No service after powercut
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No service after powercut
04-12-2015 6:41 PM
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Power was off for around 15min, was back on by 16:30. Modem syncs and connects to cab but that's it.
Re: No service after powercut
05-12-2015 5:56 PM
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You've really had some bad luck with internet connectivity this year.
What does the ROUTER log report? Have you checked to see if your PlusNet account details are still intact?
Kevin
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Re: No service after powercut
05-12-2015 10:09 PM
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Re: No service after powercut
07-12-2015 3:01 PM
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Hi there,
Unfortunately I'm struggling to find your account to run testing, could you DM your username across and I will get some testing run for you. Thanks.
Re: No service after powercut
07-12-2015 3:23 PM
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Here's a real old ticket no for Dan - 94317991 - may be that will help you find his account?
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: No service after powercut
07-12-2015 3:25 PM
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Re: No service after powercut
07-12-2015 4:40 PM
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After the powercut I could sync to the cabinet but not get a pppoe session going.
I rang PNet support and spoke to a chap called Ali who was very knowledgeable and friendly, even though his shift had ended.
He explained that turning the router off for a few mins should clear down the connection as something was most likely stuck. He said in his experience its not an uncommon problem. - So what AO advised.
All I had tried was rebooting the router twice, I have never had to turn it off for a few mins before with ADSL, so I guess this is a quirk of FTTC?
- Operator experience 10/10
- Hold time 0/10. Nearly 90mins waiting to speak to someone... well its very embarrassing. I feel bad for the PNet phone staff that do a great job. It can't be easy having to try and speak to people who have been sat on hold that long. I do wonder what front line staff retention is like but I guess thats something that won't be disclosed. I would pay more for a better service........
Sorry again for not updating things here!
Dan
Edit: spelling
Re: No service after powercut
09-12-2015 3:40 PM
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I am glad to hear the issue is now sorted.
Don't worry, we are definitely working on those call queues currently and will hopefully reduce this asap. Thanks.
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