topic Re: How about introducing a system for giving members a copy of the phone book in Plusnet Feedback

How about introducing a system for giving members a copy of the phone book

Oldjim — Sun, 10 Feb 2013 15:30:28 GMT

http://forums.thinkbroadband.com/plusnet/t/4209173-re-phone-book.html

Quote
My friend got a reply from Plusnet. Essentially what Plusnet said is that whilst they probably could order a phone book at no extra cost for customers via Openreach under Plusnet's contract with Openreach for WLR, they don't have the systems in place to action this, so they can't do it. Since the terms of the Plusnet line rental contract don't stipulate receipt of a Phone Book, there doesn't seem much else that can be done.

Re: How about introducing a system for giving members a copy of the phone book

gswindale — Sun, 10 Feb 2013 15:52:37 GMT

Who actually wants/needs a phone book these days though?
I cannot remember the last time I've used either the Phone Book or Yellow Pages to look for a number!
I believe the BT website can search the phone book for you if you need to.

Re: How about introducing a system for giving members a copy of the phone book

Anotherone — Sun, 10 Feb 2013 16:10:19 GMT

I obviously don't know who from Plusnet made that statement, but suspect this wasn't escalated to someone that knew about such matters.
The receipt of a Phone Book should be automatic if your line rental is via BT WLR, in other words any CP/ISP using BT's WLR. I believe it's also true even when someone is LLU. There should also be a mechanism for being removed from receiving one if a customer so chooses.
I have my line rental with Plusnet and get regular annual phone books with no problem.
I also know of lines with other CPs using WLR that get annual phone books.

Re: How about introducing a system for giving members a copy of the phone book

pwatson — Sun, 10 Feb 2013 16:25:42 GMT

Prior to joining Plusnet in Jan I've been on Virgin Media broadband and using VOIP for phone calls for a couple of years - I still got a copy of the phone book...

Re: How about introducing a system for giving members a copy of the phone book

shadow4dog — Sun, 10 Feb 2013 16:48:17 GMT

I certainly still want and use the local phonebook. It concerns me that I've changed my phone provider to Plusnet on the assumption that their services were broadly similar to BT and now I'm not able to get at BT phonebook from a BT retail organisation!?
While I agree that for many inquiries the internet can help but occasionally the internet stops working (Friday evening springs to mind). Having a phone book at that time would be beneficial.

Re: How about introducing a system for giving members a copy of the phone book

David_W — Sun, 10 Feb 2013 16:52:33 GMT

I'm in a block of apartments (6 of them) and last week 6 phone books appeared under the mailboxes. There are currently still 6 phone books currently underneath the mailboxes

Re: How about introducing a system for giving members a copy of the phone book

pwatson — Sun, 10 Feb 2013 17:01:27 GMT

From the BT website:
Q. What if my telephone service is not provided by BT?

A. If your telephone service is not with BT and the annual delivery has finished, there will be a charge of £10 if you want to purchase a Phone Book from BT, alternatively you can contact your own service provider, who may be able to provide you with your local Phone Book free of charge.
The implication if this is that the updated Phone Book is delivered to all addresses in an area as a batch. If you missed out then you'll need to pay for one or arrange something with your provider.
I have no recollection of a Phone Book ever being specifically addressed to me - It just arrives along with the (rest of the) junk mail...

Re: How about introducing a system for giving members a copy of the phone book

Anotherone — Sun, 10 Feb 2013 20:41:34 GMT

@shadow4dog
There should be no problem at all.
I'm not sure why the person referred on TBB has had a problem as there is insufficient information there. Judging by the latest posts on there, the person has been incorrectly advised by a couple of CSC agents. Perhaps Oliver341should advise his friend to come and post over here.

Re: How about introducing a system for giving members a copy of the phone book

Oldjim — Sun, 10 Feb 2013 21:04:00 GMT

Perhaps we should just wait for the official comment

Re: How about introducing a system for giving members a copy of the phone book

MightyMouse — Mon, 11 Feb 2013 00:48:43 GMT

I've been with Plusnet for 4 or 5 years now, & prior to that with NTL.
I still get the phone book & yellow pages , no problem

Re: How about introducing a system for giving members a copy of the phone book

BenTrimble — Mon, 11 Feb 2013 15:06:17 GMT

Our Provisioning teams used to place a 'low volume request' on WLR2 (the old Openreach interface) but this functionality doesn't exist now that we're on WLR3. As far as we know, we're not obliged to provide phone books for customers.
Customers are free to order direct from BT:
http://www.shop.bt.com/products/phone-book-finder.html#top
HTH

Re: How about introducing a system for giving members a copy of the phone book

Anotherone — Mon, 11 Feb 2013 15:34:26 GMT

Not really
So how does Plusnet interpret http://stakeholders.ofcom.org.uk/telecoms/ga-scheme/general-conditions/general-conditions-guidelines/ part (c) Condition 8

Quote
Condition 8 requires providers to ensure that end users can access operator assistance services and directory enquiry services. Providers which allocate phone numbers to customers must also ensure that those customers are supplied, on request, with a directory of phone numbers for all customers which have been allocated a number in that local area (except for customers which have asked not be included in a directory). Providers must also make available directories containing the numbers of customers of any providers in any other area.

My bold

Re: How about introducing a system for giving members a copy of the phone book

James — Mon, 11 Feb 2013 15:38:24 GMT

I don't know the answer, but it doesn't state that the directory can't be an online one.

Re: How about introducing a system for giving members a copy of the phone book

BenTrimble — Mon, 11 Feb 2013 15:49:02 GMT

We've flagged this at high level to check our approach, I'll also pop an email to our WLR3 intermediary to see if they can provide any further information. I'll post back as soon as I have any further info!

Re: How about introducing a system for giving members a copy of the phone book

Anotherone — Mon, 11 Feb 2013 15:52:10 GMT

Thanks Ben & James.

Re: How about introducing a system for giving members a copy of the phone book

BenTrimble — Mon, 11 Feb 2013 17:06:21 GMT

Our WLR3 provider has confirmed that we cannot order phone books via BT Openreach, with whom we place orders for telephone lines. To the best of my understanding, we are under no obligation to provide a free telephone book and our customers are free to order directly from BT, As such, we are not in breach of Ofcom GC 8.2*
*I'm not a lawyer, this is just my interpretation!

Re: How about introducing a system for giving members a copy of the phone book

Anotherone — Mon, 11 Feb 2013 17:12:59 GMT

I suppose the remaining question is are new(er) customers on a delivery list for the next issue of directories?

Re: How about introducing a system for giving members a copy of the phone book

BenTrimble — Mon, 11 Feb 2013 17:23:57 GMT

I don't think our customers are delivered a telephone directory by default, regardless of length of tenure.
My WLR has been active for over 2 years and I haven't received a directory in that time.

Re: How about introducing a system for giving members a copy of the phone book

Anotherone — Mon, 11 Feb 2013 17:36:07 GMT

I have, as have others, as posted earlier in the thread

Re: How about introducing a system for giving members a copy of the phone book

BenTrimble — Mon, 11 Feb 2013 19:05:49 GMT

Pass