topic Re: No phone or internet for 7 weeks in Home Phone

No phone or internet for 7 weeks

Marksfish — Fri, 08 Dec 2023 17:21:32 GMT

I don't come here very often now as an ex PN customer, but my Dad is still a customer. He is an elderly and vulnerable customer who after a good start, PN seem to have given up on. Apparently there is line replacement due to be carried out which was due to be completed yesterday (despite giving an updated date of the 3rd). He is hearing impaired and had an induction loop on his home phone, he doesn't do mobiles very well. Eventually after toing an froing over Facebook a divert was made to his mobile. Plusnet have failed to keep him updated, despite keep promising to ring him. I have tried to get him to pass over account details so I can check his tickets, but the username/ password combo he has given me is wrong and it appears he hasn't used his email address, so can't use that. He lives 125 miles away, so am unable to drop everything to be with him when he tries to call. I have advised him to make a complaint, but he can't as he has no internet access and can't really hear too well on the mobile. At £9.33 day for each da without service, I would have though PN would be pushing for this repair to be completed.

Very disappointed in the lack of assistance. communication being given to a vulnerable customer, I thought things had improved.

Mark

Re: No phone or internet for 7 weeks

jab1 — Fri, 08 Dec 2023 17:28:44 GMT

@Marksfish A terrible situation. Is your dad registered as vulnerable? Hopefully one of the Help Team will pick this up sharpish and sort it for you.

Re: No phone or internet for 7 weeks

MatthewWheeler — Fri, 08 Dec 2023 17:36:09 GMT

Hi @Marksfish

I'm really sorry to hear this has happened.

The case is with our Customer Assist Team and has been raised as a high priority job to try and get this fixed as soon as possible.

Unfortunately underground ducting work is needed and they've had to book traffic management in for this to be done safely.

As soon as we know more we'll update the ticket further

Re: No phone or internet for 7 weeks

Marksfish — Fri, 08 Dec 2023 18:03:29 GMT

Thanks Matthew. However, PN keep saying they will update my father and they don't. I have 2 FB messages unanswered today asking them to ring and update him with what is happening and to remind him of his username so I can check what is going on in the ticketing system. Each message replied to promises a call, which never materialises.

I realise Openreach works are outside the control of PN, but to keep the customer in the dark without regular updates is unforgivable, especially knowing that he can't get emails, Whatsapp or similar. A phone call or a text goes a long way to keep the customer happy and informed, especially when timeframes told to be completed by are exceeded.

Mark

Re: No phone or internet for 7 weeks

MatthewWheeler — Fri, 08 Dec 2023 18:10:20 GMT

I'm sorry to hear that @Marksfish

From what I can see we've been trying to call the mobile on the account and we've also been sending updates via e-mail.

If those details aren't right for whatever reason we'd need them updating.

If you can drop me a PM with what they are I'll see if I can get it updated

Re: No phone or internet for 7 weeks

Marksfish — Fri, 08 Dec 2023 18:38:58 GMT

Thank you. PM sent.

Re: No phone or internet for 7 weeks

Marksfish — Fri, 08 Dec 2023 20:09:55 GMT

In touch with Matt. Finally managed to login to Dad's online account. Next update 15th December ☹️

Re: No phone or internet for 7 weeks

Marksfish — Fri, 22 Dec 2023 20:17:29 GMT

Still no phone or internet. the job was supposed to be finished today. Openreach are really dragging this out 😡

Dad says he has received an EE mini hub today with no letter, instructions, wires or plugs. Can someone give me an idea what he is supposed to do with it and how he uses it for a connection please?

Thanks

Mark

Re: No phone or internet for 7 weeks

Marksfish — Sat, 23 Dec 2023 10:14:39 GMT

- CSC Analyst

4:43pm, Wednesday 20 Dec 2023

This Question is now on hold until Saturday 23rd December at 7:00am.

Kind regards,

Any update on the ticket please, apart from the line is not fixed?

Re: No phone or internet for 7 weeks

Anonymous — Sat, 23 Dec 2023 13:32:05 GMT

@Marksfish

If it is anything like the BT Mini Hub that they supplied when I was with them, it is a WiFi device that receives the broadband signal over the mobile network and creates a wireless network for devices.

Is there a battery cover that can be removed? If so, there may be a sticker inside with the WiFi SSID and password for you to set up your devices to.

