No Internet - and no Phone or Chat help available
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- Re: No Internet - and no Phone or Chat help availa...
Re: No Internet - and no Phone or Chat help available
03-05-2020 2:45 PM
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Tried again this morning to get some help with the dropping out problem and got straight through, but guess what, the call handler could not assist me and so they put me through to a technical person and 40 minutes later I was still waiting!
Had enough, I going to consult some consumer groups and make a complaint to Ofcom.
I notice that the stupid Plusnet TV commercials have stopped, obviously because they cannot deal with their existing customers never mind any new ones.
Re: No Internet - and no Phone or Chat help available
03-05-2020 3:47 PM - edited 03-05-2020 3:50 PM
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Hi @Mikerich323,
I'm sorry that your connection is dropping and for the inconvenience that this is causing you. I can see that your connection settled down after our faults team previously looked into this for you and there were no drops for over three days. However, the connection became intermittent again on the 1st of May:
Testing your line isn't picking up the cause of this from here:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
Description | GEA service test completed and no fault found . | ||||
Main Fault Location | OK | ||||
Sync Status | In Sync | ||||
Downstream Speed | 32.0 Mbps | ||||
Upstream Speed | 7.6 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Detected | ||||
Estimated Line Length In Metres | 1029.1 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Good | ||||
Interference Pattern | Regular Interference Observed Daily | ||||
Service Impact | Retrains Observed | ||||
Interference Duration Longest Occurrence | From20:00to20:15 | ||||
Interference Location | Unknown | ||||
Interference Observed In Days | 0 | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream traffic detected | ||||
Technology | VDSL | ||||
Current 15Min Bin Retrains | 0 | ||||
Last 15Min Bin Retrains | 0 | ||||
DP Type | External | ||||
Profile Name | 0.128M-40M Downstream 3dB, Retransmission Low - 0.128M-10M Upstream, Retransmission Low | ||||
Time Stamp | 2020-04-20T15:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 30.0 Mbps | 34.0 Mbps | 31.8 Mbps |
Up Stream Line Rate | 7.0 Mbps | 7.7 Mbps | 7.5 Mbps |
Up Time | 0.0 Sec | 900.0 Sec | 821.7 Sec |
Retrains | 0.0 | 12.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2020-05-03T14:03:44Z | 2020-05-03T14:18:44Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
As you've done the internal troubleshooting, we'll need to arrange an engineer so that this can be investigated further. Due to COVID-19, the engineer won't be able to access your property but will fully investigate the fault externally. We would ask that you are available and at the property during this appointment as the engineer may need to call you to discuss the fault. Please add your availability for an engineer visit to the ticket here and then get back in touch on this thread so we can pick this back up and get that booked in for you.
Re: No Internet - and no Phone or Chat help available
03-05-2020 7:05 PM
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Forward me some of those consumer groups and OfCom details would you please my good man... Emily has responded to you, maybe if I threaten them I’ll get some actual customer service too...
Shouldn’t be too much hassle for them to post a router out eh?
Re: No Internet - and no Phone or Chat help available
03-05-2020 7:57 PM
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Hi @samfinlayson,
I've responded to your queries via the separate thread you've raised.
Re: No Internet - and no Phone or Chat help available
03-05-2020 8:36 PM
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I won't be taking time off for this as I am a key worker in Local Government. Strange how you know when all this dropping out occurs and yet you don't know what is causing it.
Having looked on the OfCom website it strongly suggests that providers should financially compensate customers who cannot use their internet, just like me when I could not during my first week, because Plusnet forgot to switch it on. I tell you what, I have another idea, just cancel my contract and let me go to another provider. I was with BT before and I never had any problems like this and looking around the net there does not appear to be any other providers suffering outages or problems with their systems or customer service like you are doing.
Personally, I've never been treated so badly by any company as Plusnet have treated me and I now have no faith in you sorting anything out at all.
Re: No Internet - and no Phone or Chat help available
03-05-2020 8:37 PM
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Sam
Hope you got my message and this will assist in solving your problems.
All the best
Mike
Re: No Internet - and no Phone or Chat help available
03-05-2020 8:54 PM
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I did get your message, thank you very much. I have actually had a response now and a ticket raised (although it has been closed already before I got to read it... I have added a comment to it in the hope it gets opened back up till such a point as I confirm rectified).
I’m sticking around on this forum... it took me a week to get a ticket raised but it got raised in the end - I suspect as a direct result of yourself and mine’s interaction...
We shall see on my end, keep us up to date on yours!
Re: No Internet - and no Phone or Chat help available
03-05-2020 8:59 PM
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The ticket has been closed prior to me reading it, I hope this is changed so it remains open whilst this is investigated as WiFi isn’t the only issue, it’s just the worst offender at present.
Thank you for finally looking into this for me.
Re: No Internet - and no Phone or Chat help available
04-05-2020 6:09 PM
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Hi Sam
Great to hear that things are working out. Like yourself I received a ticket and like yourself it had been closed before I could respond to it. I have spoken with OfCom, who inform me that the Odbudsman cannot become involve until 8 weeks have passed. However, in the meantime as the Customer Services helpline is completely useless I suggest people write to Plusnet and complain.
Plusnet
The Balance
2 Pinfold Street
Sheffield
S1 2GU
Again I cannot stress enough how much of a disaster Plusnet is.
Re: No Internet - and no Phone or Chat help available
04-05-2020 6:55 PM
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Re: No Internet - and no Phone or Chat help available
04-05-2020 7:38 PM
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Wakeman
The engineer can access the line outside the property without me being there. There is no point in me being home because due to the current work practices regarding the medical situation the engineer cannot enter my property.
Re: No Internet - and no Phone or Chat help available
04-05-2020 7:44 PM
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Wakeman
Further to this... if you've read through my postings you'll see that the plastic cover of the box actually fell off recently, suggesting that it was not secured back into place properly.
Also, you'll notice that I work for a local authority in the housing division and I can honestly say even in these times any service we provide is vastly superior to anything Plusnet has provided me.
Re: No Internet - and no Phone or Chat help available
05-05-2020 5:07 AM
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The suggested fix has no resolved the problem, we’re a day into the change and we’re still having to turn WiFi off on our phones to open simple web pages and google search things etc.
Where do we go from here? As I can’t get back to the “raised ticket” which hasn’t been reopened as far as my email count goes.
Re: No Internet - and no Phone or Chat help available
05-05-2020 5:14 AM
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I’d probably have to do a SaR to get the point at which I first complained about the service which would be the start of the contract, they’d probably argue that I didn’t follow it up (because the stress [-Censored-] like this brings is intolerable and you end up settling for a shoddy service just so you don’t have to constantly moan and whine at someone - it’s depressing and a miserable existence), what do you do? Buy a different house I think is the option and never again darken the doorstep of Plusnet.
I haven’t received any emails or notifications to say someone has looked at my message on this other thread (that I don’t know how to get back to) or if it’s been left in an open state or just left as a “closed ticket”. Suspect it is still “closed”? I’m amazed it was closed without any input from me in any way shape or form... that is extremely shady in my opinion!
Re: No Internet - and no Phone or Chat help available
05-05-2020 9:07 AM - edited 05-05-2020 9:08 AM
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There is every reason for you being in the property.
The engineer may ask you to reseat the faceplate, or even check the incoming wires behind the faceplate, the bit you are in normal circumstance are not allowed to touch.
If there is an issue then he could talk you through fixing the issue with no health danger to you or the engineer.
If you want your internet back then you really need to assist the engineer as much as possible.
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