Plusnet - still no service ten weeks after order placed.
- From: Lester <cb695@xxxxxxxxxxx>
- Date: Fri, 14 Oct 2005 00:43:32 GMT
I thought I'd have a go at Plusnet in public. Just discussing the matter with first line support is sociable but unsatisfying. I'm a worm who rarely turns, but Plusnet is just too complaisant for me to stomach any longer in silence.
I placed an order for Plusnet ADSL on 1st September, ten weeks ago. I still have no connection. Plusnet blame BT, who blame Plusnet. I can only speak to first line support at Plusnet, who do nothing productive at all to either escalate or to fix the problem. The previous occupant of my flat had ADSL up to the day I moved in, and I've tried a replacement modem and cabling.
My advice to anyone considering ADSL - use a different ISP, if cable broadband is not possible. Plusnet have a support phone queue to first line which is regularly announced as 30 minutes, and they seem quite content with that. First line support are impotent in terms either of escalating issues or of speaking productively with technicians. This is a firm which, like BT before it, should die to encourage the others.
So, if anyone would like to read the ticket, who knows, there might even be good advice to be had here, and in the unlikely event that a Plusnet technician reads the newsgroup he might like to defend his management.
Ticket: 17560961 Assigned
Raised: 2005-09-15 22:26:28 by: Customer Support
2005-09-15
22:26:28
Mark Poole
Customer Support Centre Open : [Internal Support Wizard Journey]
[Customer has been advised of possible BT admin fee]
[Self Install]
[Circuit in synch - YES]
[Can logon to own username - NO]
[Login to bt_test_user@realm - NO]
[Login to bt_test@startup_domain - YES]
[Possible SSB data issue - report to BT]
[Additional Information]
691 on usernames with plusdsl realm checked and EU is provisioned on plusdsl.
2005-09-16
12:02:06
Jonathon Smith
Customer Support Centre Actioned : [Internal]
No BT Fault Found.
Called customer to discuss but got VM. Left message to call back. Ensure harddwrae has been reset. Also ensure that VCI is 38 etc
Regards,
Jonathon Smith
2005-09-16
16:56:02
Leon Burton
Customer Support Centre Assigned : [internal]
Customer has confirmed modem has been reset and vci is 38. please raise further.
Regards,
Leon Burton
2005-09-16
16:57:50
Leon Burton
Customer Support Centre Assigned : [internal]
Customer has confirmed modem has been reset and vci is 38. please raise further.
Regards, Leon Burton 2005-09-18 19:21:36 Mick Booth Customer Support Centre Assigned : [internal]
Line test showing no synch, and no attempts to connect.
Need to contact customer and confirm fault, and if equipment connected & powered.
Regards,
Mick Booth
2005-09-19
14:25:38
Stephen Dean
Customer Support Centre Assigned : [internal] still no sync - to confirm power status
Regards,
Stephen Dean
2005-09-19
14:27:22
Stephen Dean
Customer Support Centre Actioned : Dear Mr deleted,
A message has been left for you. Can you please confirm that your equipment is powered on for testing. Thanks.
Regards,
Stephen Dean
2005-09-19
18:31:41
Leon Burton
Customer Support Centre Assigned : Customer will now leave equipment powered up.
Regards, Leon Burton 2005-09-20 04:22:11 Richard Mason Customer Support Centre Assigned : [internal]
as above.
Regards,
Richard Mason
2005-09-20
09:56:40
Anthony Thompson
Customer Support Centre Assigned : INTERNAL:
Copper Line Test
Test Outcome Pass
Line Test OK T005
2005-09-20
10:19:22
Anthony Thompson
Customer Support Centre Assigned : Dear Mr deleted,
Your issue has been raised with BT. They generally take around 48-72 hours to initially investigate any issue. Please ensure your equipment is left powered on for testing.
Regards, Anthony Thompson
INTERNAL: 1-7DF4Z1 / 01807994
2005-09-26
15:52:28
Mike Trevor
Customer Support Centre Assigned : 1-7DF4Z1, closed "15 - EU Equipment/settings/drivers believed incorrect" cust has has connected and viewed digital demo page, so unlikely equip fault, can we please re raise, customer would also like to add that he would like this resolving as soon as possible as service is now 20+ days overdue
Regards,
Mike Trevor
2005-09-29
17:32:36
Richard Allen
BOT - DSL Logged Faults Assigned : Back with BT on 1-7IME9D / 01842250.
2005-10-02
16:15:37
Mark Poole
Customer Support Centre Assigned : rejected clear.
Regards,
Mark Poole
2005-10-05
17:52:48
Jason Nichols
Customer Support Centre Assigned : customer still having connection issues.
customer received a call from bt engineer, who stated there was a lot of resistance on line, but then was disconnected, and customer has not heard from BT since.
Customer feels that if BT contacted him, this could be resolved very quickly.
Regards,
Jason Nichols
2005-10-07
05:26:23
Mike Smith
Customer Support Centre Assigned : Rejected clear as customer has retested and is still experiencing same issue. Please monitor.
Regards,
Mike Smith
2005-10-10
10:28:13
Jonathon Smith
Customer Support Centre Assigned : [Internal]
Customer is still experiencing the same issue so rejected BT clear.
Regards,
Jonathon Smith
2005-10-12
13:44:00
Mike Trevor
Customer Support Centre Assigned : Customer called for an update on outstanding fault.
eco states "15 - Problem has been identified with the SP,the username /password hasn't been set up correctly"
Also can we please update customer on CLI, if AM leave message
Regards, Mike Trevor
2005-10-12
17:05:45
Richard Allen
BOT - DSL Logged Faults Assigned : Have passed fault back to BT. TAM can log in fine using the customer's own details. Possible cross-jumpering issue?
2005-10-13
23:25:35
Dean Plant
Customer Support Centre Assigned : If we need to contact customer , customer will be available between 7pm - 10pm everyday.
Thanks.
Regards, Dean Plant
2005-10-14
00:01:18
You
Assigned : I just phoned into support to try to get this progressed, and I was stonewalled yet again. Nobody is prepared to take on the task of clearing up this install and getting a service provided.
This ticket has been open for two months.
I cannot keep a computer running 24 hours a day in a guest bedroom. It is unreasonable of you to expect it. If you were going to fix this inside a week then fine but you haven't. What I need is an engineer round here one evening, and an engineer at the BT end and one at PlusNet, all talking to each other. What I'm actually getting is a stupid game of ping-pong with perhaps four minutes of lazy non-attention each week as the problem gets bounced between uninterested jobsworths.
If anyone at all beyond first-line support would like to talk about this then for goodness' sake get your finger out and do it. Any solution at all is better than the farce that this ticket has become. I have had no service at all on a contract that was taken out on the first of September.
.
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