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Customer service is awful

leeanthony
Grafter
Posts: 372
Registered: 27-07-2008

Customer service is awful

What happend?
Ticket responses USED to happen within hours, and several responses daily.
Now you get 1 response a week if your lucky.
As for the forum support, lets be honest.. Its dead without James, the other guys arent even HALF as helpful.
Ive been trying to get assistance for a week, and I just feel ignored constantly.
.....
Get your guys dealing with the tickets to pull there fingers out, and recruit some more James's for the forums.
10 REPLIES
ClaretMatt
Grafter
Posts: 79
Registered: 28-08-2009

Re: Customer service is awful

Or alternatively they could fix the problem that's creating the extra tickets in the first place.  Nothing takes two weeks in a world where uptime is everything
Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Customer service is awful

Ticket responses in the CSC are currently at an average of 2 days, 52 minutes and 44 seconds for response. We know and acknowledge this isn't ideal which is why the CSC is working extremely hard to bring this down.
@leeanthony
Looking at your tickets, there is one with one of our specialist teams to look into port requests and traffic management, unfortunately these tickets *do* take some time to respond to but I'll chase it up for you with the relevant team in the morning.
The other ticket is related to your sync speed reducing. We can't directly influence your IP Profile, this is set based on your sync speed. To further investigate any potential fault we need you to test in the master socket and see what sync speeds the router is achieving then. If we don't do this, and get to the stage of needing an engineer to investigate your fault and they find it's your internal wiring causing this, they can apply a £144+VAT charge. The tests we ask you to do are designed to cut down on the change of this charged being applied.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
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leeanthony
Grafter
Posts: 372
Registered: 27-07-2008

Re: Customer service is awful

Im responding to my problem all of the place now, but ive already said in one of my other threads about this that ive already had a bt engineer here. hes already re wired everything, fitted new faceplates, ran local tests and even an eclipse test at the exchange. he assures me there is no fault or any problems with my telephone line
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Customer service is awful

Do you get different speeds in the test part of the master socket? Or is it the same?
leeanthony
Grafter
Posts: 372
Registered: 27-07-2008

Re: Customer service is awful

I didnt think there was any point trying?
Test socket I might connect higher, but thats not gonna help my downloads is it.....
Im currently connected at 6meg, but I can still only download at 300kb/s because thats what my downloads are capped at, due to the stupid profile..
leeanthony
Grafter
Posts: 372
Registered: 27-07-2008

Re: Customer service is awful

http://community.plus.net/forum/index.php/topic,81175.0.html

If Plusnet are unable to help me, BT are unable to help me.. Then who the hell can help me?
Community Veteran
Posts: 1,850
Registered: 04-04-2007

Re: Customer service is awful

I've responded to your other post.
No one is saying that your issue cant be solved, it can and will be but we've definately got more work to do.
Mark
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: Customer service is awful

Quote from: leeanthony
I didnt think there was any point trying?
Test socket I might connect higher, but thats not gonna help my downloads is it.....

There is every point in trying! If you are connecting at a lower speed when not using the test socket it means something is causing it to sync at lower speeds and that something, if it causes the noise margin to go down too low,  could easily cause disconnections as well. Syncing at a lower speed and/or disconnections could lower your IP Profile.
You need to totally forget about your download speeds at the moment and concentrate on getting your line stable with no disconnections and a sensible target noise margin. Do that and the improved speeds will come (you need to address the cause, not the symptoms).
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)
leeanthony
Grafter
Posts: 372
Registered: 27-07-2008

Re: Customer service is awful

ok I will try it the test socket in a few days, I dont want to disconnect my router just yet I did it yesterday. Im not getting disconnects though btw, the line is stable
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Customer service is awful

