Migration Query

[#1]

My understanding from talking with James Bailey from plusnet today is that the BT account manager is unlikley to get involved and just pass the problem on to the team leader at HLE......which is where we are at the moment........
I was also told a 60m piece of cable has to be replaced E-side of the cabinet, this is the work that will take approx 2 weeks to complete.......I fail to see how this can take two weeks.......
Apparently James will get more info from team leader of HLE  tomorrow afternoon........
What baffles me is that it seems PTO changed me to another cable, so why not just switch me back to the cable that was working in a fashion so I get some broadband at least while they replace the 60m cable......?
There must be some temporary method of supplying me some sort of broadband in the meantime......for example,surely there should be some 'spares' at the cabinet they can switch me to?....just while they sort  out the 60m cable problem.......or run a temporary cable in the meantime.......?
Its not rocket science after all......

[#2]

Hi dogwhisperer,
HLE will continue to deal with this as they are in the best capacity to get the cabling work done. Our BT account manager will be overseeing the work as mentioned.
Separate to this we are working with HLE management to rush through getting your service reconnected back on to the same pairs so we can at least provide you with some service. And as mentioned before we do see 2 weeks wait as entirely unacceptable so we are pushing back hard to request that this is done sooner.

[#3]

Hi there,
As I mentioned earlier on today, I should hear further information by tomorrow afternoon (if not I'll chase them again).
We have asked if there is a temporary fix and it appears that your previous pair (although we don't believe that this is the root of the problem) is unavailable.
I'll have further information for you tomorrow.

[#4]

BT are just telling you more lies as they have done before......how do you manage to fall for it every time?
What good is having a BT account manager involved, its not like you can threaten to go to another supplier, I just don't understand the point of having an account manager with a monopoly set up.....
Currently BT are telling you that a 60m cable needs replacing to fix the problem from E-side of the cabinet......I am finding it hard to believe this will fix the problem.......The reason being is that I have sync (albeit not great around 2000 but enough to get broadband of some sort) from the exchange but my router shows no up time and hence I have no internet.......this symptom points to a login issue and or a jumpering / wiring issue at the exchange.
The 60m cable may well need replacing, but with a sync speed of around 2000 that wouldn't stop me getting the internet, so there must be another problem at least......
Maybe you two should speak before you post here......Adam tells me that he is trying to get BT to put me back on the 'working' pair I was on before and James tells me thats not available any more, Adam tells me that the BT account manager will be overseeing things and James told me by phone that he will most likely pass the problem on to someone else........
You would think there would be some working pairs at my cabinet for BT to switch me to, or how else would they be able to activate a new customer to broadband?
I just don't believe more can't be done to get me a working broadband of some description.
Its up to plusnet to get this sorted with BT......
With the information provided above I expect to have a working broadband of some description by the end of today......I won't accept anything else.......

[#5]

dogwhisperer,
Me and James are both now dealing with this and are communicating before we post anything to you. It seems that the news about the old pair being unavailable came to light after I left the office yesterday.
We can't make you any promises other than that we will do all we can. We'll carry on as was and will report back to you this afternoon.

[#6]

Not good enough......
What about the points in my post I mention about why replacing the 60m cable on its own is no good and how I have sync and no internet?
Its no good you just responding to my posts with what you want to cover your short comings......

[#7]

Quote from: adamwalker

dogwhisperer, It seems that the news about the old pair being unavailable came to light after I left the office yesterday.

So how was James Bailey able to tell me by phone yesterday afternoon at approx 3pm that the pair I was on was not available any more?
You clearly do not communicate effectively with each other.

[#8]

Hi,
I can assure you that I have spoken to Adam at length.
When I said that our Account Manager would assign your issue to another member of staff - this is normal practice.  Our Account Manager is not a BT Engineer and as such will be unable to resolve your fault directly.  However, they will be able to assign the task to a senior member within BTs fault resolution hierarchy - much as I have by speaking to the Head of the HLE team.
I will be in touch later on today but I really do have to point out that resolution by the end of the day is extremely unlikely due to the amount of work required to resolve your fault - the pair that you are currently connected to is not ultimately the cause of the problem, but the unbalanced cable is likely to be the root cause.

