Plusnet doing my head in

Butti · 18 February 2011 at 7:12PM

I have been trying since November to move to Plusnet. Why I now ask myself.

Having been given a date of 17 Dec for installation of the phone line, this then went back to 7 January. Then they turned up and found out the previous provider (NTL) had nicked the BT line so that had to be put back in. Then the broadband package arrived and I realised it won't work with the arrangement of my house. So after 2 fractious telephone calls with them when they told me I can't send the connection package back, I sent it back registered post. They have now sent me the wireless kit. That is telling me that the DSL connection is down. The wait on the phone line is 45 minutes to speak to one of their advisors and I can't do it and be talked through the process as to make the call means having to take the phone out of the microfilter and put it in the phone socket otherwise it won't work.

Help! What can I do to get Plusnet to RING me and guide me through the process. Alternatively who could I go to who would get me up and running quickly.

B

spannerzone · 20 February 2011 at 12:32PM

Have you done any checks to see if your internal phone wiring is causing the issues? - poor/old/bad/odd phone extensions in the house (which are your responsibility and not BT or the ISP) could be the problem and need to be checked to eliminate them as the problem.

Do this check using a computer connected by network cable (not wireless) to the modem router connected to the test socket. You need to confirm the computer is talking to the modem router to check the status of the modem router and its settings (username/password)

Plug the modem router into the 'test socket' found in the master socket, this is the main BT socket that connects the outside phone wire to your house. From the master socket all/any phone extensions are connected. Most BT master sockets can have the lower part of the socket removed to reveal the 'test' socket behind which you plug the modem into and see if it connects and works. If it does work then you've proven that your internal wiring is the cause (it could be wiring or filters or combination)

Connecting to the 'test' socket
Plusnet help page

If you can prove that the problem exists even when connected to the test socket then it's over to the ISP to resolve the issue, not carrying out these relatively simple checks means that the ISP will go through a long list of things to check which'll only waste time getting to the real problem.

From experience, thin cheap long phone extension kits (really thin 4 wire kits) can fail to allow ADSL broadband to travel down the extension and could easily stop it working, as can weird phone extensions and incorrectly fitted filters.

Sorry for the long post but I am sure many broadband issues are caused by home wiring but blamed on the ISP.

good luck

Butti · 20 February 2011 at 12:55PM

Thanks Spannerzone. I went through it all the other night (0.20am!) with their technical support. It's a fault on the line outside the house!

B

spannerzone · 20 February 2011 at 12:58PM

Butti wrote: »

Thanks Spannerzone. I went through it all the other night (0.20am!) with their technical support. It's a fault on the line outside the house!

B

well glad to hear it's an issue outside the house.... so many adsl broadband problems seem to be due to internal wiring but the ISP gets a good flaming so I always think it's best to check as much as you can before calling tech support.

I'm with Plusnet and have found (so far) that they've answered their tech support within a minute or less but maybe I've just been really lucky. However at least they're in this country so there's a good chance of understanding them and getting a loud clear phone line!

Butti · 20 February 2011 at 2:29PM

He got a horrendous crackling noise which nearly blew his eardrums out when I put the phone down. Felt quite sorry for him really!

Plusnet_company_representative · 23 February 2011 at 10:11AM

Hi Butti,

If things aren't moving on as fast as you like drop a post in here with a ticket ID and I'll go and take a look for you to see if I can get things moving.

Cheers,

Matt Taylor

Butti · 28 February 2011 at 11:42AM

Thanks for that Matt. They connected me on 25th February and I've been paying DD on the broadband since early January I think. I shall check. Who do I go to about compensation because I'm not paying for something I wasn't receiving.

B

Plusnet_company_representative · 28 February 2011 at 2:18PM

If neither the phone nor broadband is provided yet you won't be charged for any subscription, though without a look at your account I can't say whether either service is provided and not working or just not set up yet.

Normally we'd wait until the service(s) were working before refunding as then we know how much should be refunded but subject to me being able to find your account I'll happily refund what is owed so far.

Kind regards,

Matt Taylor

Butti · 2 March 2011 at 12:03AM

How do I send you a private message?

B

Coopdivi · 2 March 2011 at 12:12AM

Matt Taylor regularly posts on the Plusnet Community Site forum. I suggest you contact him there.

http://community.plus.net/forum/

G_M · 2 March 2011 at 7:01PM

Butti wrote: »

How do I send you a private message?

B

Put your mouse over his name (to the left of his post), and left click. Select " Send a private message to....". Easy!

Plusnet doing my head in

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