We woke up on Sunday to find our internet was down. All lights on the BT modem and router are solid green, save the internet light, which is off. Figured it might be a temporary thing, so waited till yesterday afternoon to phone customer support. First called at around 14:15, was told to turn everything off for 30 minutes and some tests would be run. I would be phoned back with the results after the 30 minutes. At 15:15 I was still waiting for the phone to ring, so called up again myself (another 15 minutes on hold). I was told I had been called and they left a message on our answering machine, which was found to be void of any messages. I ran through some fault finding with a new support department employee, though every time I had to do something, he had to put me on hold and go check with ah colleague what exactly could be tried next, suggesting a lack of training/knowledge. It came down to me being asked to connect directly to the BT modem and see if we had an internet connection then, this did not work, at which point the support employee started suggesting this was impossible and that I had to be doing something wrong, though I was following his instructions to the letter, I also later checked via the internet on my phone and I did it correctly. He also started suggesting my computer might be the cause of the problem, highly unlikely, we have quite a few computers connected to the router and none of them work, the internet light is out anyway on the router, so the mere suggestion and the way it was said was borderline offensive to me. He also started to suggest in his manner of talking that I didn't know what I was doing and asked if I could get anybody in that knew more about computers. In the end I just hung up as we were going in circles and I was getting rather angry over how the employee was talking to me, I am not a child. A ticket about the problem was logged in the system in the process, ticket 82121716.
I checked this morning and found no follow up on the ticket. I tethered my mobile phone with my computer and managed to run Plusnet Assist. This suggested an error with the line and logged a new ticket 82171657, which according to the automated message, was escalated. I have only received a few automated responses to this ticket, no progress update or similar.
Could somebody please update me on our issues, I've had to go out an spend money to get 3G internet to tie us over and I would like to have this sorted as soon as possible.
