GD,
What help are you wanting from the forums?
PlusNet's Complaints Code of practice is explained here -
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml?You can submit your complaint on line here -
https://portal.plus.net/wizard/?p=wizard&page=22909&wizard_id=38 - or by written letter to...
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If you're a residential customer, write to:
Customer Relations Team
Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU
If you're a business customer, write to:
Business Support Team
Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU
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The online complaints form states...
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To allow us to deal with your complaint as efficiently as possible, please include this information in the box below.
•A summary of your complaint in under 400 words
•Whether you would like us to phone you (please specify a number) or reply to your ticket online
•Our working hours are Monday to Friday 0900-1730 and we will respond to your complaint within 5 working days
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Other than discussing a fault / issue condition within the "complaints" process in a call initiated by PlusNet, there is no verbal communication route from the user to PlusNet. Is there something you've read somewhere which leads you to believe there is a complaints route you have been prevented from using? If yes, where did you read it? Note this is quite a different question to what you, I or others think there
ought to be - PlusNet have published their Code of Practice and it is what it is.
If you cannot resolve your issues with PlusNet there are escalation routes of which you are aware, though if you are still within 8 weeks of the first
formal raising of the complaint, then you will need a dead-lock release letter from PlusNet to escalate earlier than this.
I have reviewed all of your postings, going back to 9th July... the day after you became a customer, so if my calculations are right you are just about at the point where you can escalate the issue to external bodies. I can find very limited clues of what is the problem you want to complain about other than you want to complain that you found accessing the complaints process difficult.
http://community.plus.net/forum/index.php/topic,129059.msg1122135.html#msg1122135 - a response from one of the best DCT guys suggests a data transfer issue on ONE of your connected devices and some reference to a DNS issue. In the absence of details, this rather sounds like a user device configuration issue, rather than the internet service itself.
http://community.plus.net/forum/index.php/topic,131031.msg1142294.html#msg1142294 - six weeks later reference to "multiple drop outs of 5 minutes to
nearly and hour" at a time when there were wide spread BTOR authentication issues. Also reference to having received "over £100" compensation - but no real detail of what your issues are / were.
This thread says the most about your technical problem than any other...
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i have a terrible broadband connection that keeps dropping out and Plusnet won't deal with it. Today's download speed was just below 3mb.
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However there is no indication of what has (if anything) been identified to be wrong - there are indeed issues which are not within PlusNet's (BTOR's) remit to address - for example faulty end user internal extension wiring or REIN. If you could provide the information requested, there is some possibility that forum members might be able to help you resolve these issues. You do not need to be overly IT or technically literate just capable of following a few straight forward instructions. If aging clerics can do this, I am sure you can.
The thread pointed to by several respondents takes you through the basics of trouble shooting the exact problem you describe...
1. Phone line - is it clear and free from noise? Dial 17070 option 2 using a corded phone plugged into the master socket. If it is in anyway noisy then raise a fault with your phone line provider before trying further to fix the broadband fault.
2. Are there any extension sockets / wires? If yes are they wired from the front or the back of the master socket? Are they daisy-chained (wire runs from one to the next, to the next...) or are the star wired - all extensions wired from the master socket?
3. Is the router plugged into the master socket? If not can you also post stats with the router in the master socket so that any difference can be seen.
4. Gather and post the following information
- Full router stats
- BT Wholesale speed test - further diagnostics results
- "Current Speed" from the PlusNet portal
- Router model and firmware version number
5. A clear description of the problem as you see it
- When you say "disconnections" are you certain that they are xDSL / PPP disconnections or is there the possibility that there has been a break in the WiFi connectivity? I sometimes find in one spot of my house that a 90 deg rotation of my iPad can may the wifi connectivity very sluggish.
Hope this will help move you forwards. You have two choices - keep on complaining about the complaints process or help yourself to the free advice being offered here from a number of very experienced users. Intermittent connectivity issues can arise from a multitude of issues - many of which are outside of the suppliers remit, ability or obligation to resolve. For such matters help to eliminate or mitigate might be found here... if only you were to supply some appropriate information.
This will give enough information to see just how well (or poorly) your line is doing against expectations.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
