Line drops - line check request

[#1]

Hi,

I have experienced a few service drops in my broadband over the last few days. Could somebody check my line please?

I have some really important online meetings later this week and next, so really want to sort any problems out soon if possible.

Many thanks in advance.

[#2]

Check current line speed via plusnet member account and also run btwholesale performance test and click Additional Diagnostic here: https://speedtest.btwholesale.com/

[#3]

Thank you very much. This site does help with speed checks but does not test line integrity.

Could someone look at when/why these outages happened please?

[#4]

@PabloBruno  - It's been dropping a bit, have a look @ http://visualradius.plus.net/visualradius/generated/image16863350292535.png

Whilst testing your broadband I'm seeing a fault with your phone line externally so I've raised a fault on your account that you can track here @ https://www.plus.net/wizard/?p=view_question&id=234530487 and they've given a ERT of 13/06/23 but you will be updated once someone has been out and looked at it. Cheers

[#5]

Many thanks James30 - I will be patient and await a response.

For some reason the fault is 'on hold' till Wednesday. Not sure why the delay is so long just because Plusnet need to contact BT - they are part of the same company after all.

[#6]

@PabloBruno Openreach have a 2 working-day window for residential repairs as part of their Service Level Agreement, and although they are part of BT PLC, they are a separate entity.

[#7]

Hi - the drops are happening more and more. As I work from home my broadband is pretty business critical. It would be appreciated if this could be chased, and asked if BT didn't have to wait 2-3 days to respond.

[#8]

@PabloBruno I am not PN staff, but  the 2 working-day SLA is what it is, and no-one can circumvent it.

[#9]

kay, but the drops are now every few minutes - if anyone can escalate this it would be much appreciated.

[#10]

As above - the SLA is 2 days, and that is what you have. It cannot be 'escalated'.

[#11]

No one is going to escalate this, it is Saturday night, tomorrow is Sunday Openreach are not due to investigate until Monday or Tuesday, you have chosen a budget broadband provider who are responding as per the SLA's they have agreed.

If broadband is critical to your work then surely you should be relying on your back up systems, or choosing an appropriate business grade supplier.

Just saying!

[#12]

You bring a wise and critical noise to the party.

Now go home.

[#13]

Earlier this morning I got a test from Openreach saying my fault had been fixed.

However, I am still experiencing drops and when the internet is working the speeds are very slow (16-21Mbps).

Please can someone look into this?

[#14]

Hey there @PabloBruno ! Our suppliers are aware that the issue is not resolved yet and they have until midnight tonight before we can chase them. Our faults team will keep an eye on this for you.

[#15]

Many thanks WIll - I'll be patient and wait for a response/resolution.