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VDSL Lost Connection

darylbeckie
Hooked
Posts: 7
Registered: 15-12-2016

VDSL Lost Connection

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
9 REPLIES
Community Veteran
Posts: 26,686
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Registered: 10-04-2007

Re: VDSL Lost Connection

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!)   
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Plusnet Staff
Plusnet Staff
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Registered: 22-08-2015

Re: VDSL Lost Connection

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. Sad

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
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 Anoush Mortazavi
 Plusnet Staff
caravanj
Aspiring Pro
Posts: 219
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Fixes: 2
Registered: 31-07-2014

Re: VDSL Lost Connection


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?

darylbeckie
Hooked
Posts: 7
Registered: 15-12-2016

Re: VDSL Lost Connection

Thanks for the replies.

I guess PN faults team only work weekdays then Sad

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
rongtw
Seasoned Hero
Posts: 6,973
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Registered: 01-12-2010

Re: VDSL Lost Connection

Anoush Huh If you have identified a problem, how come it has to wait till Monday Huh?

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Plusnet Help Team
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Re: VDSL Lost Connection

I'm really sorry to see you're experiencing problems with your connection.

 


darylbeckie wrote:
I guess PN faults team only work weekdays then Sad

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 Huh?

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.

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 Harry Beesley
 Plusnet Help Team
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Registered: 25-03-2015

Re: VDSL Lost Connection

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.

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 Harry Beesley
 Plusnet Help Team
darylbeckie
Hooked
Posts: 7
Registered: 15-12-2016

Re: VDSL Lost Connection

Working fine again thanks Smiley

Will I be reimbursed for the days without a connection?
Plusnet Help Team
Plusnet Help Team
Posts: 4,245
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Registered: 25-03-2015

Re: VDSL Lost Connection

Glad to hear it's all working fine on your side now.

 

I'll certainly make sure you receive a refund for downtime.

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 Harry Beesley
 Plusnet Help Team