Ticket 45620709

Would the helpful staff on here please check that the above ticket
is sailing though your systems, and the fault will be sorted out ASAP

PS its a outside connection fault (no broadband)
as filter, router and laptop have been checked working from another connection

Thanks

flagged up in Plusnet forums

Thanks Jim.

@DavidFinbarr - I'll make sure that one gets some attention for you.

Hi,

It's come back from initial raising requesting an engineer visit, which is a good thing - if you could reply to the ticket letting us know when you're available we'll get it booked for you.

Didn't see your comment till now.


A breakdown of what happened and the time frame, and hopefully a staff member will comment if it's the norm.


Wed 10th 1.30pm Called PN Reported fault. Confirmed filters had been changed and router was in test socket.


Wed 10th 9pm Called PN Confirmed a working router, and filter was plugged in test socket.
Told guy it the was no broadband signal and the fault lies outside my property.
(This is when I expected an engineer to look at the exchange)


Thurs 11th morning, get text asking me to confirm I've changed filter and i's in test socket.
I had confirmed that twice on the 10th
Replied by text saying above.


Fri 12th 2pm Rung PN as had no contacted from them.
Was told they need to book an engineer.
(why wasn't I texted or rung as it was known at least 4 hours earlier)
Also why did it take that long when I confirmed no signal on Wed.



Due to all the delays first appointment with engineer was Tues 23rd.

Tues 23rd, engineer turned up tested line and no signal ( I knew that)
Went to exchange and fixed fault in a few minutes.

So in all it took a week to fix


Asked for a refund on dial up costs (£4)
and a refund on the week I was without BB
(I was being charged for a service I wasn't being provided with)


Was told PN for do refunds because

The reason for this is that there are many factors beyond our control that affect broadband. For example weather conditions, electrical/radio interference, your equipment, quality of the phone line, etc.

That text has nothing to to with my fault.

The silence is deafening.

Hi DavidFinbarr,

I have sent you an email and text. Hope that it's satisfactory for you.

Jojo

Thanks for that


But one issue I would like to know.

When a customer confirms there is no BB signal coming from their master socket,
what further tests are needed at your end?

In reply to a post by DavidFinbarr:

Thanks for that


But one issue I would like to know.

When a customer confirms there is no BB signal coming from their master socket,
what further tests are needed at your end?

IQ ones?

In reply to a post by DavidFinbarr:

When a customer confirms there is no BB signal coming from their master socket,
what further tests are needed at your end?

We need to know that there's still no signal at the master socket with nothing plugged into the line apart from the router, and also ideally to have the same test confirmed with a different router to rule that out as a possible cause (testing the router on a known working connection also confirms this).

That should be it though.

Hope that helps,