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8 Days No Broadband? POOR SERVICE

jamieBL
Newbie
Posts: 7
Registered: 04-07-2009

8 Days No Broadband? POOR SERVICE

Hi All,
Well I am deeply disgusted with PlusNets Support Team.  There a few members of staff at PlusNet that really want to help you but others that talk to you as if your an idiot.  "Are you accusing me of lying" is just one of the quotes ive had from a male CSA.  When asked why we where told a completely different story 45mins later.
We have been fobbed off for the last 8 days about our exchange having a major service outage and they are waiting on BT.  Which is aload of rubbish because BT have no knowledge of there being any fault other than an exchange 90 miles away which they think was an error that our AREA code was placed on that MSO. 
Today after 8 days of no Broadband we are told at 11am it is still a MSO, then at 3pm its a BT Fault and we will call you back in the next hour with an update.  5:30PM  No call back, so phone in to be told at 10:41am BT found a faulty line card and have sent an engineer.  We live about 500feet from the exchange and a friend lives next door there have been no BT Engineers on site over the past few days. 
We also keep rudely being told that because we have a home broadband package that if we are using it for EBAY Selling that we need to have a Biz Package as its not allowed to be done from a Home Package.  Please can you stop spouting rubbish as which other ISP bans you from using ebay to sell items on a Home Broadband Account?   
Any reponse from PlusNET on this one ?
Regards,
Mr Bryant
Question ID:  ID: 29169906
15 REPLIES
Community Veteran
Posts: 1,886
Registered: 05-04-2007

Re: 8 Days No Broadband? POOR SERVICE

Hi,
I've raised this to the duty comms team member for the weekend - please bear with it if possible, and they will get back to you ASAP.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: 8 Days No Broadband? POOR SERVICE

Hi there,
The latest update from BT says it's a card problem and they've got a transmissions engineer on the case.
I'm at home at the moment, but I've asked one of our faults guys to give you a call.
jamieBL
Newbie
Posts: 7
Registered: 04-07-2009

Re: 8 Days No Broadband? POOR SERVICE

Hi Mand,
Thanks for your reply, I think BT Wholesale are giving confusing information to PlusNET really.  As I have got the CBUK for my fault ticket with BT Wholesale, so I phoned them and they said to me they replaced the line card on the 29th but it still failed, PlusNET told me they replaced the linecard at 10:41 on the 3rd July so who do I believe here?.  So instead of replacing it again they are looking into other ways to resolve the fault.  And I can expect a fix by Wednesday?  I'm sorry but another 4 days without service is a joke.
Kind Regards,

Mr Bryant

James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: 8 Days No Broadband? POOR SERVICE

Hi,
I can see that on the 4th BT were to send a transmission engineer to your exchange to investigate a possible line card fault, however the information that I'm seeing doesn't confirm whether or not this work was completed.
BT Wholesale generally won't give out information to our customers, mainly down to the fact that they're not allowed to.
I'll give them a ring now and try and find out what the latest is - I am very sorry for the amount of time that it has taken so far to get your service up and running.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: 8 Days No Broadband? POOR SERVICE

Just to add on to my last post.
I've called BT who are aware that the line card replacement does not appear to have resolved the fault that they (and you) have been seeing.  The fault is currently with a specialised team and they've suggested that we call back towards the end of the day for a further update.
jamieBL
Newbie
Posts: 7
Registered: 04-07-2009

Re: 8 Days No Broadband? POOR SERVICE

Hi James,
Many thanks for your help, we are getting anxious to have our connection back ASAP.    What concerns us is every time BT try and fix and it fails we go to the bottom of the pile and the 72hour SLA resets?
Regards,

Jamie
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: 8 Days No Broadband? POOR SERVICE

Hi Jamie,
To be honest with you, it sounds like there's a few people affected and it's with a senior team at BT which probably suggests that something has gone quite wrong.
Hopefully we'll get an update later on today.
jamieBL
Newbie
Posts: 7
Registered: 04-07-2009

Re: 8 Days No Broadband? POOR SERVICE

Any further updates on this please? 
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: 8 Days No Broadband? POOR SERVICE

Hiya,
Not specifically an update, but I've just called and your fault was assigned to an engineer at around 3pm today which suggests that it is being looked into and worked on as we speak.
jamieBL
Newbie
Posts: 7
Registered: 04-07-2009

Re: 8 Days No Broadband? POOR SERVICE

James I understand you only work till 5 or 6, and I needed an update so I phoned BT Wholesale again and they have said to me:
* there is no engineer assigned to the case
* they have installed 3 new line cards (all turned out to be faulty)
* This is a Major Service Outage (please give me a break one minute its just us then its our whole exchange, which it isnt as I wouldnt be typing this email from a home connected to this exchange)
* The BT Agent said this fault could take sometime to resolve and a resolution by end of the week is looking unlikely.
This is absoutley disgusting, im getting fed up of being given 2 different stories.  Your CSA who I tried to spoke to first said since you where dealing with it they wouldnt get updates on your internal systems so hence I did the above and phoned BT Wholesale directly.  I work for a large organization and we have dealings with BT Wholesale on a daily basis and never have we had such an issue.  If its with there specialised team and they work 9-5, then so much for "BT Faults work 24/7" from one of your CSAs.
I realise this is a BT issue but since your our ISP and secondly a company owned/operated by BT we are getting such poor service. 
itsme
Grafter
Posts: 5,924
Thanks: 1
Registered: 07-04-2007

Re: 8 Days No Broadband? POOR SERVICE

Don't you believe the true status lay somewhere between what BTw and PN are telling you. I would say that 'there is no engineer assigned to the case' can't be true as BTw are saying the the fault is going to correct itself without intervention.  What it probably mean is no engineer has been specifically assigned to your fault but to the major outage.  Do you know what the major outage is?
jamieBL
Newbie
Posts: 7
Registered: 04-07-2009

Re: 8 Days No Broadband? POOR SERVICE

Hi there,
Well it's not a MSO otherwise it would be on the BT MSO list. 
I just want a definite answer instead of loads of stories, if it's going to take till Friday I'd rather know than being told different things as it's confusing and is making us more agrevated because of this.
Regards

Jamie
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: 8 Days No Broadband? POOR SERVICE

Jamie,
Quote
Comment added by supplier: 15 - We have identified a potential common card fault;Transmission Engineer dispatched to exchange to investigate;we will update you when completed.

That's from BT Wholesale.  Which suggests that your fault was being worked on at the time.  As to whether or nor it's an MSO, it's probably a question of semantics.  It appears to be something affecting a number of customers as far as I can tell. They've asked that you retest the service again - I'll pass your ticket back to you.
Wholesale faults are open 24/7 (I've called them at various times of the day).
Let me know if what they've done has made any difference.
jamieBL
Newbie
Posts: 7
Registered: 04-07-2009

Re: 8 Days No Broadband? POOR SERVICE

Hi James,
Service has come back about 1am this morning, however it had been on for 12hours on Tuesday so I shall monitor over the next few days.    Thanks for your assistance with this James most appreciated.

Jamie