About drw

drw · ‎28-02-2016

Again thanks - re the contractor liaising with Openreach and electricians and security company - I agree they should, however they said up front that they do not do any liaising.

drw · ‎26-02-2016

Thank you all for your help I think I have enough information to proceed.

drw · ‎24-02-2016

Thank you - do I need to get OpenReach to do the work and if so how do I get hold of them. Plusnet receive the line rental fee.

drw · ‎23-02-2016

Re the wall it is tile clad so it would be a challenge to get to the timber panel behind the tiles.

drw · ‎23-02-2016

Thanks for the replies: The wire crosses part of the neighbours front garden. The connection at the bargeboard is "torpedo" shaped. So far the barge board company have said that they do not touch cables, as there is a burglar alarm and some security lights fastened to the soffits I will next contact the burglar alarm people (who are also electrical fitters) to see if they can do it as part moving the alarm. If I use OpenReach I fear that is that my schedules and their schedules are difficult to synchronise.

drw · ‎23-02-2016

In the next 4 months I will be having some work done on the house, specifically replacing the barge boards. The telephone line from the telegraph pole to the house is attached to the barge board at the front of the house. I will need the telephone wire to be detached from the barge board while the barge boards are replaced. The people doing the barge boards are saying they cannot touch cables or wire so I assume that I will need Openreach to be involved. How do I contact Openreach and arrange for the work. How much lead time will they need. I do not want to be disconnected from the telephone/internet any longer than required. Thanks for any help

drw · ‎02-05-2013

I have had several days of low download speed on the FTTC connection. I ran the appropriate test and after several days the speed returned to normal. The response on the ticket was no fault found and performance is normal. In closing the ticket I have only one option - that means that the Fault has been cleared and resolved. I want an option that indicates that the fault was not identified or cleared but it evaporated and the problem could still be around to strike again. Perhaps a Question Mark ? or whatever the symbol is for a shrug of the shoulders.

drw · ‎05-02-2013

You do appear to make heavy weather of every thing you approach. If you read the Direct Debit documentation you will see that the payee is very protected. If you use the ticket or question system you can avoid long telephone waiting times. If you look at the current call backlog status on the web site you can identify the best times to call PN.

drw · ‎05-02-2013

I suppose that as I have a Plusnet subscriber for about 9 years I am also a very satisfied customer as well. So thank you PN staff.

drw · ‎04-02-2013

Following on from rDNS issue I think that the sign up forms for the various services should include the following questions Do you want the rDNS status to be anonymous What status do you want yout telephone number to be Ex directory, directory only, Directory Inquires only, or fully visible. Other questions to be identified based on the number of Tickets raised on a common issues. PN know the topics that are asked and can get them identified in the customer set up process.

drw · ‎07-05-2009

Thank you for the concise answer Regards

drw · ‎06-05-2009

The title expresses the difficulty I am having in getting a clear concise answer from the ticket system. On the 25th April 2009 I raised a question 28613137 to determine why my allowed transfer quantity had been reduced. So far I have had a stream of answers from the CS staff, no one has given me a complete answer such that I have no need to ask any further questions. I have a feeling that the CS agent gets more points for batting a question back quickly rather than fully answering the question such that the issue can be closed. In some industries the concept that I am looking for is called "Completed staff work" ie the person answering the question not only answers the initial question but also provides all the information such that the questioner has no need to ask any supplementary questions. One of the reasons I like Plusnet is the ticket system as it keeps a record of events visible to both the customer and the CS staff as to what has been said and agreed to. This being a far better system than the one sided system used by other ISPs. So please do not use it as a ticket ping pong system.

drw · ‎22-04-2009

Thanks for the response - I look forward to the new links - you might see a small reduction in calls to to the help people as more people learn to use the more publicised facilities

drw · ‎18-04-2009

I have looked and I cannot see a link there to the email registration for status emails.

drw · ‎18-04-2009

You all know your way around the Plusnet web site far better than I do. The instructions you give do not demonstrate a clear and sensible route from the main Plusnet website that I use to log into to get to the page where one can register to receive status emails. I found out how to register to receive status e-mails from Plusnet from a direct reference to the page on a forum sometime in the past. Why am I raising this topic. I was reading a thread on another forum about a Plusnet user that was cut off and could not get a sensible explanation from the Plusnet help desk nor any expectation of when he would be reconnected. The cause was most likely due to the east London cable breakage. He was using the local library computer to keep in contact during the outage. When I suggested that he should register to receive status emails from Plusnet he could not find out how to do it - I then groped around the Plusnet web site and eventually discovered the web page to and was able to give the user the URL of the registration page. The route from the main Plusnet sign-on page to where one can register to receive status emails is not intuitive or logical. The capability and the way to do it should be made easily visible.

drw · ‎16-04-2009

but why should I assume that the "Plusnet Community" heading would lead me to useful facilities that would enable me to sign on to receive a Plusnetservice.

drw · ‎15-04-2009

Starting from being a logged on user of Plusnet I was trying to give advice to another user on how to register to receive emails documenting problems, fixes etc etc. Which is a very useful service. The option is hidden away behind a vague heading called The Plusnet Community - this heading totally misrepresents the resources hidden behind it. Please detail the facilities on the Help and Support panel. To me a community brings to mind a mass of people sitting in a pub or parish hall chattering and imbibing refreshments of their choice.

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