topic Re: Poor service - fault 55597869 in Plusnet Feedback

Poor service - fault 55597869

riccardob — Wed, 23 May 2012 17:25:06 GMT

I have had a broadband fault on my line for the past week and an engineer had been booked to visit today.
No one turned up and I received no call to advise of any delays / changes.
This has now resulted in me waisting a day's holiday and my broadband still has speeds closer to those of a 56k modem.
Also plusnet staff wrote on the online notes that I would receive an update today at 6pm. It is now after 2130pm but no update has yet been provided.
I don't think this is acceptable service.

Re: Poor service - fault 55597869

riccardob — Thu, 24 May 2012 07:50:15 GMT

Further update: it is now 850 Thursday morning and still no update from the help assistant on my ticket and no apology for missed appointment.
jim:quote

Re: Poor service - fault 55597869

orbrey — Thu, 24 May 2012 09:17:35 GMT

Hi there,
I've just been on a (slightly frustrating) echat with our suppliers trying to find out what happened here, sorry the engineer didn't attend.
Basically it seems there wasn't enough resource, which I assume means he had other jobs that overran but 'not enough resource' was all I could get. They've said that he will go and do the work today, and that he'll be in touch with you directly about access to the premises but again I wasn't given a time. I suspect the best thing to do would be for you to arrange that directly with the engineer and if there are any issues let us know and we'll rebook the appointment when it's convenient for you.
I'm sorry for the lack of information but hope this gets sorted out for you soon.

Re: Poor service - fault 55597869

riccardob — Thu, 24 May 2012 09:23:28 GMT

Matt this still does not excuse the fact that the engineer failed to ring me to tell me he was not coming. I am expecting some sort of compensation for the missed appointment. Has this been discussed with BT? Plusnet / BT are quick enough to tell people
that if the fault is found with the customer's wiring you charge 60 pounds.
In terms of attendting to the fault, I am not at home today so the engineer will not have access to the house should he need to check the wiring.
My gut feeling is that I will not hear from the engineer anyway so can you advise me what to do if i don't hear from him. In all honest am reluctant to deal with your call centre.
dick:quote

Re: Poor service - fault 55597869

orbrey — Thu, 24 May 2012 10:08:02 GMT

Understood, though I'm afraid as we're not able to claim any compensation we won't be able to offer any unfortunately.
Regarding today's visit I understand and hope that the engineer does call, but we'll see. If you don't hear from him then we'll update the notes following whatever he does (hopefully he'll still be able to check the line and exchange) and be in touch.
Happy to arrange things here if you like but while I can understand your reluctance to call in you'll still need to update the ticket with details of how things are working - hope that's okay?

Re: Poor service - fault 55597869

riccardob — Thu, 24 May 2012 10:15:16 GMT

I will update on here this evening but I would bet that no engineer gets in touch with me today.
I will also update my ticket.
Please note that the ticket has not yet been updated at your end though.

Re: Poor service - fault 55597869

orbrey — Thu, 24 May 2012 10:33:22 GMT

Sorry about that, my bad - I've updated it with a summary of what we've discussed and will make sure it's kept up to date.

Re: Poor service - fault 55597869

riccardob — Thu, 24 May 2012 18:40:16 GMT

FAO: matt Taylor / Adam Walker.

It is now 1932 pm and as I predicted no engineer rang me on my mobile.
I've come back home and there is no calling card from BT, nothing.
So we now have two missed appointments for this fault.
I have stopped short of sending a complaint / request for letter of deadlock but I am close to losing my patience.
I don't think that the channels Plusnet are using are going to help in sorting this fault.
I therefore request that Plusnet do the following to address this fault once and for all:
1) Escalate the matter to BT complaints manager level and not via usual e-chats with customer advisors at BT. I know that in the past you have done this for other users.
2) Request that another BT engineer is appointed to the job as the current one has no grasp of basic customer service. There is no point me making an effort to attend an appointment if the same engineer is tasked with visiting my property as he is very unlikely to attend or to make any contact in a timely manner on my mobile phone.
3) A new appointment is scheduled at my convenience. I am willing to provide a two hour window from 4pm onwards. Plusnet need to make sure that BT log my requirements in terms of my availability. again no point booking a standard appointment.
4) A request is made to BT that the engineer should contact me on my mobile and not on my landline should he need to contact me.
I await the next update.

Re: Poor service - fault 55597869

riccardob — Fri, 25 May 2012 08:50:41 GMT

I have checked the ticket and there has been no update from plusnet since yesterday.

Re: Poor service - fault 55597869

adamwalker — Fri, 25 May 2012 10:30:56 GMT

Quote
no update from plusnet since yesterday.

