Thank you

[#1]

For finally putting an end to my 3 week misery of no broadband. I think Plusnet owe you a pay rise and a promotion!

On 25th September (nearly 3 weeks ago) a small power outage knocked out our internet and nothing came back other than random devices over wifi. The last time this happened back in July, it took 4 days for the faults team to identify the issue, reset the line and get us back online.

This time when it happened, I requested the same procedure but was told the request had been rejected because it was not the same issue. Instead, Plusnet decided to send out 3 separate Openreach engineers, force me to re-contract before they would send out a replacement router (which increased my monthly cost), then sent out a second replacement router when the first one failed to resolve the issue. They then sent out a Qube engineer who said the cause was most likely due to the routers not having the latest firmware, it then took a week to get the firmware upgrade. When that didn't work, I had to add to my already 5-6 hour tenure on the phone to technical support. Fortunately I was put through [CSA Removed] who, when I mentioned the line reset, basically said "Sure, no problem, I'll do a DLM reset now. Give it 4 hours and then switch your router off at the wall for 10 seconds". And guess what? Everything came back this morning.

So thank you [CSA Removed] for doing what the customer asked. If the other staff members had done that in the first place, this issue could have been resolved in a matter of hours, not 3 weeks. Not only have you put an end to this ordeal, you have also potentially saved my business and my job!

I would very much like Plusnet to investigate why a mini power outage causes this and requires the line to be reset. Also, why it took nearly 3 weeks to resolve an issue that could have been sorted in a matter of hours.

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#2]

Hello @lorddepravus

Thanks a lot for your post today, and thank you ever so much for the great feedback! We really do appreciate it. I'd very much like to forward this on to the agent whom resolved your issues, so rather than tell me their name, please could you just provide me with the date in which this call took place, and I'll figure it out from there.

In regards to the line being reset, this is caused by Openreach's DLM software, and it something that isn't directly influenced by ourselves. Saying that though, agents should know when and when not to request a DLM reset.

[#3]

@adam945 sadly her name was removed from my post by the admins because apparently it violates the forum rules. I'd be very happy if you could relay the thanks to her. The correspondence was at 5:55pm last night (13th October).

As an additional piece of feedback, I'd suggest it would be a good idea for there to be some communication between Plusnet and Openreach about the DLM software and how this issue can be resolved more efficiently. This can't happen every time there is a power outage and to be told by both parties (Openrech and Pusnet) that it's the other party's fault doesn't inspire confidence from a customer's perspective.

[#4]

Thanks for getting back to us @lorddepravus

I've found the adviser you've spoken to by looking into the edit history of your post. 

I've arranged for your feedback to be passed onto them for you.

With regards to DLM, appreciate it looks like it could work better but it's not really under an ISP's influence unfortunately.

[#5]

Glad to hear it's sorted @lorddepravus 

I'll be honest though: I'm utterly baffled as to how DLM can have anything to do with a complete inability to access the Internet from certain devices