6 Weeks now without phone line fix? Totally dead - help!
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Re: Week without phone line fix? Totally dead - help!
20-06-2012 3:36 PM
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@jelv - I believe it's Openreach that are the owners of the phone network, however that being the case it comes down to business decisions. You're aware that if we were to offer refunds for downtime on broadband faults we'd have to increase subscription costs to cover it - it's the same deal with this and voice faults, if we were to offer it we'd need to do the same.
Re: Week without phone line fix? Totally dead - help!
21-06-2012 5:54 PM
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As it happens I've just been considering an upgrade to a fibre connection and I see that a Plusnet phone service is a requirement for this. It does come over that while Plusnet are an OK ISP they are poor when it comes to either progressing faults or keeping their customer informed. When my telegraph pole was a victim of last winter's gales BT couldn't have been more helpful in keeping me informed and connected via my mobile. It would be a big ask to give up that standard of service.
Re: Week without phone line fix? Totally dead - help!
21-06-2012 6:19 PM
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Thanks for your patience.
I do appreciate that you have now been without a working phone for 19 days.
Please rest assured that we are doing everything within our power to get this issue resolved. We are are unable to simply re-route the cable in order to bypass the property next door.
I am checking with BT again this afternoon for an update and will advise you accordingly.
Please accept my apologies and appreciation for your patience while this dealt with.
and then about 2 hours later:
Thank you for your patience. I have been in contact with BT and have been advised that the case handler for your escalation is currently working through his work load. We will advise you of any updates as soon as we receive them.
We will now place this question on hold until 22/06/2012 at 07:00 to chase this update for you.
Re: Week without phone line fix? Totally dead - help!
23-06-2012 12:51 PM
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Still only 2 months to go and I'l be looking elsewhere.
Re: Week without phone line fix? Totally dead - help!
23-06-2012 2:37 PM
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Do I understand right, you don't have a working phone line because OpenReach still haven't installed it? (presumably after a house move?).
Edit: Looking at your previous posts you seem to be having a problem with your phone line (noise - crackling) which you rent from BT Retail - have you reported the fault to BT Retail? This is not the issue in this thread, and in any event not Plusnet's fault either.
Re: Week without phone line fix? Totally dead - help!
24-06-2012 11:26 AM
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Quote from: Matt
@jelv - I believe it's Openreach that are the owners of the phone network, however that being the case it comes down to business decisions. You're aware that if we were to offer refunds for downtime on broadband faults we'd have to increase subscription costs to cover it - it's the same deal with this and voice faults, if we were to offer it we'd need to do the same.
Are you saying BT retail get a better deal from Openreach withh regards to phone faults, re-routing and compensation? If not why can't you offer the same services, your prices are not much cheaper?
Re: Week without phone line fix? Totally dead - help!
24-06-2012 11:43 AM
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Quote from: Anotherone @ad1mcb
Do I understand right, you don't have a working phone line because OpenReach still haven't installed it? (presumably after a house move?).
Edit: Looking at your previous posts you seem to be having a problem with your phone line (noise - crackling) which you rent from BT Retail - have you reported the fault to BT Retail? This is not the issue in this thread, and in any event not Plusnet's fault either.
I have had my phone for over 10 years at this address without any problem.I have been with PN for 8 months or so and suddenly a week ago my phone goes down and has been completely dead ever since.
Not sure what you mean by mentioning BT. I have no contract whatsoever with them-I am purely contracted to PN for everything.I was told my problem would be sorted on Friday-2 days later I am still waiting.
Yes it is PN's fault!
Re: Week without phone line fix? Totally dead - help!
24-06-2012 1:27 PM
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But they are cheaper, that's the point, and prices would have to go up to provide that
Quote from: glloyd Are you saying BT retail get a better deal from Openreach with regards to phone faults, re-routing and compensation? If not why can't you offer the same services, your prices are not much cheaper?
Re: Week without phone line fix? Totally dead - help!
24-06-2012 4:47 PM
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If their service is going to be inferior to that of BT's then that should be notified to potential customers.
dick:quote
Re: Week without phone line fix? Totally dead - help!
24-06-2012 5:09 PM
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Re: Week without phone line fix? Totally dead - help!
24-06-2012 9:43 PM
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Quote from: Anotherone But they are cheaper, that's the point, and prices would have to go up to provide that
I think this is a point made earlier by a PN rep, however PN's prices are very little cheaper than BT's - in fact in some areas they are more expensive - so I would have thought that offering identical assistance during an outage would be easily possible with little financial hit.
It is very likely indeed of course that for historic reasons BT are better able to grope through the OpenReach system and get a better service (not that anyone is likely to admit to this). I do think that PN should be prepared to take the hit on redirection costs if a fault goes unresolved for such a time. This is called customer service. PN of course are effectively in competition with BT to provide a return to their owners so there's the obvious temptation to keep this service to a minimum
adie:green removed quotes around edited posts
Re: Week without phone line fix? Totally dead - help!
24-06-2012 9:47 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Week without phone line fix? Totally dead - help!
25-06-2012 11:40 AM
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Re: Week without phone line fix? Totally dead - help!
25-06-2012 2:27 PM
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BT will look after their own customers as a priority and we are essentially second raters when it comes to sorting problems.
Re: Week without phone line fix? Totally dead - help!
25-06-2012 2:57 PM
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At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
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