topic Re: Reporting A Line Fault Frustration in Plusnet Feedback

Reporting A Line Fault Frustration

Chris12 — Wed, 23 Oct 2013 18:42:29 GMT

Hi, I have just signed up with Plusnet but the previously working line is now not working.
I wanted to simply report the fault like we used to in the old days, but the waiting time is 25 minutes and the only way I could do this is on a mobile which would be expensive.
The other method is using the 'Assistant' which tells me the average response time is 37 hours!!
Please tell me there is an easier way just to let someone know my phone isn't working. I moved from Sky because I considered them the evil empire, but even they dealt with simple issues quickly.
...and no I'm not a serial complainer.

Re: Reporting A Line Fault Frustration

Apprentice — Wed, 23 Oct 2013 22:41:37 GMT

Can't help with the time for a call to be answered, so have a look at the links re. freephone numbers and phoning from a mobile.
http://www.moneysavingexpert.com/phones/cut-cost-0800-mobiles#buster
http://www.0800buster.co.uk/

Re: Reporting A Line Fault Frustration

jelv — Thu, 24 Oct 2013 07:31:04 GMT

Quote from: Chris1
I wanted to simply report the fault like we used to in the old days, but the waiting time is 25 minutes and the only way I could do this is on a mobile which would be expensive.

If it is a contract mobile it shouldn't be expensive as 0345 numbers are charged at local rate and included in the free landline calls.

Re: Reporting A Line Fault Frustration

Chris12 — Thu, 24 Oct 2013 08:53:10 GMT

Quote from: Apprentice
Can't help with the time for a call to be answered, so have a look at the links re. freephone numbers and phoning from a mobile.
http://www.moneysavingexpert.com/phones/cut-cost-0800-mobiles#buster
http://www.0800buster.co.uk/

My problem is really that reporting a Line Fault should be easy. I was surprised that a query would take as long as 37 hours to be responded to. But thanks for taking the time to provide the links.

Re: Reporting A Line Fault Frustration

Chris12 — Thu, 24 Oct 2013 08:56:15 GMT

Quote from: jelv
Quote from: Chris1
I wanted to simply report the fault like we used to in the old days, but the waiting time is 25 minutes and the only way I could do this is on a mobile which would be expensive.

If it is a contract mobile it shouldn't be expensive as 0345 numbers are charged at local rate and included in the free landline calls.

I'm afraid I'm on PAYG.
In the old days when a phone wasn't working you just dialed 100 and the operator checked it out. Here in the 21st century it takes 37 hours!

Re: Reporting A Line Fault Frustration

Chris12 — Thu, 24 Oct 2013 09:24:37 GMT

Managed to get through to Customer Services. At least the waiting time was less than 25 minutes. Phone crocked until as late as Tuesday due to a line fault. At the mercy of Openreach now.
Hopefully these are just teething problems as feedback for Plusnet is positive on the whole.

Re: Reporting A Line Fault Frustration

adamwalker — Fri, 25 Oct 2013 09:21:22 GMT

Hi Chris1,
Sorry to hear there's an issue with the service and for the wait trying to get through.
In case you were unaware faults can also be reported online at http://faults.plus.net (obviously assuming there's access to another connection at the time).
I've just had a look at the ticket and can see that a phone fault has been identified and logged with our suppliers so I hope that gets resolved soon for you.
Adam

Re: Reporting A Line Fault Frustration

Townman — Mon, 28 Oct 2013 10:12:33 GMT

Adam,
The OP raises an interesting question. In the 'old days' universally one could raise a POTS fault by dialling the 150 automated fault reporting system. Presumably that goes direct to BTOR who manage the infrastructure?
Even though one pays PN for the phone service rather than BT Retail, it is the same infrastructure, same fault test system from BTOR - therefore can a POTS fault for a PN billed line be reported on 150? If not, why not? Such capability would take the stress off PN and place it at the seat of the problem BTOR.
If BT Retail can have this capability whilst other resellers cannot, the latter are being placed at an unfair disadvantage by BTOR. Yet another just reason for PN to take a grievance with BTOR to Offcom.

Re: Reporting A Line Fault Frustration

pwatson — Mon, 28 Oct 2013 14:00:20 GMT

Quote from: townman
In the 'old days' universally one could raise a POTS fault by dialling the 150 automated fault reporting system. Presumably that goes direct to BTOR who manage the infrastructure?

I believe this presumption is erroneous... 150 is the number for BT Retail Sales and 151 is the number for BT Retail Faults.
http://openreachengineer.com/contact-openreach-bt/