I've just had an American/Canadian support operator refuse to elevate my complaint because he "isn't losing his job for me."
That's the second support operator to tell me that in the last 8 weeks. This one insisted I go through the process with him, and wouldn't listen to me pointing out that the router is at my parents house 20 miles away, Then he hung up on me bcause I insisted I would not go through first line support for the 10th time and instructed him to get somebody to call me back tomorrow.
What on earth has happened at Plusnet? They never used to be this bad.
They want me to go back into the queue after 8 weeks, 5 engineers and a worse problem than when this all started.
The last engineer but one assured my elderly parents that the problem was outside of the property, and wrote it down for them to give to me; a HR fault (underlined for emphasis) between the pole and the master in his opinion, and most likely due to water ingress.
He told us the drop wire would need replacing, but he wasn't equipped to climb the pole. Engineers returned a couple of days later with a bucket lift, tested the line, said it was fine, rang me and said "we can't fix what ain't broke mate."
The noise is so bad on the line you can barely hear the caller on the other end. The guy that just hung up on me, says the router is showing that all it needs is rebooting. I would tell my mum, but I can't hear her for all the noise on the line.....
What on earth does it take to get through to somebody that is prepared to listen?