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On hold > 100 mins to discuss ongoing BB fault. No progress.

Bri
Newbie
Posts: 1
Registered: 12-12-2015

On hold > 100 mins to discuss ongoing BB fault. No progress.

I have an ongoing broadband service reliability issue, the support ticket for which has been closed.
To re-raise it I've been put on hold for more than 100 mins in total. I actually got as far as speaking to a tech support engineer today at about 11:15. He put me on hold too while getting a test report from the exchange.
The call got disconnected soon after he took me off hold.
No there's still no support ticket to follow.
Rather than go through this again I may as well just cancel the direct debit & find a new provider.
3 REPLIES
Community Veteran
Posts: 470
Thanks: 34
Fixes: 2
Registered: 26-09-2015

Re: On hold > 100 mins to discuss ongoing BB fault. No progress.

Don't do that.  If you cancel the service it will be a new install from your new provider, with consequential delays in getting service reinstated and probably cancellation and activation charges. 
What I'd suggest is to re-raise the fault online, if you can do so, and also raise an online complaint to see if someone will take it in hand. 
Community Veteran
Posts: 38,423
Thanks: 1,008
Fixes: 58
Registered: 15-06-2007

Re: On hold > 100 mins to discuss ongoing BB fault. No progress.

to raise the broadband fault again go to https://faults.plus.net
Community Veteran
Posts: 26,534
Thanks: 776
Fixes: 9
Registered: 10-04-2007

Re: On hold > 100 mins to discuss ongoing BB fault. No progress.

To raise the complaint: https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38
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)