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Unable to file a fault report....please help!

FIXED
Community Veteran
Posts: 1,231
Thanks: 18
Fixes: 2
Registered: 22-06-2012

Unable to file a fault report....please help!

After a lightning strike a week ago a lot of people have had broadband problems. BTOR have been all over the village ever since. My speed dropped a couple of days ago. I've used the Btw tester & the results have been sent to the server.

I've tried using your fault reporting tool but as I hit submit I receive this message

"

Error

Sorry, An error occurred whilst processing your request.

The error has been recorded and our website team will investigate. Please try again later."

Could a Plusnet team member please look into this for me? Many thanks. Nick

6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,763
Thanks: 108
Fixes: 32
Registered: 27-04-2007

Re: Unable to file a fault report....please help!

Hi there,


As the drop in speeds has been relatively minimal we'll need to rely on line management to bring that back to where it should be.

 

As the line is now stable that should happen automatically within the next few day's time.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 1,231
Thanks: 18
Fixes: 2
Registered: 22-06-2012

Re: Unable to file a fault report....please help!

Thanks Adam. I've just rechecked my speeds & I'm seeing only 10 down & less than that up. I've included this in my reply in my account.

Community Veteran
Posts: 1,231
Thanks: 18
Fixes: 2
Registered: 22-06-2012

Re: Unable to file a fault report....please help!

I'm sorry to be a nuisance but my speeds are terrible. Why should I be paying for a substandard service? Surely a DLM reset will sort out my problem. May I please receive a response? Thanks.

Community Veteran
Posts: 1,231
Thanks: 18
Fixes: 2
Registered: 22-06-2012

Re: Unable to file a fault report....please help!

 
FAQ

Results Image not loaded

 

 


1. Best Effort Test: -provides background information.

  Download Speed
  21.48 Mbps
   
0 Mbps 45.28 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 21.48 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-45.28 Mbps .
 Additional Information:
 IP Profile for your line is - 45.28 Mbps

2. Upstream Test: -provides background information.

  Upload Speed
  9.6 Mbps
   
0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 9.6Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps


This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.

 

If you wish to carry out further tests,please click on 'Continue' button.If not, please close the window using 'Exit' button and contact your ISP for further assistance with these results.

 

I don't consider this to be acceptable! Please may I have a response to this outstanding fault. Thanks.

Community Veteran
Posts: 1,231
Thanks: 18
Fixes: 2
Registered: 22-06-2012

Re: Unable to file a fault report....please help!

Fix

Well, as predicted, something has happened & my speeds are back to normal.

 

Thanks for looking inot this Adam & if anything was changed then thanks for that as well.

Plusnet Help Team
Plusnet Help Team
Posts: 12,763
Thanks: 108
Fixes: 32
Registered: 27-04-2007

Re: Unable to file a fault report....please help!

No worries, glad to see that's sorted.

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