[#9]

Quote from: adamwalker

dogwhisperer, Me and James are both now dealing with this and are communicating before we post anything to you. It seems that the news about the old pair being unavailable came to light after I left the office yesterday. We can't make you any promises other than that we will do all we can. We'll carry on as was and will report back to you this afternoon.

I don't see anywhere in the code of conduct plusnet signed up to with http://www.ispa.org.uk/  that plusnet can become 'defensive', and ignore what the customer is trying to tell them and just defend their own corner.....and avoid / ignore customer questions....
As you know we are at level one complaint with ISPA and your are well on your way to making it level 2......

[#10]

Quote from: Jameseh

Hi, I can assure you that I have spoken to Adam at length. When I said that our Account Manager would assign your issue to another member of staff - this is normal practice.  Our Account Manager is not a BT Engineer and as such will be unable to resolve your fault directly.  However, they will be able to assign the task to a senior member within BTs fault resolution hierarchy - much as I have by speaking to the Head of the HLE team. I will be in touch later on today but I really do have to point out that resolution by the end of the day is extremely unlikely due to the amount of work required to resolve your fault - the pair that you are currently connected to is not ultimately the cause of the problem, but the unbalanced cable is likely to be the root cause.

You seem to suffer from 'selective' reading as well......
I will give you another chance to read and respond to my post in full.......
BT are just telling you more lies as they have done before......how do you manage to fall for it every time?
What good is having a BT account manager involved, its not like you can threaten to go to another supplier, I just don't understand the point of having an account manager with a monopoly set up.....
Currently BT are telling you that a 60m cable needs replacing to fix the problem from E-side of the cabinet......I am finding it hard to believe this will fix the problem.......The reason being is that I have sync (albeit not great around 2000 but enough to get broadband of some sort) from the exchange but my router shows no up time and hence I have no internet.......this symptom points to a login issue and or a jumpering / wiring issue at the exchange.
The 60m cable may well need replacing, but with a sync speed of around 2000 that wouldn't stop me getting the internet, so there must be another problem at least......
Maybe you two should speak before you post here......Adam tells me that he is trying to get BT to put me back on the 'working' pair I was on before and James tells me thats not available any more, Adam tells me that the BT account manager will be overseeing things and James told me by phone that he will most likely pass the problem on to someone else........
You would think there would be some working pairs at my cabinet for BT to switch me to, or how else would they be able to activate a new customer to broadband?
I just don't believe more can't be done to get me a working broadband of some description.
Its up to plusnet to get this sorted with BT......
With the information provided above I expect to have a working broadband of some description by the end of today......I won't accept anything else.......

[#11]

dogwhisperer,
I didn't actually see James after 3pm yesterday. As mentioned we are doing all we can. I can fully understand why you may have a such negative view of us and our suppliers at this stage but we are committed to helping you out here.
I'm sure you can agree that this would be far less painful for us all if this could be resolved today as it is really not in our interests to prolong this issue at all. With that in mind we'll continue to proactively chase for updates and will pass them on to yourself as soon as we have them.

[#12]

You told me you speak to James before you posted yesterday, now you tell me you didn't see him, yet you both posted towards the end of the day yesterday.....
You cant have done both......

[#13]

Perhaps if you put the same effort in with getting BT into action as you do defending your corner or arguing with me then you might actually get somewhere......

[#14]

dogwhisperer, whilst I can understand your frustration and annoyance I don't think you are helping yourself by your rude and almost offensive remarks to those trying to help you. From experience James an Adam do put themselves to do as much as possible to sort out faults.

[#15]

Quote from: Jameseh

I will be in touch later on today but I really do have to point out that resolution by the end of the day is extremely unlikely due to the amount of work required to resolve your fault - the pair that you are currently connected to is not ultimately the cause of the problem, but the unbalanced cable is likely to be the root cause.

I'm with dogwhisperer on this. If his router is syncing at 2000 but unable to log in, the cable may not be perfect, but it can't be that bad either.
It's blindingly obvious that either something is incorrectly jumpered at the exchange or Plusnet have something configured wrongly.