Broadband
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Broadband
19-05-2010 9:35 AM
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Can someone please clarify what is going on?
Have I an active phone line yet?
Is my broadband being activated on Friday?
Also if the engineer doesn't need to come to the premises how can they check if somethings improved since they left it?
Re: Broadband
19-05-2010 11:02 AM
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I'm sorry to hear you've had some difficulties with this and maybe not the most informative responses from us.
I'm looking into this one now and will do what I can to get to the bottom of this for you to get some clarification. I'll update this thread again ASAP.
Re: Broadband
19-05-2010 1:05 PM
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An appointment has been booked for between 0800 and 1300 for this so please let us know if this is not convenient for you and needs to be rearranged. Following the line installation we will place a broadband order which should complete in 5 working days from that point.
Please accept our apologies for the lack of clarity so far here and also the incorrect date of the 18th which was issued to you. We do acknowledge that first impressions are important and that we've not made a good one here so work will be done to ensure that anyone who has incorrectly advised to will be educated and trained appropriately and I will be making checks on the progress of your order from here to ensure things go more smoothly.
Please don't hesitate to come back to me if you have any further questions or concerns about this.
Re: Broadband
21-05-2010 10:30 PM
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Had it been a day off work it wouldn't have been too bad, but having waited almost two weeks after an estimate of 2-4 working days to then take a day off work to wait in for an engineer, I am more than a little annoyed to say the least. Also I have to pay for internet access for 2 weeks more than I had planned which is costing me a bomb as it's BTOpenzone.
I would be eager to know how often people get their phone and broadband activated within the 11 working days that are stated.
At this stage I am almost inclined to just get BT to do the whole lot, as they have said prior to me requesting PN that they would reimburse my contract if I took out a contract with their home broadband but I did not take them up on this offer as I thought I would have broadband by now, appears it may be well worth waiting a further two weeks for BT to do it.
Will sleep on it and decide in the morning.
Re: Broadband
21-05-2010 11:08 PM
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I would like to thank the customer service advisor who dealt with this on the phone in a very good manner, looks like my order is progressing as planned.
I would just hope that not everyone gets such delayed responses since the engineer was meant to have done the work by 13:00 and I got my reply at 22:00. Also, could the engineer not have rang me to advise me he was working at the exchange rather than have me sitting here wating all day? I appreciate this may not be possible, as I have worked in utility companies, but if not it would make more sense to me that the engineer works at the exchange before making appointments for home visits?
Re: Broadband
24-05-2010 9:24 AM
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The engineer appointment needs to be booked in case he needs access to your premises, although this is not always the case. Did the engineer not call the line once the work was complete?
As you said, the order is progressing fine, and Adam is keeping an eye on this for you.
Re: Broadband
25-05-2010 7:52 PM
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Re: Broadband
26-05-2010 9:02 AM
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I've checked on the order and it's due to complete on Friday - if we see any connection attempts on your account we can activate your account early for you however unfortunately there's nothing showing at the moment. If you put your username and password into the router and try connecting I can let you know if we're seeing attempts today, and then activate the account if you wish?
Re: Broadband
26-05-2010 6:21 PM
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00:14:17 (since last boot) xDSL linestate up (ITU-T G.992.1; downstream: 4896 kbit/s, upstream: 448 kbit/s; output Power Down: 19.5 dBm, Up: 11.5 dBm; line Attenuation Down: 47.0 dB, Up: 29.0 dB; snr Margin Down: 6.0 dB, Up: 21.0 dB)
00:02:18 (since last boot) xDSL linestate up (ITU-T G.992.1; downstream: 4928 kbit/s, upstream: 448 kbit/s; output Power Down: 19.5 dBm, Up: 11.5 dBm; line Attenuation Down: 47.0 dB, Up: 29.0 dB; snr Margin Down: 6.0 dB, Up: 20.0 dB)
Re: Broadband
27-05-2010 9:18 AM
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Please let us know, thanks.
Re: Broadband
27-05-2010 4:45 PM
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Thanks
Re: Broadband
28-05-2010 9:59 AM
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Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Broadband
28-05-2010 7:05 PM
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Getting sync on the DSL but it still says there's no ATM or PPP.
It's defintiely connected to the right socket as the other two aren't giving me any DSL connection.
checked passwords and usernames a million times....
every time I try to connect I just get an error stating
Connection could not be established: Disconnected by user
getting more than a little peeved at this stage, especially having read on another topic that it required an engineer visit and I am not really in the mood to take another half day off work for the same thing to be done as previous.
So much for a 2-4 day and then 5-7 day lead time it is now 20 days to the day and still don't have working internet... it's the internet I want not bothered about the phone itself, hence not having bought one as I keep getting asked when I ring customer services.
Think I may be looking for a refund at this stage.
Re: Broadband
29-05-2010 6:33 PM
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Have logged it with tech support... hopefully this is a quick fix of just moving cables in the exchange come Monday as if it requires the full provisioning time I will definitely be going with someone else... as I am unwilling to wait 20+ days again when I have since realised my savings will not be that much in the long run.
Re: Broadband
31-05-2010 11:48 AM
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it is a bit vague.... but I think the jist of it is that it's been sent to BT to reprovision the correct number which is going to take seven days, they're just not saying it as such.
If this is the case please don't bother, just refund my money and provide a return address for the router. I have had to pay for so much BTOpenzone access at this stage I am actually quite happy with the service I'm receiving.
Shame.
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