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Question 159254097

FIXED
Community Veteran
Posts: 1,233
Thanks: 19
Fixes: 2
Registered: 22-06-2012

Question 159254097

I've been having an intermittent fault for several weeks & today a fault has at last been detected. I'm afraid that I don't understand the terminology.

"

Your Response
7:36am, Friday 6 Oct 2017
Your support request has been escalated to the correct team for review.
 
Your Response
7:37am, Friday 6 Oct 2017
The next action on your Contact Us Ticket is due on Monday 9th October at 7:00am. This ticket will remain open with the CSC - FTTC Faults - Speed until this time.
 
 
Script User - Automated Script Pool
8:32am, Friday 6 Oct 2017
The Question 159254097 has been released from hold and sent back to CSC - FTTC Faults - Speed

Your fault Ticket has now been taken off hold.

This has now been forwarded to the relevant support team. We will carry on investigating your problem and your open fault will be updated as soon as more information is available.

[INTERNAL]

Ticket now off hold. Please action."
 
From the above comments my fault seems to be bouncing around your computer system. Does this mean that action will now occur as my speeds are now down to 13/4? Thanks.
6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,956
Thanks: 419
Fixes: 152
Registered: 01-01-2012

Re: Question 159254097

Essentially when you raise a fault and our testing finds a issue it automatically raises it to our suppliers at which point it's automatically put on hold awaiting updates from our supplier.

Once we've received a update it's then released from hold to be picked up by our faults team.

With regards to your current issue it looks like a engineer visit will be required. Can you respond to the text I've sent and we'll get that picked up as soon as possiblr.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Community Veteran
Posts: 1,233
Thanks: 19
Fixes: 2
Registered: 22-06-2012

Re: Question 159254097

Thanks Matthew for the prompt response!

 

As per the text, next week is good all day Monday to Wednesday. Then Thurs & Friday AM.

 

Cheers, Nick

Community Veteran
Posts: 1,233
Thanks: 19
Fixes: 2
Registered: 22-06-2012

Re: Question 159254097

Is there yet any sign of a visit from a BTOR engineer?

Plusnet Help Team
Plusnet Help Team
Posts: 4,956
Thanks: 419
Fixes: 152
Registered: 01-01-2012

Re: Question 159254097

Sorry for the delayed response, 

I'll get that picked up for you now.

 

[edit]

I can see a engineer is booked for Thursday.

Let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Community Veteran
Posts: 1,233
Thanks: 19
Fixes: 2
Registered: 22-06-2012

Re: Question 159254097

Fix

Thanks M. Yes, one of your colleagues kindly arranged it via your excellent live chat service. PN just keeps getting better.

Plusnet Help Team
Plusnet Help Team
Posts: 6,268
Thanks: 1,702
Fixes: 323
Registered: 21-04-2017

Re: Question 159254097

Glad to hear it!

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team