Poor Fiber
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- Re: Poor Fiber
Poor Fiber
07-10-2019 10:14 PM
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Can somebody check my BB please, I have noticed recently speed problems occuring and also had two disconections tonight, but like I said, not been very impressed with the fiber for a while now.
Kind Regards
Re: Poor Fiber
08-10-2019 12:23 PM
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Re: Poor Fiber
10-10-2019 10:08 AM
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Re: Poor Fiber
10-10-2019 4:51 PM
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Hi @Alex2x,
I have checked the fault for you and I can see that it is still assigned to the engineers, it has not been cleared yet. We should be getting the engineer notes by tomorrow morning.
Re: Poor Fiber
11-10-2019 2:09 PM
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Little worried now about this £65 charge. We already had an engineer out testing who thinks the fault is between the house and the telegraph pole. Can't locate master socket in the house , it was built in the 1940's.
Dear Mr Patience,
Our supplier has investigated your home phone fault and found that further testing is needed. They have requested that we book an appointment with you for an engineer to visit the property to continue the investigation
Before booking an engineer we strongly recommend going through a few checks to make sure that nothing within your premises is causing the problem.
We have a video guide on how to resolve a few basic phone problems:
The link is http://youtu.be/7gofRBmT4PU
If you are unable to watch the video for any reason the steps are outlined below.
We need to find your master socket, this is often the first telephone point where the line enters your home. If you’re still unsure of what that looks like, we have a guide here https://www.plus.net/help/broadband/connection-troubleshooting/
When you've found it you need to make sure it’s working properly:
Locate your master telephone socket, and unplug all other equipment from the line (ideally, please try this from the test socket (behind the removable front plate of the master socket)
Now take the corded handset and plug directly into the master socket.
Pick up your handset and see if you’re still having the same problem.
If you have done all the above checks and the issue is still evident then we can arrange to send an engineer to you. However, if an engineer visits your premises and the issue is found to be caused by your equipment, internal wiring or as a result of damage to BT equipment a charge of £65 may apply. This is why we advise of the above checks.
If you wish to proceed with an engineer appointment we need the following information:
Agreement that if the issue is caused by any of the above that you may receive a £65 charge.
An alternative contact number preferably a mobile
Availability should an engineer need to attend the premises, between the hours of 8am-1pm & 1pm-6pm Monday - Friday.
If there is anything else that we can help with then please do not hesitate to get back in touch. You can reply to this ticket through the Member Centre Contact us facility or you can call us on 0800 432 0200
Kind regards,
Plusnet Support
Re: Poor Fiber
11-10-2019 5:23 PM
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Thanks for getting back to us @Alex2x,
I can see you had an external fault, although it appears further work needs to be completed to fix the issue.
Please give us a nudge here once you've replied on the ticket so we can get an appointment arranged.
Thanks.
Re: Poor Fiber
11-10-2019 5:41 PM
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Well my partner that has been here for over 30 years says there is no master socket, the only socket we have is in the living room.
Also had an engineer out here on the 09/10 he said that he needs to check the wiring at the telegraph pole, then we get an email saying that they need to do more test internally..... haven't they done this already ? Oh yeah and then the email saying that i could be charged £65 if they find a fault internally. Well im am a bit concerned about booking an appointment for the fear of £65. All that I know that the Fiber broadband was working and now it doesnt, and im paying money for somthing thst doesn't work very well.
Any suggestions.
Kind Regards
Alex.
Re: Poor Fiber
12-10-2019 10:13 AM
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Hi @Alex2x
This charge would only apply 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 your property and its boundary, 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 cancel without giving us 2 working days' notice.
This statement is provided prior to all engineer visits and is stipulated by our suppliers.
To give you a bit more information the full charge to us is about 3 x as much as this, but we only pass along £65 of the charge if any of the above rings true.
Kind Regards,
MoR
Re: Poor Fiber
12-10-2019 10:37 AM
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Thank you.
Re: Poor Fiber
13-10-2019 9:54 AM
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Hi @Alex2x
The engineer will most likely fit a new Master Socket if there is none in the premise - AFAIK this should not warrant a charge.
Any degradation to the line external to your premise would also not normally draw a charge.
Thanks,
MoR
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