topic Re: Ticket - 60538687 in Plusnet Feedback

Ticket - 60538687

Dan_the_Van — Wed, 03 Oct 2012 07:53:17 GMT

Matters Beyond Our Reasonable Control - Aylesbury
Does this mean I can expect an extended period until the above issue is resolved and under normal conditions what would the expected MTTR be?

Quote
Please note, should the BT engineer find the cause of the fault to be on your internal wiring or setup then a charge of £60 will apply.
Customer Agrees to Engineer Charge: Y

I was not asked this question, so how could I have agreed to it.
Dan

Re: Ticket - 60538687

chrispurvey — Wed, 03 Oct 2012 11:03:30 GMT

Hi Dan,
A fault has been detected on your line, once this has been investigated and resolved(estimated repair time is midnight tomorrow) then your services should then be working.
In regards to the engineer charge, I've had the call listened to. The call agent who you spoke with did not advise of the potential engineer charge, this has been fedback to their team leader.
The fault found is external to your property and while this is the case you do not have the possibility of facing any engineer charges. If this was to be fixed and the fault was still present and we needed to arrange an engineers appointment, that's when the possibility of a charge could be incurred. However we do advise of the internal test's to avoid any charges that could be incurred prior to this.
Chris

Re: Ticket - 60538687

Dan_the_Van — Wed, 03 Oct 2012 14:52:12 GMT

Chris

Quote
A fault has been detected on your line, once this has been investigated and resolved(estimated repair time is midnight tomorrow) then your services should then be working

Well I would hope it would be!
My question was as BT has announced MBORC for my area, will this result in an extended repair time, I was told 24 to 48 hours on the phone which would make midday tomorrow, you said by midnight tomorrow. So is this an extended repair time or not?
Dan

Re: Ticket - 60538687

chrispurvey — Wed, 03 Oct 2012 15:26:31 GMT

Hi Dan,
Just had a further look into that for you and I can only see the one time that has been reported, which was the 04/10/12 23:59:00.
There has been an update on this and it does state that the MBORC is the possible cause of your fault, but that date and time above is the repaired by time.
Your fault ticket will be updated when we have an update from our suppliers.
Chris

Re: Ticket - 60538687

Dan_the_Van — Thu, 04 Oct 2012 08:23:56 GMT

Chris,
The rumours in the village is that we are a victim of copper theft which fits nicely into MBORC.
Dan

Re: Ticket - 60538687

chrispurvey — Thu, 04 Oct 2012 10:17:03 GMT

Just had a further look into that and it does indeed seem like there has been a case of copper theft.
Appears to have been a few issues with this of late, some naughty people out there!

Re: Ticket - 60538687

Dan_the_Van — Fri, 05 Oct 2012 17:38:13 GMT

The line has been restored, now I am getting intermittent crackling on phone calls, this causes the internet connection to drop, do I have to raise a new call for this?
Dan.

Re: Ticket - 60538687

Pettitto — Fri, 05 Oct 2012 18:19:48 GMT

I've passed it back to our suppliers for further investigation for you.

Re: Ticket - 60538687

Dan_the_Van — Fri, 05 Oct 2012 18:34:53 GMT

Thanks Chris,
Router stats show things are not good.

Re: Ticket - 60538687

Pettitto — Fri, 05 Oct 2012 18:40:49 GMT

No problem. I'm in the office most of this weekend so I'll keep my eye on it for you.

Re: Ticket - 60538687

Dan_the_Van — Thu, 11 Oct 2012 12:36:39 GMT

It took until today for BT Openreach to come to me. Poor cable joining in the Green Cab between me and the exchange. Hopefully the issue is now resolved.
Thanks PN