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Standard User ash76
(member) Fri 18-May-12 11:23:18
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Super Support from PlusNet.


[link to this post]
 
I had 18 months of mostly trouble free Internet with PlusNet Value.
Then the downpour and disconnections.
Tongue in cheek, I blamed the rain.

I raised a ticket on the PlusNet site.
A number of tests by them and me were run.
Texts, e-mails and phone calls followed.
PlusNet could see the disconnections on a graph they sent me.
Without me asking, PlusNet arranged for Openreach to examine
my system.
(I was advised there would be a £60 charge if my equipment was at fault.)

The engineer used his Tester and found that the line
“unusually” had no faults and the speed of the line was “theoretically”
16 Megs. The house wiring was not the problem.

The engineer was puzzled and frustrated.
“Sometimes I test and change everything and still can't find the problem!”
Then luckily there was a disconnection while I showed him the record of the
ThinkBroadband speed tests I do every day.

He conferred with a colleague and then said that his report will say
it was “probably” the router.
I was using a 3 month old Thomson router.

PlusNet sent me their latest router.
It's branded PlusNet technicolor - also made by Thomson.

Problem solved. Fingers crossed.

Edited by ash76 (Fri 18-May-12 11:53:08)

Standard User reserved
(fountain of knowledge) Fri 18-May-12 13:22:59
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Re: Super Support from PlusNet.


[re: ash76] [link to this post]
 
Have you got to pay Openreach £60 as your router was faulty?

Dennis
plusnet value & talkanytime
Standard User ash76
(member) Fri 18-May-12 14:05:09
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Re: Super Support from PlusNet.


[re: reserved] [link to this post]
 
Have you got to pay Openreach £60 as your router was faulty?

I hope not.

The router, according to Openreach, was "probably" faulty.
I have returned the Thomson router to PlusNet as they supplied the router.

If PlusNet (or Openreach) do charge me I will update the thread.

Edited by ash76 (Fri 18-May-12 14:09:03)


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Standard User Apprentice
(knowledge is power) Fri 18-May-12 15:56:26
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Re: Super Support from PlusNet.


[re: ash76] [link to this post]
 
If you do get a charge of £60 from Plusnet then I wouldn't pay it as the router was only 3 months old (assuming PN supplied that router) and you should have been sent a new one to try in order to eliminate if the fault was with the router you had, that is the usual process carried out by the PN DCT and I would have hoped by the rest of the PN support teams.

As an aside a £60 charge by OR is pretty cheap it can be well over a hundred pounds smile

Alastair

omadasafisho

Edited by Apprentice (Fri 18-May-12 16:00:59)

Standard User ash76
(member) Fri 18-May-12 16:58:29
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Re: Super Support from PlusNet.


[re: Apprentice] [link to this post]
 
When I look at the profile of Apprentice I get a link to your homepage.
It's a Scissor Sisters YouTube video.
Is that you doing the song and dance Laura / Alaistair?

Cute:
http://www.youtube.com/watch?v=S-0d3cjgfLg

Edited by ash76 (Fri 18-May-12 17:06:25)

Standard User Apprentice
(knowledge is power) Fri 18-May-12 19:48:16
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Re: Super Support from PlusNet.


[re: ash76] [link to this post]
 
Not me laugh

Last week on it was:
http://www.youtube.com/watch?v=jPj-8_wOZcA&feature=r...

and btw I'm not John Lydon grin

Alastair

omadasafisho
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