Plusnet:No broadband outage information on the Service Status phone no 0800 917 6714

Discussion in 'Broadband' started by michael adams, Sep 18, 2014.

  1. Email sent to Plusnet Customer Support <> which

    it appears simply generates an automatic response.





    Yesterday evening I lost my Internet connection - not in itself a 1st world problem no
    big deal.

    However when I phoned the service status line the man said something along the lines

    of "any problems will be added to the end of this message" then there was silence

    then a lady said "thank you for calling" and the line went dead.

    When service was restored - after about 1 hour in my case, and I looked at the online
    service page

    it explained that some customers had been experiencing problems for hours and they should

    try switching off their routers for an hour.

    a) Why wasn't this information relayed over the telephone ?

    b) What is the point of putting it on a website which by definition most users - those
    using only

    one ISP - won't be able to access ?

    I have used this more discreet method of contact rather than post this message on

    Uk.telecom.broadband as I am happy overall with the service I receive on Plusnet

    and don't feel its right for Plusnet representatives who answer those messages to

    be put on the spot for decisions which they haven't personally made.



    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #1
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  2. It means it is a first world problem.

    I put the "not in itself" in, when copying the email
    'cos I thought I'd made a mistake.

    Thanks for paying attention.


    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #2
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  3. michael adams

    Mark Guest

    Perhaps they are experiencing problems with the telephone system too?
    People seem to assume that everyone has more than one way to access
    the Internet. I maintain this is not true for the "average" user.
    For example there's virtually no mobile phone coverage here so 3G is
    not a useful option for me.
    This is "uk.telecom.broadband" ;-)
     
    Mark, Sep 18, 2014
    #3
  4. Indeed. Veiled threats don't appear to work when sending emails
    to auto-responders.


    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #4
  5. What I think he meant was - why not put your post on Plusnet's own
    customer service newsgroup (only available to Plusnet customers via
    their own news server, news.plus.net)?
    The appropriate newsgroup on that server is
    plusnet.service.customer-feedback.
    Or perhaps raise a question via Plusnet's website (Member Centre)?
     
    George Weston, Sep 18, 2014
    #5
  6. We were -
    http://usertools.plus.net/status/archive/1410978405.htm
    I'm sure people would complain in their droves if we /didn't/ put
    anything on our website ;)

    Whilst I could well be wrong, I reckon there's a significant percentage
    of our customer-base that do have more than one way to access the Internet.

    Smartphone take-up these days is probably > 50% of the population.
    And I'm a Plusnet representative :D

    To address your primary concern though, there *was* a message on the
    phone system, there were just a few gremlins in the works last night.
     
    Plusnet Support Team, Sep 18, 2014
    #6
  7. Which at a guess, is mainly among those "youngsters" with sufficiently
    good eyesight to actually see what's on the screen.


    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #7
  8. Plusnet Support Team, Sep 18, 2014
    #8

  9. My question was answered on here by Plusnet Support (Mr.Pullen) at 14.51

    The first contribution by the Plusnet Support Team to the Service Status
    Broadband Connectivity Thread UPDATE on plusnet.service.customer-feedback
    was at 15.16.

    While there were plenty of other contributors, on technical matters,
    while the monkeys may be correct, I like to wait for the organ grinder.


    HTH



    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #9
  10. michael adams

    NY Guest

    Yes, but what about people who have a smartphone that is capable of
    connecting to the internet by some other means - but live in a rural area
    which has no mobile reception. And what about people who have a mobile phone
    but are not a tariff that gives internet access. In the old days I'd have
    used dialup but most ISPs have turned off their modems and most modern
    laptops don't have a modem.

    I agree with the OP that of all the things you put on a recorded message on
    a phone line, details about outages and the first thing to try (turn router
    off and on, maybe for as long as an hour) is one of the most important.
     
    NY, Sep 18, 2014
    #10

  11. To be fair to Plusnet, their internal telephone system went belly-up at
    exactly the wrong moment

    http://usertools.plus.net/status/archive/1411050905.htm

    So it was a technical problem (maybe based on overconfidence
    in the robustness of all their systems) rather than
    incompetence on their part.


    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #11

  12. To be fair to Plusnet, their internal telephone system went belly-up at
    exactly the wrong moment

    http://usertools.plus.net/status/wrong link.htm

    Sorry wrong link should have been -

    http://usertools.plus.net/status/archive/1410978405.htm


    So it was a technical problem (maybe based on overconfidence
    in the robustness of all their systems) rather than
    incompetence on their part.


    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #12
  13. Roderick Stewart, Sep 18, 2014
    #13
  14. The problem is finding a reliable PAYG dial-up provider.
    As most of the mainstream ISPs no longer offer this
    service.

    There are a number accessible via Premium rate phone
    numbers only a lot of them don't seem to work a lot
    of the time. i.e. an access number might work when tried
    first time, but second time it won't. So its then necessary
    to try another one, with maybe the same result. And then
    pages can take ages to load, all at ISTR maybe 10p or more
    per minute.


    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #14
  15. I have a Plusnet dial-up account that still works reliably.
    0845-140-0101 and 0845-142-2000.

    It used to be possible to get started by using "signup" for both the
    username and password, then changing the details once you'd created a
    proper login account, but I haven't tried this recently.

    Rod.
     
    Roderick Stewart, Sep 18, 2014
    #15
  16. michael adams

    Phil W Lee Guest

    And of course, if you don't have your list of potential emergency
    dial-up PAYG ISPs kept up to date, how are you going to find out who
    they are and what their access number is when you have no internet?
     
    Phil W Lee, Sep 18, 2014
    #16
  17. Thanks for that.

    When I phoned Plusnet a while back, I was told they're no longer
    offering any dial-up accounts.

    However a bit of googling brings up details of dial up accounts
    and numbers

    http://www.plus.net/support/dial-up/setup/connection_guide.shtml#numbers

    many of which are probably now defunct.

    Plus a web page listing connection guides for PAYG dial-up accounts

    http://www.plus.net/support/dial-up/setup/connection_guide.shtml#numbers

    Although the associated OS's don't extend beyond Windows XP.

    Nevertheless maybe its worth a spin should the need arise.



    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #17
  18. Plusnet fails seldom enough - and then for no more than a few hours
    at a time - to make the effort of faffing around digging out and
    plugging in a router, and the entering lists of PAYG telephone numbers
    to test whether they still work or not, on a regular basis, more
    trouble than it's worth.


    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #18
  19. Excepting those mobile phone users who don't own 3G enabled phones

    ( Link kindly provided by Bob Pullen)

    http://stakeholders.ofcom.org.uk/ma...s-market-reports/cmr12/market-context/uk-1.42


    michael adams

    ....
     
    michael adams, Sep 18, 2014
    #19
  20. For router read modem


     
    michael adams, Sep 19, 2014
    #20
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