Plusnet and BT ... no service for 6 weeks

Had ADSL activated early June, but due to a fault on BT line, no service
was forthcoming until nearer the end of June.

Since then, constant disconnections, and the service seems to be unable
to sustain any sort of uninterrupted sync.

BT were (unfortunately) informed by the resident that there was a fault
(although she did say with broadband) and a PSTN engineer was despatched
by BT almost a week later. BT should have advised her to contact her
ISP.

No fault found with PSTN ... BT say a charge is now due, thanks BT

So, ADSL has been active on this line for over 6 weeks, and no
sustainable service to date.

It seems the next stage is to get an ADSL 'trained' engineer out.
Good, another few days of waiting won't hurt.

It has been suggested to try a replacement modem ... hmm, doesn't
resolve the underlying problem of a dodgy modem or fault on the line.
Nor does it justify spending circa £25.00 for something that shouldn't
be necessary.

Appreciative that faults do occur .... but 6 weeks to sort it out?

Fortunately, to some degree, the customer has me as a 'technical
contact' who can liaise, or at the very least, understand what is being
suggested by concerned parties.

But i'm not a charity, and the customer isn't going to pay me for all
the time i'm spending trying to resolve it for her.

And now we see an argument over a refund looming on the horizon....

On Fri, 16 Jul 2004 08:58:05 +0100, Tx2
<tx2newscollection-invalid-@hotmail.com> wrote:

>
>Had ADSL activated early June, but due to a fault on BT line, no service
>was forthcoming until nearer the end of June.
>
>Since then, constant disconnections, and the service seems to be unable
>to sustain any sort of uninterrupted sync.
>
>BT were (unfortunately) informed by the resident that there was a fault
>(although she did say with broadband) and a PSTN engineer was despatched
>by BT almost a week later. BT should have advised her to contact her
>ISP.
>
>No fault found with PSTN ... BT say a charge is now due, thanks BT
>
>So, ADSL has been active on this line for over 6 weeks, and no
>sustainable service to date.
>
>It seems the next stage is to get an ADSL 'trained' engineer out.
>Good, another few days of waiting won't hurt.
>
>It has been suggested to try a replacement modem ... hmm, doesn't
>resolve the underlying problem of a dodgy modem or fault on the line.
>Nor does it justify spending circa £25.00 for something that shouldn't
>be necessary.
>
>Appreciative that faults do occur .... but 6 weeks to sort it out?
>
>Fortunately, to some degree, the customer has me as a 'technical
>contact' who can liaise, or at the very least, understand what is being
>suggested by concerned parties.
>
>But i'm not a charity, and the customer isn't going to pay me for all
>the time i'm spending trying to resolve it for her.
>
>And now we see an argument over a refund looming on the horizon....

Hi there,

As I posted on the other group, we were unable to raise any fault
investigation whilst a PSTN fault is ongoing. Now this has been
resolved, we can fully investigate the ADSL fault. That will be done
today for you.

kind regards

Luke
--
| Luke Horwath Broadband Solutions
| Comms team for Home & Business
| PlusNet Plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----+

In article <(E-Mail Removed)>,
(E-Mail Removed), a.k.a PlusNet Support says...


> As I posted on the other group, we were unable to raise any fault
> investigation whilst a PSTN fault is ongoing. Now this has been
> resolved, we can fully investigate the ADSL fault. That will be done
> today for you.

Yes, thanks Luke, but it's not for me, it's for another Plusnet
customer, as per my reply to that post.

At least the ball is now firmly in Plusnet's court, so hopefully, a
speedy resolution is imminent for her?

Do i tell her you'll be calling...?

In article <(E-Mail Removed)>,
(E-Mail Removed), a.k.a PlusNet Support says...


> As I posted on the other group, we were unable to raise any fault
> investigation whilst a PSTN fault is ongoing. Now this has been
> resolved, we can fully investigate the ADSL fault. That will be done
> today for you.

Apparently, Plusnet have "arranged to review this issue" on Friday 23rd
July at 20:00, when they expect to be able to either solve the issue or
provide the customer with an update on further progress....

That's over a week from when the current fault was reported, and
approximately 7 weeks since ADSL was activated.

I'm pleased to say the customer on this occasion is going to be
cancelling her account, requesting a full refund, and is sticking with
dial-up for the foreseeable future.

Ho hum ...

In article <(E-Mail Removed)> ,
tx2newscollection-invalid-@hotmail.com, a.k.a Tx2 says...


> I'm pleased to say the customer on this occasion is going to be
> cancelling her account, requesting a full refund, and is sticking with
> dial-up for the foreseeable future.

That is considering cancelling her account ....

