then the 3rd call. and im being asked the same questions, can you factory reset the router, have you connected to the master socket..... oh the line test shows no fault. i cant escalate it....
my response was - well there is a fault, if you look at your radius log, why am i having so many disconnections.
-- Ok we can send an enginner, but if they dont find a fault youll be charged £65. --
2 engineers come, find a rotten joint at the bottom of a pole. fault fixed apparently. case and ticket closed.....
still have fault. so phone again..... and again i get the same scripted questions. am told that its OR's fault they didnt fix it, and there isnt anything plusnet can do. but we can send engineer...65 quid blah blah. -this time i have to point out repeatedly that a constantly disconnecting line IS a fault...... engineer comes and calls me directly to tell me he found a faulty splitter on the DSLAM cab, didnt check anything else, assures me that his "10 out of 10 test" rules anything else out. that was the fault.
Fault remains. i call again. same [censored], different day - but the guy this time was actualy not giving me the script, we chatted for a while and discussed (the start day of the covid lockdown), and he totally agreed that that should not be happening. - so 3rd engineers visit, takes one look at the house and says the drop line is 40+ year old twin copper cable and its corroded badly and actually split (thats something i told the previous 2 engineers and i took photos). this is DEFINATELY the fault he says, and he couldnt understand why the first two didnt even look.
guess what. the fault remains - but this time, i get an update on the support ticket on my account a week later telling me they had heard back from OR, and the fault was now corrected. i mean, it wasnt, and if they had actually looked at there radius logs they would have seen that.
so emailed back, expressing my displeasure at the service. and dont hear back for 4 days (COVID - i get it, i obviously cant be upset about that). except to a forum post by a member of staff, telling me even if they did send another engineer, its unlikely that they could get it more stable and it has to have 3 disconnections a day or is not classed as a fault (i have that saved - it had been up without disconnect for 2 days but 3 on the tuesday previous which showed on the radius log that HE posted - the MAX uptime had been 5 days) - so i fired off another email, and this time a complaint, and i get called less than 2 hours later......even tho it said it would be 5 days (+ some more for COVID which i had said on the email, i know they cant be a priority right now) but within 2 hours i get a call. not for tech help, but to mitigate a complaint.....
so no, im not really that happy with the service from plusnet so far, but here's hoping it turns around sometime in the next 4/5 months.
Edited by BaptisteIOM (Wed 15-Apr-20 14:09:12)