Whats going on? No DSL light for 2 days -not just me.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Whats going on? No DSL light for 2 days -not j...
Whats going on? No DSL light for 2 days -not just me.
23-09-2015 10:51 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Ok, I know this is more likely a BT Openreach issue but I have a ticket raised on 21/9/15 that I have no internet on my FTTC. The DSL light is solid off on the modem and I tried a different VDSL modem and stil no sync. From what I have been told, this means my modem cant see the cabinet even though I still have a dial tone and the telephone is fine.
This isnt a rant at plusnet but I find it frustrating that all I can get in response is that the fault team are testing so please keep my modem plugged in, (even though its not talking to the cabinet so it cant be tested remotely) and an engineer needs to visit- but that this takes up to 48 hours. I am assuming that its Openreach that impose this delay as its their engineers. Does it really take 48 hours to book a BT engineer to check a cabinet?
More worryingly, within days of eachother, one of our work ADSL has done the same and a colleagues home fibre has done the same. Is there a wider issue with Openreach faults, or just co-incidence?
For comparison:
A fault at work I reported back in April was handed fine. I reported the issue, we ruled out our internal equipment over the phone and Plusnet arranged a BT engineer to visit and he turned up on the same day. Whats changed?
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 11:10 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
To book one..no. I doubt even PN's customer services take that long to put the request in. However none of us are paying BT enough money to have engineers sitting around in vans waiting for something to do. This means there is always going to be a bit of delay until an engineer becomes available.
Quote from: loveridge Does it really take 48 hours to book a BT engineer to check a cabinet?
Nothing. BT does offer a faster response but you have to be on a business package to get that. If you're a residential customer you have to be a bit more patient because you're less important.
Quote A fault at work I reported back in April was handed fine. ... Whats changed?
Are they all on the same exchange?
Quote Is there a wider issue with Openreach faults, or just co-incidence?
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 11:32 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 12:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The three issues are in three different towns in Somerset, two are plusnet the other is talktalk, so cant see a link there myself
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 1:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Who is the telephone line with? Looking at PN's Business page the line rental is only £11 and that's not business rental. Looking at BT's pages show that you have to pay extra for extra care as well:
Quote from: loveridge the work related outage is a business broadband and we got the 48hr+ wait for BT
http://business.bt.com/voice/phone-lines-and-numbers/
BT want £20pcm rental to get a next day fix and £25pcm to get a fix within 6 hours.
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 1:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
dick:quote
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 3:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I have just raised this as a fault for you, but it'll still need an engineer appointment. Are you ok to PM me dates of availability starting from tomorrow?
Matty
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 7:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 7:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Whats going on? No DSL light for 2 days -not just me.
23-09-2015 9:44 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Only if they say it does. Some BT business packages offer 'end of next day' service but that seems to be the best you can get. If you want same day fixes you have to have a leased line it seems.
Quote from: loveridge Phone line is with another supplier, not BT or plusnet - the broadband is with plusnet. As the fault is data, not voice shouldnt the business broadband package from plusnet get a higher response?
But these times are maximums, not actual. Sometimes you get lucky and an engineer can attend faster. I once reported a fault on my home line and the engineer fixed it within half an hour. Luck of the draw 😕
Re: Whats going on? No DSL light for 2 days -not just me.
24-09-2015 11:36 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Whats going on? No DSL light for 2 days -not just me.
24-09-2015 2:00 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for all the help trying to get this moving forward.
Maybe you can shed some light on this then :).
If it looks like it is a problem with my line being cross-jumpered, which must have been done without needing to get into my premises so I guess that means its at the cabinet, why cant BT dispatch an engineer to the cabinet and check? Why do I have to be at home taking time off work for BT to check the cabinet? Cant they check the cabinet, and then if its all good in there make an appointment with me?
All I got from the Plusnet services was that its BT procedure. Because of this, the next convenient time when I am available is 11 days time.
Again, I am not blaming Plusnet - its BT Openreach which I am VERY dissatisfied with. They seem to have the public, industry and ISPs by the short and curlies.
I am sure if Plusnet were allowed to have their own engineers, it would have been sorted by now.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Whats going on? No DSL light for 2 days -not j...