cancel
Showing results for 
Search instead for 
Did you mean: 

4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado
Dabbler
Posts: 21
Registered: 25-10-2016

4 days no response! Three Weeks no escalation! You are not doing me proud!

I'm going to guess that the folks who vote Plusnet's service level as high have never actually had a problem they needed help with, after using chat yesterday I was hopefully someone would finally raise a call with BT for my broadband problem; still no response.

9 REPLIES
estacado
Dabbler
Posts: 21
Registered: 25-10-2016

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

 5 days Angry

Community Veteran
Posts: 26,678
Thanks: 899
Fixes: 10
Registered: 10-04-2007

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

Raising it with BT will only succeed in generating a charge of £65 as your connection is syncing at the correct speed and it will be no fault found. Is that what you want?

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)
estacado
Dabbler
Posts: 21
Registered: 25-10-2016

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

Really? Assuming the engineer doesn't fix the issue at the exchange I'd have thought they'll plug a laptop and modem into my master socket and repeatedly fail to run the BT speed test like I have multiple times with multiple PC's/routers/microfilters at that point they'll suspect something isn't quite right, of course it'd be nice to be given the option of an engineer rather than receive another reply from support asking me again to run the BT speedtest (they just did), given I've already provided multiple screenshots of the BT speedtester failing both using my plusnet account and the BT speedtest account.
estacado
Dabbler
Posts: 21
Registered: 25-10-2016

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

Real World Speedtests

Speedtest ookla 2.jpgSpeedtest ookla.jpgSpeedtest Think.jpgthink 2.jpg

estacado
Dabbler
Posts: 21
Registered: 25-10-2016

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

Fed up of running the BT Speedtest just to watch it fail

 

Speedtest BT 2.jpgSpeedtest Plusnet 1.jpgSpeedtest Plusnet 3.jpgSpeedtest Plusnet 5.jpg

estacado
Dabbler
Posts: 21
Registered: 25-10-2016

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

12:03pm, Sunday 9 Oct 2016

Broadband Troubleshooter started

 

Could've migrated to another ISP by now and actually had an engineer visit, ridiculous!

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

At this stage, we're unable to see any reason why your speeds are faltering. I'm happy to offer you an engineer now, though it's likely that he won't find any issue with the service, and there may be a charge if so.

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
estacado
Dabbler
Posts: 21
Registered: 25-10-2016

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado
Dabbler
Posts: 21
Registered: 25-10-2016

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

So big shout out for PlusNet's [CSA Removed] who actually read my ticket and arranged a VP move fixing the issues (see link below), also thanks to Justin who actually called to follow up.

[CSAs Removed] / MattyC & jelv (Forum) if you're wondering why you're so busy it's that you're either fobbing people off or worse still assuming you know better, try reading all the details of a fault and asking questions or just pick up the phone, you didn't just waste my time but your own too.

http://www.kitz.co.uk/adsl/equip.htm

Moderator's note by Mike (Mav): CSA names removed as per Forum rules.