need to arrange an engineer visit. Please reply to this message with ideally 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm.
I also need you to be aware of and agree to the following statement to allow me to book the appointment:
"we need an engineer to visit your property to test the line. If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer. This charge will also apply if you miss the appointment or you cancel without giving us 2 working days’ notice.
This charge will apply at all times when we’re working on the fault and you’ll need to accept this statement again if the issue is closed and then re-opened.
Do you have any questions?
Do you accept the possibility of a charge to your account? "
Please confirm that you agree to the above statement and your availability for a visit. Time slots are 0800-1300 and 1300-1800 Monday to Friday.
Please accept our apologies for any inconvenience caused.
Kind regards,
[CSA Removed]
[Sms Message: Plusnet: We have replied to your ticket, you can view this online at http://portal.plus.net/wizard. Alternatively you can call us on 0800 432 0200 for an update.]
[CSA Removed] - CSC Analyst
3:21pm, Thursday 16 Mar 2017
Thanks for your time on the phone, as discussed,
To progress your fault, we need to arrange an engineer visit. Please reply to this message with ideally 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm.
I also need you to be aware of and agree to the following statement to allow me to book the appointment:
"we need an engineer to visit your property to test the line. If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer. This charge will also apply if you miss the appointment or you cancel without giving us 2 working days’ notice.
This charge will apply at all times when we’re working on the fault and you’ll need to accept this statement again if the issue is closed and then re-opened.
Do you have any questions?
Do you accept the possibility of a charge to your account? "
Please confirm that you agree to the above statement and your availability for a visit. Time slots are 0800-1300 and 1300-1800 Monday to Friday.
Please accept our apologies for any inconvenience caused.
Kind regards,
[CSA Removed]
[Sms Message: Plusnet: We have replied to your ticket, you can view this online at http://portal.plus.net/wizard. Alternatively you can call us on 0800 432 0200 for an update.]
XXXXXXXXXX
It just seems after an engineer coming round and saying everything is fine, then a seperate open reach network issue cropping up they still want to sting me for a £125 or £65 admin fee for someone to fix it! I'm almost certain after a physical and wiring check that the wiring that I am responsible for is in perfect condition!
Any help? I'm pulling my hair out 
Moderator's note by Mike (Mav): CSA names removed as per Forum rules.
on - last edited on by
Mav
Script User - Automated Script Pool
12:02pm, Saturday 11 Mar 2017
The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker.
[CSA Removed] - CSC Analyst
9:16am, Monday 13 Mar 2017
[INTERNAL]
Moving ticket to correct pool.
[CSA Removed] - CSC Analyst
9:17am, Monday 13 Mar 2017
Testing. Results to follow shortly.
[CSA Removed] - CSC Analyst
9:24am, Monday 13 Mar 2017
| WP Profile | CLT |
| 31400 | NFF in SI |
[CSA Removed] - CSC Analyst
10:48am, Monday 13 Mar 2017
Thank you for getting back to us.
I've retested the line and a potential external fault has been found, this is under investigation.
However if this is cleared and the connection is still faulty than an appointment will be needed, and the potential charge will have to be accepted before we can continue the investigation.
Please do not hesitate to get back in touch online at http://portal.plus.net/wizard or by phone on 0800 432 0200 if we can be of further assistance.
Kind regards,
[CSA Removed]
[Sms Message: Plusnet: Thank you for getting back to us.
I've retested the line and a potential external fault has been found, this is under investigation.
However if this is cleared and the connection is still faulty than an appointment will be needed, and the potential charge will have to be accepted before we can continue.]
[CSA Removed] - CSC Analyst
10:48am, Monday 13 Mar 2017
Your Response
10:51am, Monday 13 Mar 2017
(Received via text message) Get stood on
[CSA Removed] - CSC Analyst
3:16pm, Thursday 16 Mar 2017
Testing. Results to follow shortly.
[CSA Removed] - CSC Analyst
3:17pm, Thursday 16 Mar 2017
[CSA Removed] - CSC Analyst
3:21pm, Thursday 16 Mar 2017
Thanks for your time on the phone, as discussed,
To progress your fault, we need to arrange an engineer visit. Please reply to this message with ideally 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm.
I also need you to be aware of and agree to the following statement to allow me to book the appointment:
"we need an engineer to visit your property to test the line. If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer. This charge will also apply if you miss the appointment or you cancel without giving us 2 working days’ notice.
This charge will apply at all times when we’re working on the fault and you’ll need to accept this statement again if the issue is closed and then re-opened.
Do you have any questions?
Do you accept the possibility of a charge to your account? "
Please confirm that you agree to the above statement and your availability for a visit. Time slots are 0800-1300 and 1300-1800 Monday to Friday.
Please accept our apologies for any inconvenience caused.
Kind regards,
[CSA Removed]
[Sms Message: Plusnet: We have replied to your ticket, you can view this online at http://portal.plus.net/wizard. Alternatively you can call us on 0800 432 0200 for an update.]
[CSA Removed] - CSC Analyst
3:21pm, Thursday 16 Mar 2017
Thanks for your time on the phone, as discussed,
To progress your fault, we need to arrange an engineer visit. Please reply to this message with ideally 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm.
I also need you to be aware of and agree to the following statement to allow me to book the appointment:
"we need an engineer to visit your property to test the line. If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer. This charge will also apply if you miss the appointment or you cancel without giving us 2 working days’ notice.
This charge will apply at all times when we’re working on the fault and you’ll need to accept this statement again if the issue is closed and then re-opened.
Do you have any questions?
Do you accept the possibility of a charge to your account? "
Please confirm that you agree to the above statement and your availability for a visit. Time slots are 0800-1300 and 1300-1800 Monday to Friday.
Please accept our apologies for any inconvenience caused.
Kind regards,
[CSA Removed]
[Sms Message: Plusnet: We have replied to your ticket, you can view this online at http://portal.plus.net/wizard. Alternatively you can call us on 0800 432 0200 for an update.]
XXXXXXXXXX
It just seems after an engineer coming round and saying everything is fine, then a seperate open reach network issue cropping up they still want to sting me for a £125 or £65 admin fee for someone to fix it! I'm almost certain after a physical and wiring check that the wiring that I am responsible for is in perfect condition!
Any help? I'm pulling my hair out 
Moderator's note by Mike (Mav): CSA names removed as per Forum rules.
