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Author Topic: PlusNet Broadband speed drop-off?  (Read 6834 times)

Re:Broadband speed drop-off?
Reply #15 on: November 10, 2009, 13:10:10 PM
BT have to be treated like an alchoholic who doesnt want to go to meetings. The first hurdle is getting them to admit that they have a problem.
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Re:Broadband speed drop-off?
Reply #16 on: November 10, 2009, 18:33:09 PM
When I was at PN, the process was....


1) You convince us that there is a problem,

2) We convince BT theres a problem

3) BT try and convince us there wasnt a problem

Repeate 2 - 3 ad infinitum.
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  • Offline Cypher

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Re:Broadband speed drop-off?
Reply #17 on: November 14, 2009, 19:06:55 PM
Dealing with BT usually leads me to drinking the following evening.

You try convincing your client its out of your hands when BT wont admit fault and youve tested and replaced everything possible.

Seriously, does no one ever want to take responsibility and just fix it.
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  • Offline Eagle

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Re:Broadband speed drop-off?
Reply #18 on: November 15, 2009, 22:30:40 PM
PlusNet keep saying theres nothing that we can do.

However, BT have said theres a line fault.  Line faults can be fixed, no?

PN asked me to plug my connection into the test socket while they "ran some checks".  :rofl:

...a day later I was still waiting.  My landline wouldnt dial out or receive calls so I had to take it back out again.

....  :disappointed:
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Broadband speed drop-off?
Reply #19 on: November 16, 2009, 00:30:49 AM
BT dont want all these companies to be using their exchanges and lines. Most of the companies I have dealt with DSL have had the same problem of BT arsing them around with everything basically to ensure that the service isnt upto scratch and I think they even got called up on it recently by ofcom (slap on the wrists and told not to do it again).

The thing is, BT themselves arent even providing a good service for their customers to give an insentive for people to move to them.
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  • Offline Eagle

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Re:Broadband speed drop-off?
Reply #20 on: November 16, 2009, 01:55:40 AM
I was considering a move to BT... so I guess Im f**ked if PN dont get them to fix their LINE FAULT?
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Re:Broadband speed drop-off?
Reply #21 on: November 16, 2009, 09:50:57 AM
Move your router back to the test socket and plug your phone into the same filter. As Ive previously told you, so long as youre happy to stump up £140+VAT if theres no fault, Ill have a BT engineer out in 24-48 hours.

Until then, stop moaning imo.
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  • Offline Eagle

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Re:Broadband speed drop-off?
Reply #22 on: November 16, 2009, 20:53:43 PM
Quote from: Maldonado
Move your router back to the test socket and plug your phone into the same filter.

The phone doesnt go anywhere near it.

Quote
As Ive previously told you, so long as youre happy to stump up £140+VAT if theres no fault, Ill have a BT engineer out in 24-48 hours.

Until then, stop moaning imo.

Youve been helpful in the past mate but your attitude seems to be changing (along with PN policy?...)

After a good while of insisting there wasnt, PlusNet [size=18]confirmed[/size][/b] there [size=18]is[/size] a fault on the line - so there is a fault on the line (which can be fixed).

Ive agreed several times (on the helpdesk) that a BT engineer is called out but Im ignored at every turn.  Wonder why Im "moaning"?...

.
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Re:Broadband speed drop-off?
Reply #23 on: November 17, 2009, 09:49:32 AM
When do you want the engineer then?
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  • Offline Eagle

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Re:PlusNet Broadband speed drop-off?
Reply #24 on: November 17, 2009, 17:08:35 PM
Cheers.  Pretty much any time is convenient but will just need some notice due to work etc. :)  Can you arrange via the Support Ticket?

:)
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PlusNet Broadband speed drop-off?
Reply #25 on: November 18, 2009, 17:22:13 PM
As per my update on the ticket, Ive re-raised, well push it through to awaiting appointment. Please reply to the ticket stating that youve tested alternate router + filter into the test socket and accept charges if the engineer finds no fault.

As per the update, the engineer is likely to advise that we cease the service.

Edit:
Engineers do morning slots 8am - 1pm or afternoon 1pm - 6pm
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  • Offline Eagle

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Re:PlusNet Broadband speed drop-off?
Reply #26 on: November 18, 2009, 21:27:42 PM
Cheers.  Ticket updated.

Im rather puzzled though, why PlusNet keep banging on about me accepting charges when there is a confirmed line fault.

Quote
***** ******* Training/Comms 1:41pm, Thursday 29th October 2009
Dear ******,
Sorry for the delay in coming back to you. A line test has indeed shown a fault present on the line, Ill get this raised up to BT for you. As soon as theres any more information well update the ticket.


I have stated in the ticket that I will not accept charges for the above reason.

Out of interest, can you also explain why BT would recommend ceasing a connection that, whilst not perfect, does actually connect?  To me, that doesnt make any financial/business sense whatsoever on PlusNets part.

.
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Re:PlusNet Broadband speed drop-off?
Reply #27 on: November 18, 2009, 21:39:14 PM
Check your PMs Eagle....
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Re:PlusNet Broadband speed drop-off?
Reply #28 on: November 19, 2009, 13:31:40 PM
Quote
I have stated in the ticket that I will not accept charges for the above reason.

You wont get an engineer then, sorry. We identified a fault on your line, but have no idea where it lies - your equipment, internal or external wiring or exchange equipment. You do our tests, we take your word on the basis that you accept charges if you havent bothered to do the tests, or didnt do them properly and the engineer subsequently proves that something of your responsibility is to blame. This is your fundamental misunderstanding of the situation. As I (and numerous other Plusnet staff) have advised, do the checks and you have no risk of charges.

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Out of interest, can you also explain why BT would recommend ceasing a connection that, whilst not perfect, does actually connect?
 

Because the line is too long to sustain a workable service, nevermind whether it connects sometimes or not.

Quote
To me, that doesnt make any financial/business sense whatsoever on PlusNets part.

The profit margin on your account is tiny, as soon as support staff get involved then were in the red. With the number of times your faults ticket has been touched, well never make any profit from you.
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  • Offline Eagle

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Re:PlusNet Broadband speed drop-off?
Reply #29 on: November 19, 2009, 17:19:50 PM
Quote from: Maldonado
You wont get an engineer then, sorry. We identified a fault on your line, but have no idea where it lies - your equipment, internal or external wiring or exchange equipment. You do our tests, we take your word on the basis that you accept charges if you havent bothered to do the tests, or didnt do them properly and the engineer subsequently proves that something of your responsibility is to blame. This is your fundamental misunderstanding of the situation. As I (and numerous other Plusnet staff) have advised, do the checks and you have no risk of charges.

Great, Im expecting no charges.

Quote
Quote
Out of interest, can you also explain why BT would recommend ceasing a connection that, whilst not perfect, does actually connect?
 

Because the line is too long to sustain a workable service, nevermind whether it connects sometimes or not.

Please explain then how I managed to get a stable 1.5Mb connection over the past year?  Evidently, the line is not too long.


Quote
Quote
To me, that doesnt make any financial/business sense whatsoever on PlusNets part.
The profit margin on your account is tiny, as soon as support staff get involved then were in the red. With the number of times your faults ticket has been touched, well never make any profit from you.

Really?  I think your marketing people need to get a grip on B2C reality.  The value of a [satisfied] customer can be worth many times, in terms of referrals, what the individual pays monthly.  I know of at least seven people who switched their BB to PlusNet on my recommendation alone this year.  I guess that wont be happening anymore.

Anyhoo.  Lets get this resolved. :)
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