Re: No phone or internet for 7 weeks

Marksfish — Sat, 23 Dec 2023 16:04:36 GMT

No idea what has arrived Mr_Paul. Matt said a MIFI would be sent if the fault was going to take a while and Dad has confirmed something has arrived. I have no idea whether the sim is included/ inserted/ setup to run? I have asked CS for assistance/ instructions, but the ticket has still not been updated and no response on here today either. I know it is Christmas weekend, but there are staff in and to not update the customer is particularly shoddy given the length of time. I will be seeing my Dad over the period, so at least I will get to see the issues first hand and try to sort out the mini hub (or whatever it is) if he hasn't already done so.

Mark

Re: No phone or internet for 7 weeks

Marksfish — Sun, 24 Dec 2023 09:11:48 GMT

As per my voicemail, the last update we received was Openreach had expected new ducting to be laid by the end of the day on Friday 22nd. Unfortunately we have had no confirmation this went ahead and are not now due an update until 29/12/23. Once this has been received we will be back in touch to advise yourself further

I realise that the line is owned by Openreach, but as my father's ISP, I really don't believe Plusnet are getting a grip on this to complete a full fix in a timely manner. they don't need an update from OR, the line is still not fixed!! This has been going on now since the end of October with the fault finally reported early November. It shouldn't be taking this long, especially as, in the ticket, it says 60 properties are affected.

Mark

Re: No phone or internet for 7 weeks

JSHarris — Sun, 24 Dec 2023 10:20:55 GMT

Openreach can take a long time to fix lines, even when the fault affects a number of properties. Our local news highlighted a whole village (about 100 people) left without a connection for weeks back in the summer. The impression I have is that Openreach has diverted a lot of effort from line repairs to new fibre installation, so extending the repair times for line faults.

Re: No phone or internet for 7 weeks

Marksfish — Fri, 29 Dec 2023 11:15:51 GMT

Ticket has been off hold since 7am and am awaiting an update.

Re: No phone or internet for 7 weeks

willcutforth — Fri, 29 Dec 2023 12:18:08 GMT

@Marksfish One of the escalated faults team will get back to you about it today but I will keep an eye on it whilst I am in until 8pm

Re: No phone or internet for 7 weeks

Marksfish — Fri, 29 Dec 2023 14:14:52 GMT

Openreach have informed us that they will have a further update regarding the progress of your fault by close of business on 03/01/2023 which realistically means we will be in receipt of an update from them by the next working day. We will contact you again upon receipt of their reply.

Not good enough. I'm presuming the date is a typo? I have been unable to visit this week due to illness, so the fact no instructions were ever furnished to assist my Dad to get online with the mini hub that was sent, he is still going without. I realise Christmas and new year have got in the way, but you don't find UK Power Networks not making repairs to infrastructure and re- connecting customers in a timely manner. I would hazard a guess and say 2 months is in no way a timely manner.

I was also advised this was already being treated as a complaint, but to my knowledge, my Dad had had nothing to acknowledge the complaint has been raised and is being looked into as such. If it isn't and the 8 weeks wait for the ombudsman is yet to begin, that would be a travesty.

I'm really not happy with the way this is being treated, my Father is becoming increasingly isolated with this lack of service.

Regards

Mark

Re: No phone or internet for 7 weeks

MisterW — Fri, 29 Dec 2023 14:56:33 GMT

but you don't find UK Power Networks not making repairs to infrastructure and re- connecting customers in a timely manner

Electricity, Gas & Water are classified an essential services and so suppliers are obliged to have engineers available 24/7 to complete repairs within prescibed SLAs and hefty penalties for failing!. Currently, telecoms is not considered essential , maybe it should be ? but that would require OFCOM to get some teeth, insist on tough SLA's with suppliers and we'd all be paying a lot more for our broadband and phone service...

Re: No phone or internet for 7 weeks

Anonymous — Fri, 29 Dec 2023 16:19:01 GMT

@MisterW wrote:

Currently, telecoms is not considered essential , maybe it should be ?

House of Lords Library : Coronavirus and the telecoms industry - 27th April 2020

Telecoms are part of the UK’s critical national infrastructure and have been identified as an essential service.

Re: No phone or internet for 7 weeks

JSHarris — Fri, 29 Dec 2023 16:53:56 GMT

Also recently come up again with the issue of the vulnerability of some people that rely on phone connections for safety, automatic emergency calling etc. It was in the context of the PSTN switch off in 2025, but the core principle that phones are an essential service for many applies.

Re: No phone or internet for 7 weeks

willcutforth — Fri, 29 Dec 2023 18:48:58 GMT

I completely get that, I would be fuming as well at this point. I am going to leave it with that team as they are constantly in contact with Openreach and we can't tread on their toes when they are more equipped than we are.