VDSL Lost Connection
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VDSL Lost Connection
17-12-2016 8:44 AM
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Yesterday at 15:25 I lost my broadband connection.
I called PN up and have been advised the fibre faults team will call me in 72 hours.
As I work from home on a weekend in am using a slow tethering connection is there anything else you can do to check my line ?
Tried two routers: TP link n600 and PN hub 1.
All settings are correct-changed all filters etc too.
I have a phone dial tone but no Internet.
Regards
Daryl
Re: VDSL Lost Connection
17-12-2016 10:03 AM
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If you rely on your internet for work you should give serious consideration as to whether using a cut price ISP is appropriate. The standard of service provided by Plusnet and the long delays I see in actioning faults made me conclude it was worth paying a bit more for peace of mind.
Have a read of my why I left Plusnet post.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: VDSL Lost Connection
17-12-2016 10:15 AM
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Hello there,
Sorry to hear you're experiencing problems with connecting to the internet.
I've taken a look into your account; I've identified a problem, set in motion a fix and asked one of my colleagues to investigate on Monday to be in touch with an update.
Apologies for the inconvenience.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: VDSL Lost Connection
17-12-2016 10:39 AM - edited 17-12-2016 10:40 AM
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@darylbeckie wrote:
Hi.
Yesterday at 15:25 I lost my broadband connection.
I called PN up and have been advised the fibre faults team will call me in 72 hours.
As I work from home on a weekend in am using a slow tethering connection is there anything else you can do to check my line ?
Tried two routers: TP link n600 and PN hub 1.
All settings are correct-changed all filters etc too.
I have a phone dial tone but no Internet.
Regards
Daryl
Just a thought, if you're on a fibre connection why are you still using filters?
Re: VDSL Lost Connection
17-12-2016 10:50 AM
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I guess PN faults team only work weekdays then
The micro filter is one for the phone and one for the ADSL as the wall socket is a single plug.
I wanted to leave PN last month when I was moving house but they wanted £500 for me to cancel as I am still in contract.
When you say a fix is in motion are we expecting it to be back online soon ?
Thanks
Daryl
Re: VDSL Lost Connection
17-12-2016 11:27 AM
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samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
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Re: VDSL Lost Connection
19-12-2016 11:59 AM
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I'm really sorry to see you're experiencing problems with your connection.
@darylbeckie wrote:
I guess PN faults team only work weekdays then
Unfortunately this isn't actually a fault as such. It appears on Friday after I spoke to you in regards to another thread, later in the day when dealing with another account I may have inadvertently ceased your line.
@rongtw wrote:
If you have identified a problem, how come it has to wait till Monday ?
Anoush placed orders to restart the phone line, which was due to and has completed today.
I believe he wanted to run it by me to find out how the line had become ceased and not just make assumptions.
@darylbeckie wrote:
When you say a fix is in motion are we expecting it to be back online soon ?
An order to re-provide the broadband has been placed and I should have a better idea of when it'll be back online by the end of today hopefully. I can however assure you that I will be doing absolutely all I can to get you back online as soon as possible.
I do sincerely apologise for any inconvenience this has caused.
Re: VDSL Lost Connection
20-12-2016 11:32 AM
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Although the fibre order I replaced yesterday is still open, I'm happy to see your connection seems to have come back online as of around 6:35pm yesterday. I'll keep an eye on this until the order closes off as complete.
Apologies again for any inconvenience caused by the loss of service over the weekend.
Re: VDSL Lost Connection
20-12-2016 1:22 PM
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Will I be reimbursed for the days without a connection?
Re: VDSL Lost Connection
20-12-2016 1:55 PM
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