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no internet for 2 days now has cost me around £1000

tony8436
Grafter
Posts: 196
Registered: 16-12-2010

no internet for 2 days now has cost me around £1000

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13 REPLIES
Community Veteran
Posts: 3,789
Registered: 08-06-2007

Re: no internet for 2 days now has cost me around £1000

If you require an internet connection with a guaranteed SLA, you should not be conducting business on a Broadband service.  ADSL is provided as a "best effort" service.  For your requirements you should be looking at a leased line
However, if you could post some information about your fault, then we may be able to provide assistance.
B.

tony8436
Grafter
Posts: 196
Registered: 16-12-2010

Re: no internet for 2 days now has cost me around £1000

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Community Veteran
Posts: 26,718
Thanks: 929
Fixes: 10
Registered: 10-04-2007

Re: no internet for 2 days now has cost me around £1000

What account type you are on please.
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)
tony8436
Grafter
Posts: 196
Registered: 16-12-2010

Re: no internet for 2 days now has cost me around £1000

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Community Veteran
Posts: 26,718
Thanks: 929
Fixes: 10
Registered: 10-04-2007

Re: no internet for 2 days now has cost me around £1000

Could I point out to you some extracts from http://www.plus.net/info2/legal/index.html which have a direct bearing on your demands:
Quote
3. The services and equipment we provide to you under these terms must not be used for business purposes.

Quote
36. Unless the service terms say otherwise, we have no responsibility to pay you compensation for financial loss, for any information which is lost or corrupted, or for any loss that could not have been reasonably expected because you have used the service or equipment we provide for business.
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)
tony8436
Grafter
Posts: 196
Registered: 16-12-2010

Re: no internet for 2 days now has cost me around £1000

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matt_2k34
Grafter
Posts: 1,300
Registered: 09-07-2007

Re: no internet for 2 days now has cost me around £1000

they will check the radius logs, you probably had several disconnections in one go - which has meant BT (Not PlusNet) have set a restrictive profile.
Router stats would be helpful.
Blaming pn for something which may not even have been there issue, then complaining on the forums wont help much.
Remember, PN (and other providers) use BT network (most anyway) if you have an issue (which has caused the disconnects) you'll only take the problem with you.
You'd be better to look at the problem and try and resolve it - even if you plan on moving.
Regards

*edit* also - if your adsl service is so premium, why have you not:
a) got a leased line, as barry had said
b) got a business package, to get priority support
c) got more than one line, to ensure you have resilience at all times.
Community Veteran
Posts: 26,718
Thanks: 929
Fixes: 10
Registered: 10-04-2007

Re: no internet for 2 days now has cost me around £1000

I don't think you'll find another ISP who would give you compensation!
If you want an SLA you'll need to do as Barry suggested.
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)
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: no internet for 2 days now has cost me around £1000

Quote from: tony8436
my wifes work relies on the internet and I also make money online,

Surely PN's T's & C's for domestic packages prohibit use for business purposes? Shocked
I just wonder if that's a civil or potentially criminal (e.g. computer misuse act) offence...... Cry
You do seem to have pleaded guilty already.  Crazy
Community Veteran
Posts: 26,718
Thanks: 929
Fixes: 10
Registered: 10-04-2007

Re: no internet for 2 days now has cost me around £1000

@HPsauce See first quote on reply #5
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)
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: no internet for 2 days now has cost me around £1000

It's a message worth repeating.  Cheesy
(especially for those of, shall we say, "poor commercial judgement" - though I suspect that "goodbye" was final)
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: no internet for 2 days now has cost me around £1000

Quote from: tony8436
then goodbye plusnet

Tony - You will see very similar terms for most (if not all?) residential broadband services.
If you could post your router stats (synchronisation speed, etc) then we may be able to indicate where the problem is.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: no internet for 2 days now has cost me around £1000

Hi Tony,
I've just gone through your fault ticket and can see that you've reported a noisy line, and that we don't supply your phone service. If the line is still noisy with a single phone plugged into the master socket (and everything else removed, including the router) then you should report this to your phone provider and they'll fix it for you - don't mention the broadband though, just that the phone line is noisy otherwise they'll refer you back to us and in this case I'm afraid there's nothing we can do until the noise is removed.
Once that's been fixed you should find that the intermittent broadband connection is gone.
Hope that helps,