Internet buffering/disconnecting after 9pm

[#1]

@MK1 

The compensation scheme only applies where there is a complete loss of service extending beyond two clear days after the day on which the issue was reported.

It is not clear from the various posts here that this is a complete loss of service, thus the applicability of the Ofcom compensation scheme here is not clear.

Regardless, where a user is so very reliant on having a working connection for essential business purposes, it would be unwise to operate (by design or wreaklessness) on a single connection.  Having fall back to another line, or (as offered by BT and EE) a service which facilitates 3/4G fall back operation, would be a wise approach.

[#2]

- Thanks! I’ll upload the log tomorrow.

@Townsman - I would hazard a guess in that not being able to access/use the service would constitute as a loss of service, which applies in my situation.

Yes, I appreciate everyone would care for a fall back plan in the event of an ‘what if’ situation. However, in reality, cost saving matters, and I expect PN to uphold the service it promotes. There should be no need to apply further expenditure on a backup.

Either way, my contract is due to renew in the next few days. If the problem remains, well then it’s time to switch to another provider.

[#3]

...but given that the issue appears to be with the BT Openreach infrastructure and their SLAs, changing ISPs will make diddly squat difference unless YOU choose to pay more for a business grade service.

[#4]

@Townman, so what you are really saying is that Plusnet is not suitable for anyone who works from home?

Even a Plusnet business broadband account has the same fault resolution target (unless you pay an extra £8.50pm (+VAT?) for Enhanced Care which has a 24 hour target), although the business package comes with a target 8 hour "response" target, so at least you'd get an acknowledgement of your fault report. There is no option for a 4G failover, even with a business account.

[#5]

@corringham 

If earning one's living at home is so dependent on a working internet service, it would be prudent to select a service provision which assured high availability - as does commercial business premises services.  High availability is attained from either...

• A highly responsive SLA for repairs
• A service which does not have a single point of failure - that is there is in-built redundancy

Resilience need not come from the same service provider - the availability of a PAYG MiFi would be a good "insurance" plan for the rare occasions that the primary service is not available.  High availability (with some manual intervention) need not come at a high cost, but if it is deemed so ESSENTIAL then it needs to be planned for.

None of these services are sold as 100% reliable (because they are not) - if one is 100% dependent on them, it would be wise to plan and pay for resilience thought appropriate to the risk and consequences of being without the connection.  Compensation somewhat points to an expectation of someone else dealing with an issue one has not considered in the choice of buying the cheapest option in town.

In summary, if the loss of the ONE connection was so mission critical, I would look to have a fall-back plan, probably not from the same supplier or using the same technology.

As ever, stimulating input from you, which has prompted me to consider what happens if the new Plusnet Business service to the village pub I am about to commission goes down?  Last time I was in that environment, we had to go cash-only on the multiple occasions that BT OR broke the aluminium circuit (even with 24-hour business cover). On one occasion it broke 30 minutes after a Friday afternoon "repair" and took until Sunday morning to get fixed ... Plusnet moving heaven and earth to get BTOR out again.

Thank fully these days, card payment machines have in-built resilience, they can flip over to SMS ... which is fine if there is a decent mobile signal.

... on another front a total power-out would be a different matter which many commercial business premises have back-up generators for!

[#6]

If your Employer considers your work from home essential then they should provide a separate line.