Oh Dear! Lost Phone Connection then lost Broadband but IDNet came to the Rescue

[kerrso05]

Guys as you know I came to IDNet Tuesday Week ago and everything was fine. Good speeds  and then I lost my Phone Connection. Couldn't ring in or out, so I contacted my Service Provider , the Post Office who confirmed that there was a fault on the line (Story/Excuse was, a cable for the exchange had to be ordered from another supplier and could take 3/4 days) Meantime, Broadband speed was very good and everything on my Broadband connection was "Hunky Dory"
Then, on Friday at approx. 10.30am my Broadband connection went down,  so I checked my Phone and it was back working. I phoned the Post Office and complained that my Broadband connection had gone down at the same time as the phone connection had been fixed. They responded in rather unhelpful way in that they had sorted the Phone connection and as they were not the Broadband Service Providers they couldn't help.
I made a quick call to IDNet and spoke to J*m*s (I don't want to use individual names) who asked me to test the connection with the Master Socket (unfortunately that didn't make it connect) so he said that he would raise this fault with BT and request a BT Engineer visit my home. Unfortunately, this was at 5.55pm on Friday (IdNet Closes at 6.00pm) but on Monday at around 8.00am J*m*s phoned me to say that he had booked an appointment with a BT Engineer to call at my house today between 8.00am and 1.00pm. He reassured me that this matter would be sorted that the problem was more than likely based at the exchange.
The BT Engineer called this morning at 8.30am and after doing a test at my master socket confirmed that the fault lay at the Exchange. About half an hour later the 'LINK' light on my Router became steady and my Broadband Connection returned. The BT Engineer then phoned to confirm that he had fixed the fault at the exchange and asked was I connected to the Broadband to which I confirmed that I was.
Excellent Service from IDNet especially from J*m*s.

So a Big THANK YOU  to J*m*s (Employee of the Month Award, if there was such an award)






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[Rik]

I'm sure James will be delighted with your comments, Harry. TBH, I'm not surprised at what happened, left hand and right hand stuff.

[Inactive]

A nice result..

[Gary]

Shows why its worth being with a decent small ISP  if that had been Orange you would have been still on hold

[kerrso05]

I'm sure James will be delighted with your comments, Harry. TBH, I'm not surprised at what happened, left hand and right hand stuff.

Rik, I didn't know whether it was appropriate to use the name of IDNet Employee on here or not..........but there you go.

A BIG THANK YOU to JAMES 

it was superb Customer Service I received from James and I am so glad I am with IDNet and not the Plusnet, PO or any other Internet Service Provider

[Rik]

We're family here, Harry.

http://www.idnetters.co.uk/forums/index.php?topic=4736.msg79126#msg79126
http://www.idnetters.co.uk/forums/index.php?topic=4738.msg79128#msg79128

[Lance]

BT strike yet again!!!

Glad IDNet was able to get it sorted though! If only IDNet did the phones as well!