Not sure you could make this up...
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- Re: Not sure you could make this up...
Not sure you could make this up...
09-03-2015 10:46 PM
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07/02 - reported dead phone line toplusnet. Told engineer would go to cabinet on the 12/02. Internet still working.
12/02 - internet stops working, phone still out. PlusNet no idea, so only re-open when I chase. Say and engineer must visit and if I am not in it will cost me 50quid. Pretty obvious that the problem is with whatever the 'engineer' did to the cabinet on the 12/02. But what can you do.
16/02 - engineer turns up at house (after we rearrange our schedule). Guess what, nothing wrong in the house. Go back to check cabinet? No he ain't qualified. (words almost fail me)
21/02 - engineer finally fixes phone line. The first 'engineer' had wired my phone line into the next door neighbour's house. Internet still down.
23/02 - internet finally reappears, but I do a speed test and get circa 3.6mbs. I am on the 72mbs package. Told it will come back up over 10 days or so as line stabilises
07/03 - still no change in speed so update the question (99711042)
09/03 - plusnet tell me that an engineer must visti my house and if I am not in they will charge me 60 quid!!! Seriously?
At no stage on this saga has anyone from plusnet taken ownership. And as with previous experience with plusnet, there is no consistency in response when I call to chase. So...
There has to come a point where you guys have to stop wasting my time. Indeed, it must reach a point where you need to start paying me for me to rearrange my schedule to accommodate your incompetence. I believe that time is now. I have made reasonable endeavours to help you fix the problems. You guys have failed anything other than good honest incompetence. So here is my suggestion:
1. I will be seeking a refund for all internet charges from the time the internet went down (12/02) until you fix this problem.
2. If you would like access to my house (a pointless endeavour as indicated above), there will be a GBP 60 charge (i.e. you guys will pay me).
3. Please do not try to blame this on your suppliers. They are your suppliers not mine.
To other forum users, does my position seem reasonable? Has anyone done this before (presume the have)?
Also - in case anyone understand the test results below, could they make suggestions to plusnet as to how to resolve as plusnet don't seem to have the capability in house. Thanks
Radius:
Radius:
BTW:
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0003
Description No problem found, OAM test is not currently supported on this line.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 4.7 Mbps
Upstream Speed 2.7 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
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Profile Name 0.128M-3.8M Downstream, Interleaving High - 0.128M-2M Upstream, Interleaving On
Time Stamp 2015-02-24T20:00:00
Estimate:
FTTC Range A (Clean) 77.6 57.9 20 18.9 -- Available
FTTC Range B (Impacted) 70 41.3 20 12.2 -- Available
Summary:
Connection banded. WIll raise fault.
Re: Not sure you could make this up...
10-03-2015 11:30 AM
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In regards to your fibre speeds, you really only have two options. You could wait, probably quite a long time, to see if the banding is removed or we can sent a fibre engineer as they will likely reset the line based on the issues you've had. The fault is currently waiting your response. We don't have the option to reset the line remotely like we do on ADSL and it could be that there is still a fault on the line.
Re: Not sure you could make this up...
10-03-2015 9:11 PM
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Re: Not sure you could make this up...
10-03-2015 10:42 PM
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Re: Not sure you could make this up...
11-03-2015 9:55 AM
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Re: Not sure you could make this up...
11-03-2015 10:01 AM
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As Deathtrap has alluded to, the engineer won't actually do much but that's the only way we can reset the line. Openreach won't reset the line remotely because they believe in their DLM. The only time it should be manually reset is it there is/has been problem with the line.
Like I said, if you don't want an engineer you could wait and it should return but that's up to you. It's just how the technology works unfortunately, it's not something Plusnet have control over.
Re: Not sure you could make this up...
11-03-2015 10:39 AM
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In your case, it looks like there is some kind of copper fault. Was the below test result before/after the engineer said the phone line issue was fixed? If the fault still exists, it needs to be fixed otherwise DLM will just do the same again on your line.
Re: Not sure you could make this up...
11-03-2015 10:53 AM
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OR Fibre Engineer visited me a few weeks back found no faults at my home or in the line but did from my home remotely set the DLM up again, was top speed at first then after 36 hours settled and has stayed like that.
Re: Not sure you could make this up...
11-03-2015 10:57 AM
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Re: Not sure you could make this up...
11-03-2015 11:09 AM
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Quote from: AndyH Did he visit as part of a fault call or new install?
He was sent because the DLM was continualy lowering my download sync. speed. This was second time OR had been sent, by my then ISP they told me OR would be sent repeatedly untill I was happy.
The ISP did specify a Fibre engineer had to be sent and not a lineman.
Following second visit and reset the signal to noise reading as been 6.6db or very near and sync. remained at 32Mb.
Now my present new install by Plusnet the broadband failed to take place yesterday because OR did not install a BT modem, I'm awaiting Plusnet to put this right.
Re: Not sure you could make this up...
11-03-2015 11:15 AM
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Sat in Starbucks sending this, at home having to pay BT to use their Wi-fi.
Re: Not sure you could make this up...
12-03-2015 11:02 AM
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Re: Not sure you could make this up...
20-03-2015 10:10 AM
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"Your 3.6Mbits speed is within specification of your upto 76Mbit product"
Honest as Swiss Tony.
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