Tx2 <tx2newscollection-invalid-@hotmail.com> wrote in
news:(E-Mail Removed) t:

> Apparently, Plusnet have "arranged to review this issue" on Friday 23rd
> July at 20:00, when they expect to be able to either solve the issue or
> provide the customer with an update on further progress....

Sounds to me like PlusNet have logged the fault with BT and put the ticket
into a wait status. The exact reason could be a few things, most likely
that is the earliest time slot BT had to send an engineer out.

--
Colin
*Drop DEAD from the email address to reply*

In article <(E-Mail Removed)>,
(E-Mail Removed), a.k.a PlusNet Support says...


> As I posted on the other group, we were unable to raise any fault
> investigation whilst a PSTN fault is ongoing. Now this has been
> resolved, we can fully investigate the ADSL fault. That will be done
> today for you

Of course, this has now proven to be nothing but 'damage limitation'
speak, as Plusnet are "unable" (read : unwilling) to investigate the
ADSL fault even though they have been informed (as have we) by both BT
and ourselves that the PSTN fault has been closed .... utterly
ridiculous.

Jobsworth award of the month goes to Plusnet Technical Support.

On Sat, 17 Jul 2004 22:24:13 +0100, Tx2
<tx2newscollection-invalid-@hotmail.com> wrote:

>In article <(E-Mail Removed)>,
>(E-Mail Removed), a.k.a PlusNet Support says...
>
>
>> As I posted on the other group, we were unable to raise any fault
>> investigation whilst a PSTN fault is ongoing. Now this has been
>> resolved, we can fully investigate the ADSL fault. That will be done
>> today for you
>
>Of course, this has now proven to be nothing but 'damage limitation'
>speak, as Plusnet are "unable" (read : unwilling) to investigate the
>ADSL fault even though they have been informed (as have we) by both BT
>and ourselves that the PSTN fault has been closed .... utterly
>ridiculous.
>
>Jobsworth award of the month goes to Plusnet Technical Support.

Hi Tx2,

If you can post a ticket ID or a u/n I'll happily look at this again
for you. I can guarantee we would never be "unwilling" to investigate
a fault. If on BT's database and the system we log faults with that
there is still a PSTN fault open, we are simply unable to raise one.

As I said I will happily look at this further for you.

kind regards

Luke
--
| Luke Horwath Broadband Solutions
| Comms team for Home & Business
| PlusNet Plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----+

In article <(E-Mail Removed)>,
(E-Mail Removed), a.k.a PlusNet Support says...

> If you can post a ticket ID or a u/n I'll happily look at this again
> for you. I can guarantee we would never be "unwilling" to investigate
> a fault. If on BT's database and the system we log faults with that
> there is still a PSTN fault open, we are simply unable to raise one.


Both the customer and BT have apparently informed you the PSTN fault is
closed, is what i have been told.

The Plusnet operative with whom the customer spoke quite simply informed
her that if the "screen says so" then there was nothing else that could
be done until it didn't say so anymore.

She hung up, called me and explained "Net Plus (as she insists on
calling you) seem unwilling to do anything to help"

She also used the word "useless" in the sentence, which deflated me even
more as she is clearly not getting the help from Plusnet that she should
otherwise be. It is from *you* that she has 'purchased' an ADSL service,
*you* should be 'beating' BT around the ears, not her.

This ticket, 12432199, should by now have been escalated to a far higher
level than just being 'bounced' around by first level support as seems
to be the case to the observer.

Whilst i appreciate you need to answer via this medium, you also need to
be communicating this a lot better to a customer who has had no
sustainable (read : acceptable) ADSL service for the best part of 2
months.

As per that which i have posted in the Plusnet forum, my only initial
involvement was to install a £25 modem for her. Subsequent involvement
was unintentional, but as i have a conscience, I have tried as best as i
can to help this customer get a working service. Perhaps Plusnet might
also try a little harder to do the same?

On Sat, 17 Jul 2004 22:24:13 +0100, Tx2
<tx2newscollection-invalid-@hotmail.com> wrote:

>In article <(E-Mail Removed)>,
>(E-Mail Removed), a.k.a PlusNet Support says...
>
>
>> As I posted on the other group, we were unable to raise any fault
>> investigation whilst a PSTN fault is ongoing. Now this has been
>> resolved, we can fully investigate the ADSL fault. That will be done
>> today for you
>
>Of course, this has now proven to be nothing but 'damage limitation'
>speak, as Plusnet are "unable" (read : unwilling) to investigate the
>ADSL fault even though they have been informed (as have we) by both BT
>and ourselves that the PSTN fault has been closed .... utterly
>ridiculous.
>
>Jobsworth award of the month goes to Plusnet Technical Support.

Got the ticket ID. Will look at it now.


--
| Luke Horwath Broadband Solutions
| Comms team for Home & Business
| PlusNet Plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----+