Hi, as I mentioned to you by PM Matt is dealing with this and we're aiming to update you on a daily basis so you will receive an update at some point today.

Re: Poor service - fault 55597869

riccardob — Mon, 28 May 2012 10:36:34 GMT

This is the reponse i got via mia ticket on Friday afternoon

"Thanks for contacting us.
I'm sorry to hear of the issues you are having with your broadband connection.
Matt on the forums has asked me to look into this issue to see what can be done from a faults perspective.
After looking through the history of your fault, I don't think its worth submitting any request for a deadlock reference number at this moment in time. From a faults perspective, everything possible has been done to get an engineer to attend to your issue.
As you can appreciate, as its not ourselves personally going out, we can never offer guarantees an engineer will go out to X date and Y time. I accept that what has happened is not acceptable by our suppliers and as such, an escalation has been raised within them on this issue.
I have been advised that the escalation owner has requested 48 hours to liaise with other areas of BT until they get back to us with a response. As soon as we get a response, we will let you know.
I trust the above covers your first point. In respect to point 2 and 3 you have made, If the escalation owner wants to send out an engineer, we will attempt to seek guarantees from them before we book an appointment with you. I must also make you aware that we do not get to choose what engineer goes out and to what specific time frame. As you have been made aware previous the 2 time slots are AM (08:00 - 13:00) or PM (13:00 - 18:00). This applies to every ISP that uses BT Openreach for residential purposes.
Finally to point 4. We will happily pass on access instruction such as to call prior to arrival, but as I touched on previous, its a request we can put through, not something we can guarantee.
I trust the above has answered your queries you have posted to me. What is key to factor in at the moment is that this is now an escalated issue with our suppliers (BT Wholesale) and when we have an update, we will communicate this to you.
I apologise for the delay in resolving your issue and appreciate your patience.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 if we can be of further assistance.
Kind regards,"

As the 48 hours has now expired I am expecting a responde today. Will plusnet be proactive and chase an update today or are they simply going to wait until the supplier decides to look into this properly? Still do not understand why an engineer was not booked anyway . It is obvious from previous plusnet replies that an engineer needs to be involved.

Re: Poor service - fault 55597869

adamwalker — Mon, 28 May 2012 10:57:19 GMT

Hi there,
Re this point in particular:

Quote
we will attempt to seek guarantees from them before we book an appointment with you

we need to allow some time today for response to that before we can take this further. We do appreciate the urgency of your issue and the inconvenience issues like this can cause and we will address this today for you.

Re: Poor service - fault 55597869

Anotherone — Tue, 29 May 2012 09:56:50 GMT

For clarity, here is a link to the original thread on this fault.
From the detail, it seems that riccardob's line is banded. Is there any good reason why this banding can't be removed in the meantime so that at least he may have some useable service until the fault and issue of which engineer is going to be sent when is resolved?

Re: Poor service - fault 55597869

riccardob — Tue, 29 May 2012 10:05:39 GMT

Thanks that is a good suggestion.

Re: Poor service - fault 55597869

adamwalker — Tue, 29 May 2012 10:10:12 GMT

FYI, the line is not banded, we have previously checked for this and would have done what we an to remove the banding at an earlier stage if that was an actual issue.
@riccardob - One of my colleagues on the faults team will be responding to your ticket today ASAP.

Re: Poor service - fault 55597869

riccardob — Tue, 29 May 2012 10:19:42 GMT

ok thanks
jim:quote

Re: Poor service - fault 55597869

Anotherone — Tue, 29 May 2012 10:48:40 GMT

Quote from: _Adam_Walker_
FYI, the line is not banded, we have previously checked for this and would have done what we an to remove the banding at an earlier stage if that was an actual issue.

So presumably from looking at the stats then, there must be that much noise present that is what is limiting his sync speed ?

Re: Poor service - fault 55597869

adamwalker — Tue, 29 May 2012 11:28:19 GMT

I'm not sure, we'll let faults sort this out with the OP, some investigation is still under way.

Re: Poor service - fault 55597869

SpencerUk — Tue, 29 May 2012 13:30:34 GMT

@Anotherone
This is taken from the circuit in question;
Profile Info: WBC 160K - 24M Medium delay (INP 1) 12dB Downstream, UC Medium delay (INP 2) 6dB Upstream (ADSL2+)
As you can see, this line isn't banded at all.
@riccardob
I can see an appointment has been booked for Friday AM with Gavin. We will follow this up most next week as we need to monitor the line for stability and get the engineer notes (which will most likely happen over the weekend).
Any questions, place it in the ticket and myself or Gavin will get round to it :).

Re: Poor service - fault 55597869

riccardob — Tue, 29 May 2012 13:42:53 GMT

ok thanks.
hopefull it will be third time lucky in terms of someone actually showing up.....