Great customer service from my ISP – and a useful BT exchange status checker

This content is 16 years old. I don't routinely update old blog posts as they are only intended to represent a view at a particular point in time. Please be warned that the information here may be out of date.

There’s a lot of bad things written about UK Internet service providers, so I’m really glad to have a positive tale to tell tonight. My ISP (Plusnet) may not be the least expensive but, after my friend Alex’s experience of moving from Nildram to Virgin and seeing the line speed on his connection drop from 6Mbps to less than 512Kbps (on the same line, with the same equipment at his end) and Virgin telling him that was the most the line would support, I’m reluctant to switch ISPs – especially as my ADSL connection is normally rock solid with the router reporting a connection speed around 7Mbps.

Unfortunately, as I’m here burning the midnight oil, putting the finishing touches on a presentation I’m supposed to be delivering via Live Meeting (over said ADSL line) tomorrow morning – my connection has gone down. Arghhh! After restarting almost all the equipment on my home LAN, I noticed that my router’s PPP interface had not picked up an IP address, despite showing operational DSL status. I called Plusnet, expecting a lengthy wait, only to be surprised as my call was answered within seconds of selecting the technical support option from the ACD prompt. The really helpful tech support guy that I spoke to (Jake) was just working though checking my router settings when he noticed that my local telephone exchange has a major service outage – detected at 22:26 this evening (just before I got home) and due to be cleared by 00:26 (by when I had hoped to be in bed…). Not to worry – at least I know it’s a problem at the exchange.

Plusnet Exchange Checker showing a major service outage at my local telephone exchangeThe good news is that Plusnet also has an exchange status checker in the user tools section of their website – and even though my ADSL line is down, I can use my iPhone’s mobile data connection to access the status reports.

It’s currently a minute past midnight and the connection’s not back up yet… but at least I can feel better as I keep track of BT whilst they fix the line.

[Update: 00:14 and the line is back up… just enough time to publish this blog post and catch some zeds before an early start tomorrow.]

2 thoughts on “Great customer service from my ISP – and a useful BT exchange status checker

  1. Thanks for the comments Mark. It is always much appreciated by everyone here when people take the time to write us good feedback.

    If there is ever anything we can do for you, please do get in touch.

    Ian Wild
    Plusnet Support

  2. I’ve been with plusnet for phone and broadband for about 3 years and must say “can’t fault them”. Customer service is fanatical and downtime is very rare.

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