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good honest broadband that does not work

magnetism2772
Grafter
Posts: 983
Registered: 06-06-2010

good honest broadband that does not work

i've recently had problems with my BB that i've already mentioned and questioned
in two other recent threads, Now  all of yesterday afternoon(5 hours) I couldn't connect to you
bearing in mind I'm a new customer,  on a plusnet(BT line )and the equipment
needed to connect is guaranteed
so following up on their  responses to my questions
in the previous threads over  their service by posts in reply
I would like   plusnet to answer a further question
Q: Is their BB working , when its not working  ?
 
Q2: In the light of plusnet's earlier response over their services
   when a service does not work
   should I pay for it ?
25 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: good honest broadband that does not work

Quote
Q: Is their BB working , when its not working  ?

Sorry I'm not sure what you mean here?
 
Quote
Q2: In the light of plusnet's earlier response over their services
    when a service does not work
    should I pay for it ?

When you raise a fault to us we can look into any reimbursements once the fault has been fixed depending on the type of issue and length of time it went on for. However I can;t see that you've ever reported a fault to us?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: good honest broadband that does not work

what do you mean new customer - pull the other leg
Name: giro
Posts: 835 (5.123 per day)
Position: Member
Date Registered: 06/06/2010, 20:37
magnetism2772
Grafter
Posts: 983
Registered: 06-06-2010

Re: good honest broadband that does not work

ive already said to you that over the last month everyday  i've been losing speed
then reading over your early  responses
I'm not sure if and when I have what plusnet will call a fault
well not until  yesterday - when due to disconnection and being unable to connect - its become obvious
however i can connect again at this moment today
but how long  will your good honest BB stay afloat  until next time ?
edit:- corrected sentences
Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: good honest broadband that does not work

Giro,
You need to either:
- Call our support team so they can go through the required tests with you
or
- Visit http://faults.plus.net
Not doing either of these means we are not looking into any potential faults that may happen on your line.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
magnetism2772
Grafter
Posts: 983
Registered: 06-06-2010

Re: good honest broadband that does not work

well your nearer to them than me
so you tell them
Community Veteran
Posts: 38,241
Thanks: 933
Fixes: 54
Registered: 15-06-2007

Re: good honest broadband that does not work

This is not the formal support route.
Unless you raise a fault in the proper manner including carrying out all the checks this will go no further,
I suggest you start helping yourself instead of just griping on here
magnetism2772
Grafter
Posts: 983
Registered: 06-06-2010

Re: good honest broadband that does not work

[quote=] I suggest you start helping yourself instead of just griping on here 

hmmm
Community Veteran
Posts: 26,372
Thanks: 629
Fixes: 8
Registered: 10-04-2007

Re: good honest broadband that does not work

How many times do you have to be told that you have to raise a fault if you want Plusnet to investigate anything?
http://community.plus.net/forum/index.php/topic,90540.msg755681.html#msg755681
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 (£13/month)
Mobile: iD mobile (£4/month)
Dom
Grafter
Posts: 277
Registered: 09-03-2010

Re: good honest broadband that does not work

Quote from: giro
Q: Is their BB working , when its not working  ?

Opposite Land just rang, they wan't their logic back.
Community Veteran
Posts: 3,789
Registered: 08-06-2007

Re: good honest broadband that does not work

Plusnet can only deal with a fault when it is raised through the official support channels.
This is because the official support channels will guide you through a set of test that you must perform yourself, before being able to raise the fault as a supplier issue.  In my experience a large number of faults are caused by issues within a customers premises, and as such are under the remit of the customer and not Plusnet.
Griping on the forums is a valid support method once all other support channels have been exhausted
However, you can always raise a fault, pretend you have done all the required checks, and when an engineer turns up and points to the <insert random premises fault here> will gladly bill you the £160 for a wasted visit. 
Regarding your rather cryptic question of:
Quote from: giro
Q: Is their BB working , when its not working  ?

It's working until your speeds drop beneath the Fault Threshold Rate (FTR), calculated by BT in your training period.  However, Plusnet will often action faults above this threshold if there has been a marked and noticeable deterioration.
On the flip side, if you have no connection whatsoever, this is a fault but will not be picked up automatically by Plusnet.  Again, this is your responsibility to report to Plusnet through the appropriate channels - at least until their crystal ball is working again.
B.
Community Veteran
Posts: 18,544
Thanks: 190
Registered: 12-08-2007

Re: good honest broadband that does not work

Guys, have we not been here before in recent weeks?  It seems the OP doesn't want to help himself.  Best to just ignore him I'd suggest.
matt_2k34
Grafter
Posts: 1,300
Registered: 09-07-2007

Re: good honest broadband that does not work

Giro
Quote
Cancellations 0845 140 6002 09:00 - 17:30 every weekday (except Bank Holidays)

Feel free to call it. Several people, including myself have offered help, But you refuse to give any information - AND fail to follow Plusnets fault finding policy.
imho - let people help, and help yourself - or leave.
magnetism2772
Grafter
Posts: 983
Registered: 06-06-2010

Re: good honest broadband that does not work

another award for plusnet
TUNA(the use net alliance) of england awards plusnet the DIY award for digital services for Oct-Nov 2010
it comes with a flashing red light on top
after having to help myself
its
all quite on the western front(line)
since fitting spark suppressor protection to my DSL
the noise i hear when my line is being disconnected
as BT's triggerable electronic switch(rotary  dimming) is turned off
is no longer audible
I suspect I'm being at times either open circuited (left dangling in some line board circuitry)
or short(changed) circuited
or was
and customers 'no dont try this at home' only i'm qualified
Wheel_nut
Grafter
Posts: 886
Registered: 03-08-2007

Re: good honest broadband that does not work

Another completely inarticulate rant from this poster.
Isn't there something the Mods can do to curb this nuisance?