In reply to a post by KellyD:

I'd happily discuss/comment further if more information about the problem appeared, but I'm still in the dark really.

OK.

1) Plusnet keep asking me about my wireless connection. Why is this if, as you acknowledge, I don't use wireless?

2) Plusnet keep asking me what I mean by "line down" and is the problem I'm reporting to Plusnet about a service from BT. Why would I bother Plusnet over a BT issue?

3) Plusnet say I must re-ask a question. Why is this required when they have acknowledged receipt of said question?

4) Why, when I follow Plisnet's instructions (ask a question), do you remove my ability to view my broadband useage?

5) Why after removing my ability to reply to their question page, do they then remove my ability to follow up on Facebook?

3, 4 and 5 appear to me to be consequences of your interaction with Plusnet about issue 2.

Issue 2: Given that Plusnet have said you've had a continuous connection of over 15 days (and counting) and that previous connections have been of similar length it seems a perfectly reasonable question. They cannot see frequent disconnections so they are asking you exactly what the symptoms are of what you are seeing.

Issue 1: Frustrating but understandable. Where people say they lose their internet connection but Plusnet can see long stable connections in the vast majority of cases it's the wireless that is dropping out. I suggest you ignore that (as Kelly has acknowledged it's false) and concentrate on working with them on item 2.

Edited by jelv (Thu 27-Dec-12 16:20:38)

Deleted - hit reply instead of Edit!

Edited by jelv (Thu 27-Dec-12 16:21:18)

I don't think Jelv was suggesting he hadn't read your posts.

Also, I'm sure the mods were not trying to place an absolute ban on you explaining yourself further, should you feel able to do so. If you could clear things up without having to go to arbitration about it, it would presumably be quicker and easier for all concerned.

I think, all that was being suggested was that you try to explain AS IF to someone who doesn't know anything of the history :i.e. hasn't seen any of your questions, or the replies to them, or posts on any forums.

Imagine a friend said: "I gather you've been having trouble with your ISP? What happened, exactly?" How would you explain the story to him? Without saying things like: "They still haven't answered my question", because that would rely on your friend already knowing about your question.

You seem to think you're making yourself clear, and perhaps you're really trying to, but I must say I'm having exactly the same problem as Plusnet, in that I can't understand what the issue is that you want fixed.

I don't need a transcript of your exact original question to them. I'm just hoping you might summarise, in a few sentences, what happened that you're unhappy with, and what help you're asking for with it.

Do you just want an apology? Something to be mended that still isn't working? Some sort of compensation for something? What are you asking PN to do?

Tina

What are you asking PN to do?

That is probably the best question to start with.

HK11 - in order to consider the matter resolved what would you want them to do? When you go to CISAS what are you expecting them to be able to do that would mean you accept the matter is resolved?

In reply to a post by hk11:

1) Plusnet keep asking me about my wireless connection. Why is this if, as you acknowledge, I don't use wireless?

Wireless was originally suggested as a possible issue in the ticket dialogue after we determined that you were seeing drop outs on your connection that we couldn't see. You specified then after that you weren't using wireless, but a couple of answers missed that due to the large number of open tickets and dialogue.

The issue here is one of ticket length and complexity and we apologise for any wasted time.

In reply to a post by hk11:

2) Plusnet keep asking me what I mean by "line down" and is the problem I'm reporting to Plusnet about a service from BT. Why would I bother Plusnet over a BT issue?

This is because the support staff were not seeing your line disconnecting so were attempting to help you diagnose an issue. I believe the part of the ticket history you are referring to is this:

"Can you tell me when you refer to the "line down again" are you refereing (sic) to your broadband connection or your actual telephone line? If you can let me know then we can look to see if there are any known issues. "

You subsequently replied asking when we took over the line, which we hadn't. The Support Agent was just attempting to get you to explain what you were seeing so we could diagnose the problem further.

In reply to a post by hk11:

3) Plusnet say I must re-ask a question. Why is this required when they have acknowledged receipt of said question?

Do you have a date and time of this question being asked so I can workout what you are referring to?

In reply to a post by hk11:

4) Why, when I follow Plisnet's instructions (ask a question), do you remove my ability to view my broadband useage?

Because the towards the end of the ticket your responses were send the ticket back to us cutting and pasting the same question back to us over and over again, despite us asking what the problem was. James, who was handling the ticket by this time, warned you he would remove access because he believed you were just wasting our time due to not attempting to clarify the question and after ignoring that, he removed your access to the portal.

In reply to a post by hk11:

5) Why after removing my ability to reply to their question page, do they then remove my ability to follow up on Facebook?

Because the our Digital Care team, believing you were only interesting in trolling us, didn't want you to continually paste the same question on Facebook.

Reading the last 20 or so of your ticket responses, it does look like trolling. I'm giving you the benefit of the doubt though, because even if you were, I still don't want us to have customers so frustrated that they resort to that sort of thing. Once we've sorted it, I'll happy get all your access restored (like we've already done on the portal)

Does this mean that you are currently happy with your connection and your remaining issues are how we've handled our interactions with you? (if so, that's a bit of good news at least!)

In reply to a post by KellyD:

issues are how we've handled our interactions with you? (if so, that's a bit of good news at least!)

That's been my (obviously mistyped) point all along!

You keep asking the same questions, so I got fed up with explaining in detail. Cutting and pasting the question was the easiest thing to do, as you seemed to be doing the same thing.

That wasn't very constructive was it!

In reply to a post by KellyD:

In reply to a post by hk11:

2) Plusnet keep asking me what I mean by "line down" and is the problem I'm reporting to Plusnet about a service from BT. Why would I bother Plusnet over a BT issue?

This is because the support staff were not seeing your line disconnecting so were attempting to help you diagnose an issue. I believe the part of the ticket history you are referring to is this:

"Can you tell me when you refer to the "line down again" are you refereing (sic) to your broadband connection or your actual telephone line? If you can let me know then we can look to see if there are any known issues. "

That's a fair enough Q to the OP when he's asking just about a "line". The OP has distorted in this thread this reasonable Q into an accusation just about his BT phone line w/out making clear he was just asked to clarify which of the 2 connections he was talking about.

No wonder you have a job getting a straight answer out of the OP. This single instance is sufficient to illustrate your problem with him.

Good luck to CISAS on dealing with him

In reply to a post by TLM:

Also, I'm sure the mods were not trying to place an absolute ban on you explaining yourself further, should you feel able to do so. If you could clear things up without having to go to arbitration about it, it would presumably be quicker and easier for all concerned.
Tina

I would never suggest a ban on posting if there is a chance of resolution From reading this thread however it seemed to me that it could go on forever...as it seemed to elsewhere.

It is also a fact that the proper way to resolve an issue with an ISP is directly with that ISP. Highlight issues on our BBS certainly, but an ISP has to keep in mind the confidentiality of the customer.

Seems to me not a single issue problem.