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No Broadband - How Long To Respond After Reporting Fault?
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No Broadband - How Long To Respond After Reporting Fault?
02-04-2015 9:09 AM
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Hello
Our broadband service stopped working last Saturday, Telephone is fine.
We completed all the basic tests and tried another 2 router's without success. The fault was reported at lunch time last Sunday, all we've seen on the ticket is the automated responses that appeared within 1 hour and nothing since.
The ticket says 'awaiting action', to hear nothing in 4 day's is abysmal.
We're seriously regretting the move from Virgin.
Our broadband service stopped working last Saturday, Telephone is fine.
We completed all the basic tests and tried another 2 router's without success. The fault was reported at lunch time last Sunday, all we've seen on the ticket is the automated responses that appeared within 1 hour and nothing since.
The ticket says 'awaiting action', to hear nothing in 4 day's is abysmal.
We're seriously regretting the move from Virgin.
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Re: No Broadband - How Long To Respond After Reporting Fault?
02-04-2015 9:25 AM
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I think the Ticket system is broken.
From the Forum seems to me the phone is the best way to communicate with Plusnet, but reports say takes a while to answer you.
From the Forum seems to me the phone is the best way to communicate with Plusnet, but reports say takes a while to answer you.
http://www.thinkbroadband.com/speedtest/button/1476198475230638155-mini.png
Message 2 of 9
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Re: No Broadband - How Long To Respond After Reporting Fault?
02-04-2015 2:59 PM
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Thanks.
I would give them a ring but they say it's working and they couldn't find a fault.
They must've done something as we haven't touched anything in 4 days and have been checking it every few hours to see if it's working.
I would give them a ring but they say it's working and they couldn't find a fault.
They must've done something as we haven't touched anything in 4 days and have been checking it every few hours to see if it's working.
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Re: No Broadband - How Long To Respond After Reporting Fault?
02-04-2015 3:04 PM
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Nothappy have you got another modem/router you can test with ?
what have you currently got ? 2 separate boxes ? what lights are on each box ?
I would advise (if you have the isp supplied kit) turning off the PlusNet router and the openreach modem for at least an hour then power back up again (openreach first then plusnet box when powering back up)
what have you currently got ? 2 separate boxes ? what lights are on each box ?
I would advise (if you have the isp supplied kit) turning off the PlusNet router and the openreach modem for at least an hour then power back up again (openreach first then plusnet box when powering back up)
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Re: No Broadband - How Long To Respond After Reporting Fault?
02-04-2015 5:12 PM
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on current form you'll be waiting weeks relying on the ticket system.
You'll have to take the pain of hanging on the phone (with horrible distorted music) if you want anything to happen faster.
You'll have to take the pain of hanging on the phone (with horrible distorted music) if you want anything to happen faster.
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Re: No Broadband - How Long To Respond After Reporting Fault?
03-04-2015 1:11 PM
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Re: No Broadband - How Long To Respond After Reporting Fault?
03-04-2015 8:18 PM
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We lost broadband connection on Saturday 28th March early evening. Telephone working fine.
We're using our own Netgear Router, working fine for 3 months.
When we lost connection, we tried resetting the modem and router without success.
Replaced the router with the Plusnet one and then another Netgear without success, also unplug telephone telephone line.
Reconnect the original router, reset router and modem without success.
Report Fault on Sunday.
Every few hours we would check for a working broadband connection without success.
The Ticket is updated 4 days later on Thursday
GEA Test Detail
Circuit ID NA Service ID BBEU17452912
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0001
Description GEA service test completed and no fault found but unable to check for customer equipment connected to modem.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 61.0 Mbps
Upstream Speed 19.4 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Voice fault suspected - contact Voice CP to progress copper issue
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2015-04-02T12:00:11.094+01:00 2015-04-02T12:15:11.094+01:00
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0
Summary: No fault with the line. Will advise of this.
So we didn't touch anything from Sunday so it can be left all connected for testing
When the test results are added to the ticket on Thursday lunchtime - we now have a working broadband service - something must've been done at around that time as we had been checking every few hours since sunday.
Voice fault suspected - contact Voice CP to progress copper issue
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Re: No Broadband - How Long To Respond After Reporting Fault?
04-04-2015 10:29 AM
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I think the agent who sent that response did do something but hasn't put what he's done.
It looked like the connection was stuck on our end and we managed to clear it which was what brought the connection back.
It looked like the connection was stuck on our end and we managed to clear it which was what brought the connection back.
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Re: No Broadband - How Long To Respond After Reporting Fault?
04-04-2015 10:53 PM
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Quote from: Matthew I think the agent who sent that response did do something but hasn't put what he's done.
It looked like the connection was stuck on our end and we managed to clear it which was what brought the connection back.
Ahh, okay then.
Thanks for the reply
Message 9 of 9
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