Quote from: leeanthony
Im responding to my problem all of the place now, ........................................................
Well I'm afraid that isn't going to help. Whilst I understand the frustration about ticket response, posting all over the place will not help you, it will make it more difficult to follow what is happening with your problem, and any other issues which might be inter-related. It can also irritate the people whose threads you post in as well as those trying to help them.
Quote from: leeanthony
................................................ ive already had a bt engineer here. hes already re wired everything, fitted new faceplates, ran local tests and even an eclipse test at the exchange. he assures me there is no fault or any problems with my telephone line
I'm not sure if you have a complete understanding of who is responsible for what, so here's an explanation -
You get your Broadband service over a pair of telephone wires. You pay Line Rental for those wires and a telephone service to a provider who has the main responsibility, to the customer - End User (EU), for this. The Broadband supplier (ISP) only has the responsibility of providing an acceptable (within the definitions) service over those wires. If the wires go faulty, this often appears as a problem on the telephone service.
These days you are provided with a line to the telephone exchange which terminates on your property in Network Termination Equipment (NTE) which is normally a Master LineBox. Beyond that anything connected, extension wiring/sockets/phone/modems etc is your responsibility, it's called "Self Install". This is why YOU are required to carry out a number of tests and checks to ensure it is not your own equipment or installation causing the problems or face a charge of £144+VAT from BT which is passed to your provider and then you (read page 5 of the Phone book as far as basic service is concerned).
The definitions of acceptable broadband service are so wide that it can be sometimes very difficult and very frustrating to pin down intermittent and obscure faults and get things fixed. These definitions are not PN's, they are industry wide and regulated by OFCOM, it doesn't matter whether you get your services from BT Retail, PN, or any other ISP or Communications provider (CP) they are all regulated by the same rules. And don't forget, whoever your CP's are, it's the same wires and usually the same equipment (unless you're LLU) at the exchange.
BT Wholesale market services to a number of ISP's and CP's and equipment and lines are maintained by BT OpenReach. BT Retail, BTw & BT OR are all subsiduary companies of BT Group and as it happens PN are owned by BT Retail, however BTw and Openreach are forced by the regulations (and the regulator OFCOM) to treat every ISP & CP equally, so it doesn't matter who you buy your services from the same rules apply.
The real problem with intermittent line faults is catching them happening with enough evidence and reporting them whilst they are happening. It is usually much easier to get this sort of problem fixed as a POTS (plain old telephone service) fault. Intermittent faults are the engineers nightmare.
Whilst you have had a previous engineer's visit and he found no fault, if an intermittent fault did not show itself, then that comes as no surprise.
If you think a phone line fault is present whilst you are at the test socket you need to confirm you can hear crackling or other intermittent noise on your phone, if you do, plug a corded phone direct into the test socket and confirm it is still present. If so, ring your phone service provider, directly to speak directly to an adviser, do so whilst the noise is still present, and try and do so quickly before you receive an incoming call because ringing on the line can often clean a bad connection. Do not use any automated tests and do not mention the broadband this is a phone fault you are reporting, otherwise you'll get given the run around. Make sure the adviser can hear the noise, get them to confirm it and log it and log it as intermittent with the request that they ensure Openreach are made aware it's intermittent.
I note, you've just tried this and an engineer is due today, but make him (politely) aware that it's intermittent. All information is not always passed to the engineer.
Clearly an intermittent fault of the type you are experiencing may not be the wires to the exchange. The POTS engineer will only be looking at the telephone side of the service. There could still be a fault at the exchange on the linecard for the broadband service, which is another reason for you carrying out tests to be certain it's not your equipment.
I understand why you do not want to lose sync, but here is another tip -
When you need to swap things around for testing, powerdown your modem/router and wait several minutes before unplugging anything that disconnects it from the line eg. it's cable, the filter, master faceplate etc. Don't do this more than 5 times in an hour, and then leave it alone for the rest of the day. This is to help prevent the exchange DLM from thinking you have a worse intermittent problem. With the current propagation/weather conditions, it's best to do this between about 0930 & 1430 when noise levels are generally at their lowest so that you get the best sync speed.
Well I hope that is of some help. You've had senior PN staff respond in your other thread, I suggest you try and keep all the problems in there.