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perfectly good connection until i switched

davenash
Newbie
Posts: 6
Registered: ‎30-04-2013

perfectly good connection until i switched

Less than impressed so far. I had a perfectly good working broadband connection yesterday. Switched to plusnet today & now have none.
Your engineer also suggest my equipment may be at fault & raised the possibility of a £60 charge. How can my equipment be faulty. It has worked perfectly well for the last 8 years i have lived here. The common factor here is plusnet.
Frankly not good enough. What is it that you can't get right that my previous provide could?
now left hanging with ni connection.
one other thing. 25 minutes waiting to get through on the phone is unacceptable, feephone or not.
9 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,549
Thanks: 253
Fixes: 69
Registered: ‎27-04-2007

Re: perfectly good connection until i switched

I'm really sorry to hear about the problems you've had since transferring to us.
I've just taken a look at what's already been noted on your account and one thing that hasn't been noted so far is if your line is currently working to make or receive calls?
I've just tried calling you on the landline to check but there was no answer (FYI lines can ring out even if there's a fault).
Can you confirm if you currently can make and/or receive calls?
Let me know and I'll get back to working on this again for you. Incidentally this is so far looking like it may be a fault that's occurred as part of moving over so we will do our utmost to help get that sorted as quickly as possible.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
davenash
Newbie
Posts: 6
Registered: ‎30-04-2013

Re: perfectly good connection until i switched

Adam,  phone is working fine. I have made calls & heard the phone ringing but was unable to take the call.
thanks for the reply.
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: perfectly good connection until i switched

Just FYI davenash it sounds like the common factor here is Openreach who haven't yet completed the transfer correctly, anyway I'm sure Adam will chase this up.
The £60 charge is a standard statement and would only apply if an engineer had to attend and IF the problem was in your equipment.
Out of curiosity is the DSL/Broadband light on your modem/router lit up and rock steady? I also assume it's not locked to your previous provider so you can enter your Plusnet user details OK?
Plusnet Help Team
Plusnet Help Team
Posts: 13,549
Thanks: 253
Fixes: 69
Registered: ‎27-04-2007

Re: perfectly good connection until i switched

The main reason I asked about the state of the phone service is that a test I ran earlier did indicate a possible issue there (a disconnection in the exchange) this is also reflected on a test more relevant to broadband too (a copper line test for anyone wondering) so I'm raising this as a potential line problem as such issues can usually be resolved fairly quickly without the need for an engineer to visit. In case you might be wondering how can this be right when my phone seems to be fine, such line issues can be picked up that might actually affect broadband more noticeably than the phone service.
I'll update ticket 68983212 as soon as I've finished logging the fault report with our phone suppliers (Openreach).
UPDATE:
Just to let you know a fault on the Openreach side of the MDF (main distribuition frame, where lines terminate at the exchange) has been identified so we fully expect this to be fixed soon.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
davenash
Newbie
Posts: 6
Registered: ‎30-04-2013

Re: perfectly good connection until i switched

Thanks for the update.  Any chance you can define soon?
i signed up for a 30/4 go live date. Frankly blaming openreach is poor & a bit of a cop out.
the connection i had prior to switching was installed without hitch & ran smoothly for a number of years.  I have switched to plusnet & have no connection as you are my provider not openreach the problem lies firmly at your door.
still fjrmly unimpressed.
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: perfectly good connection until i switched

Whilst nobody will disagree with you that it's Plusnet's problem as they are the ISP, Openreach are under considerably more pressure in recent times (mainly since the uptake of fibre), they don't have enough staff and they aren't as well trained in the main. And unfortunately no ISP can dictate when Openreach do whatever, they are a bit of a law unto themselves and ISPs/CPs have to follow certain procedures, book slots whatever, which Openreach may cancel at last minute as well!
Openreach probably didn't exist as a separate entity when you last switched, it was probably plain old BT.
Plusnet Help Team
Plusnet Help Team
Posts: 13,549
Thanks: 253
Fixes: 69
Registered: ‎27-04-2007

Re: perfectly good connection until i switched

@davenash
It's been reported back that the fault should be fixed now and I can see you're back online, just tried calling to confirm but no one answered so let us know if all is well now.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13674952414067.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
davenash
Newbie
Posts: 6
Registered: ‎30-04-2013

Re: perfectly good connection until i switched

Up off nights & connection finally up & running.
Plusnet Help Team
Plusnet Help Team
Posts: 13,549
Thanks: 253
Fixes: 69
Registered: ‎27-04-2007

Re: perfectly good connection until i switched

Thanks for letting us know, I'll get the ticket closed, just give us a shout if you see any more issues.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team