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Useless. Just...useless.

ARW

0
2 weeks and counting without Internet service that I'm paying for.

Support engineers that seem incapable of using their brain and resort to simply threatening call out fees or saying "Check your router" (There's no signal on my line since it got disconnected at the exchange in order to provide us a voice line since some piece of kit in the exchange broke, so how the hell can it be my router?!?!? "But we can;t do anything unless you have checked this" - rubbish!).

An inability to do anything with a turnaround time of less than about 3 days.

A general feeling that they actually don't have a clue what is going on.

Inflexible, no escalation path to resolve any complaints.

No idea when they are going to resolve the problem even now, but apparantly the earliest they can get an engineer out to us, after this has been ongoing for all this time, is in 5 more days. Oh..and of course that's at my risk....more threats...and no guarantees that it will be fixed so that'll probably be another 3 days per action...

All I want is for them to restore the service I'm paying for and I'm coming up against a brick wall ("There's nothing we can do") every step of the way.

Useless. Avoid.
 
Hi there,

Sorry to hear you're having problems :(

The fault reporting/resolution process can be somewhat laborious due mainly to the third party processes involved. Having said that, we do try to get faults remedied as quickly as we can.

If you fancy PM'ing me your username or a support ticket reference then I'm happy to take a look into things and see if there's anything I can do to help?

Best regards,
 
To be honest, we've been told so many times now by your phone muppets that "There is nothing we can do about it" that I'm loth to keep banging my head against a brick wall unless you can give me some guarantee that you will be able to do something/have the power to make something happen. Do you have any more clout to push things through than the people we talk to on the phoneline? Do you have any way of prioritising our issue with both plus.net and your suppliers?

This fault has now again been "sent back to BT", hence the engineer visit next week, and it appears that every time the responsibility changes we get put back to the bottom of the queue, hence another 3 day turnaround (well....5 days in this latest case).

It's just ridiculous and extremely poor service, quite apart from the way your support engineers wound me up at the outset of this problem by

(a) Not actually reading the initial question on the support ticket I asked ("Have BT actioned you to resolve the problem after they disconnected us from the broken broadband equipment"), and

(b) Seemed incapable of using their brain to couple the 2 known facts (1. BT disconnected the faulty broadband equipment at the exchange to provide us with a voice line, 2. There was no audible broadband signal on the line with no microfilter fitted) into the logical conclusion that "There is no need at this stage for me to move all my equipment to the master socket to check it is not my router that is the problem".

Oh...that plus the fact that the BT engineer that sorted out our voice call path told us that someone would have to go to the exchange to fix the broadband but that BT couldn't do that and it was the provider's responsibility...

Interstingly, we've just been told that (paraphrased) "If you were paying for the business service then maybe there is something that could be done, but since you're not...". No, but 2 weeks to get nowhere but "You have to wait another 5 days till it can be next looked at" is still pretty shoddy even for the poor-man's service.

So, question stands - do you have the ability to get a problem prioritised with both plusnet and their suppliers?
 
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sounds a bit like what happened at the comp shop last week, some new business got connected to ADSL and for some reason the comp shop was cut off broadband and voice, seems they changed his line over to theirs.. because once he got voice back his broadband pointed to the new business but he got voice back..

while that has been fixed now the connections is affected by continuous drops since but lm wondering if there is a modem problem at the moment, but even then BT still wont help, seems if all three lights blue are showing on the BTBusiness hub they dont want to know...

still in retrospect l do kind of agree with the ISP in the respects of the fact that there are 3rd parties involved, and thats the major issue here.. firstly there is BT (which if memory serves owns Plusnet in some way or form), and then openreach next who deal with the fault even then there are two different sides.. while you may get a tech out occasionally you end up bashing your head up against the wall as ADSL techs generally cant do more than run their little tools and do limited things at the exchange, other techs cant do anything with the ADSL connection because they only deal with voice... and then there are other times when you get techs that dont know a thing and make the problem worse.. lve had all those issues happen to me...
 
To be honest, we've been told so many times now by your phone muppets that "There is nothing we can do about it" that I'm loth to keep banging my head against a brick wall unless you can give me some guarantee that you will be able to do something/have the power to make something happen. Do you have any more clout to push things through than the people we talk to on the phoneline? Do you have any way of prioritising our issue with both plus.net and your suppliers?

Yes and yes.

This fault has now again been "sent back to BT", hence the engineer visit next week, and it appears that every time the responsibility changes we get put back to the bottom of the queue, hence another 3 day turnaround (well....5 days in this latest case).

When the fault is sent to Wholesale, they aim to turn it around in 72 working hours. Quite often the fault is back with us before this, although we generally have to accept that Wholesale can take three days or so if needs be.

Where neither ours or Wholesale's diagnostic tools can identify an obvious fault, you typically have to bounce the ticket to them 3 times before we get to the stage where an Openreach engineer is despatched.

These processes are common amongst all ISPs that resell BT Wholesale's DSL services.

It's just ridiculous and extremely poor service, quite apart from the way your support engineers wound me up at the outset of this problem by

(a) Not actually reading the initial question on the support ticket I asked ("Have BT actioned you to resolve the problem after they disconnected us from the broken broadband equipment"), and

I've just read that and I'm not sure I understand it to be honest. Perhaps because I've read it out of context? Like I said in my original reply, if you can provide me with some means of identifying your account, I'll be much better positioned to advise.

(b) Seemed incapable of using their brain to couple the 2 known facts (1. BT disconnected the faulty broadband equipment at the exchange to provide us with a voice line, 2. There was no audible broadband signal on the line with no microfilter fitted) into the logical conclusion that "There is no need at this stage for me to move all my equipment to the master socket to check it is not my router that is the problem".

Yes there is a need for you to test from the master socket. It's the only means of truly eliminating your internal wiring from the equation and is an absolute requisite before Wholesale will accept a fault escalation from us. I recognise that the fault coincided with the activation of you PSTN/voice service, however coincidences do happen occasionally and the last thing you'd want is £100+ of engineer charges in the event that the problem does end up being local to your equipment/setup.

IPStream (Max)/WBC is a self install broadband service. As much of a pain as it is, this means that you have to accept that there'll be a certain degree of self diagnosis involved when you encounter a fault.

Oh...that plus the fact that the BT engineer that sorted out our voice call path told us that someone would have to go to the exchange to fix the broadband but that BT couldn't do that and it was the provider's responsibility...

Sounds like a really helpful engineer! Are you telling me he disconnected your ADSL, told you he had done this, and then proceeded to tell you there was nothing he could do about it and that you'd need to speak to us? I'll chuckle if it's the same engineer who turns up next week! ;)

Interstingly, we've just been told that (paraphrased) "If you were paying for the business service then maybe there is something that could be done, but since you're not...". No, but 2 weeks to get nowhere but "You have to wait another 5 days till it can be next looked at" is still pretty shoddy even for the poor-man's service.

The advisor will have been referring to our Enhanced Care service. This is an optional feature BT Wholesale provide us with. It costs £8.50/mnth excluding VAT.

So, question stands - do you have the ability to get a problem prioritised with both plusnet and their suppliers?

Not without your username or a support ticket reference! ;)

Best regards,
 
Hi ARW,

What actually happened here as it's a bit unclear from your first post? I get that the internet service is down, but that's all.

PlusNet are usually quite good with customer support and if your line is dead then it's more likely to be a BT problem, although getting them to admit that can be somewhat tedious.

A little more detail would help.
 
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