correcting a problem is good customer service - very poor in this case
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correcting a problem is good customer service - very poor in this case
10-09-2013 6:08 PM
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Add to that the time you have to wait to speak to somebody - 30 mins last night - appalling!!! I was lucky tonight - only 12 mins!
Do not use Plusnet
Re: correcting a problem is good customer service - very poor in this case
10-09-2013 6:44 PM
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Re: correcting a problem is good customer service - very poor in this case
10-09-2013 6:48 PM
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Re: correcting a problem is good customer service - very poor in this case
10-09-2013 11:01 PM
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Re: correcting a problem is good customer service - very poor in this case
11-09-2013 7:56 AM
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Re: correcting a problem is good customer service - very poor in this case
11-09-2013 9:23 AM
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Sorry to hear that you've not had your speed issue resolved, I've taken a look over your connection and have noticed that the the SNR margin was quite high. I've placed a SNR reset to rectify this which has now taken effect and your sync speed has increased to 3.2Mb/s.
Your line is now in a 10 day training period so it's advisable to leave your connection on and stable during this period.
Apologies for the wait on the phone too, we don't aim to leave anybody waiting on the phones and will always answer asap, our call wait times can be viewed here.
Let me know if that helps and how you get on.
Re: correcting a problem is good customer service - very poor in this case
11-09-2013 10:17 AM
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I've taken a look over your account and can see you've had an ongoing fault, have you tried a speed test on more than one computer?
Re: correcting a problem is good customer service - very poor in this case
18-09-2013 7:11 PM
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Thanks for the reply and SNR reset. line has bee stable since and good (for my line) 2.9m speed consistently, which is what I normally achieve (has been >3m). So thanks for that, fingers crossed it stays that way.
What I can't understand is;
1. why you took the action but the person I spoke to on the phone was not prepared to take any action, just recited the standard script?
2. what caused the problem in the first place
3. why the person i spoke to was not interested in finding out the problem.
In response to Oldjim - no fault report completed as I reported by phone
A frustrated dave and bev
Re: correcting a problem is good customer service - very poor in this case
19-09-2013 10:15 AM
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Really sorry about that. I'll make sure it's fed back to the agent concerned, though can't really advise why he didn't do his job as he should - rest assured though that this will be the main theme of the feedback
![Sad Sad](/html/@5863905B9AC6EE4F2B28C1A2965ABC0C/images/emoticons/sad.gif)
As for what caused the problem, usually a drop in sync speed is caused by interference on the line leading to dropped connections - it does seem like your connection isn't as stable as it could be from looking at the graph here:
<img src="http://community.plus.net/visualradius/generated/image13795820605028.png"/>
Hopefully the reset will let the line retrain to its best possible speed, if it doesn't then we'd need to get a fault raised to investigate the drops in connection. Once those are sorted things should get back to normal
Re: correcting a problem is good customer service - very poor in this case
25-09-2013 7:25 PM
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All looked promising then......... speed is now dropping, looks like like router has dropped out 4 or 5 times over last few days - same problem as you described? Perhaps time to investigate the line?
Cheers
Re: correcting a problem is good customer service - very poor in this case
26-09-2013 9:51 AM
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We're still seeing drop outs and also long periods where the router is disconnected, are you disconnecting or powering off the equipment yourself for any reason? No problem in doing that occasionally by the way but multiple disconnections will cause the downstream speed to drop:
<img src="http://community.plus.net/visualradius/generated/image13801852479212.png"/>
Either way I'd get a fault raised straight away there's a link for that in Oldjim's reply to this thread.
Adam
Re: correcting a problem is good customer service - very poor in this case
26-09-2013 7:19 PM
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not quite sure I can interpret the graph,
![Undecided Undecided](/html/@B2520ED9758574DA4DA10314C4B1AB94/images/emoticons/undecided.gif)
however your interpretation is agreeing with what I am seeing on the router stats. No I am not disconnecting or powering off - it is actually on a UPS so shouldn't be any interference/drop outs due to mains electricity.
Not sure why, when you can see there is a problem, I have to raise a fault - when you could easily do this and probably obtain a faster response that me?
![Sad Sad](/html/@5863905B9AC6EE4F2B28C1A2965ABC0C/images/emoticons/sad.gif)
Best
Daveandbev
Re: correcting a problem is good customer service - very poor in this case
27-09-2013 1:37 PM
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Re: correcting a problem is good customer service - very poor in this case
28-09-2013 8:09 AM
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If the router is faulty - given that you supplied it and it is ~ 7 months old, do I still get charged £60?
Can't you tell from your end if there is a problem with the router?
Thanks
Re: correcting a problem is good customer service - very poor in this case
28-09-2013 7:48 PM
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When you get to the last question there is a box to provide additional information: enter into that something along the lines that "you haven't tried a different router because you don't have a spare to try. Would it be possible to borrow on?". Then submit the fault report.
This will enable the faults team to start line tests. If these show the router could be faulty they'll be in touch before an engineer is called.
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