Good Morning
Just to say that yesterday I had no internet access.
Doing a trace route showed quite clearly that the problem was somewhere within the PlusNet network.
What I should have done was switched off WiFi on my mobile, and then using 3G accessed the PlusNet status pages.
However the mistake I made was to instead call the customer service centre, silly me!
After the usual "security" hoops all these companies make you jump through for vaguely no reason, I asked the CSC operative
whether PlusNet were having any problems as I can trace route as far as their network and my own router appears to be stable &
connected. Not a chance - standard scripted reply to restart the router, which in fairness did restore a very very slow connection.
Personally I think the internal problems at PlusNet started to be resolved around the same time, so my router restart was coincidence
rather than a real solution.
CSC operatives (I think this was a fall-over to a foreign outsourced call centre) really really need to listen a bit more to the customer
enquiry, which was "have you guys got any problems right now, as I don't like restarting my otherwise rock-solid and stable router too many times - because it messes up the BT profile and affects my ADSL2+ 21CN speed - as you know" (I doubt he did know about the 21CN , in fairness)
OK the CSC guy was very polite and well-spoken, but current issues should be available to them - and they should be able to deviate a bit from script especially when a customer asks if they are having any problems. If he'd said yes, and gone into a bit more detail as is available on the status page I would have decided to leave my own router alone.
Otherwise the line & service has been nothing but superb - this is the only the 2nd PlusNet caused downtime I've had in the 3 1/2 years running PlusNet ADSL here. For me the service is superb & reliable.
Best regards,
Ashley
