topic Re: telephone wire broken in Plusnet Feedback

telephone wire broken

sjptd — Fri, 07 Nov 2014 16:23:09 GMT

Our telephone cable was broken by tree work a couple of doors down the other day. Plusnet answered my phone call (mobile, 0800 free on GiffGaff) reasonably quickly and got right on to Openreach. (I was a bit amused your service guy had to check our line when it was lying all over next door's front garden, but I can see the point.) Openreach came the next day and very helpful people did a very competent fix. So feedback there excellent, thankyou Plusnet and Openreach.
I went to close my ticket (with a thankyou). Two problems.
(A) A huge runaround the web site to find where my tickets were. And
(B) The ticket had been closed; it looked as if it was closed as soon as they had contacted Openreach. Surely the ticket should stay open until the customer has confirmed that this issue is resolved?

Re: telephone wire broken

Oldjim — Fri, 07 Nov 2014 16:34:18 GMT

The first one is easy - once you know where to look
Help and Support
View your questions - out of sight on my browser once Jess hogs a load of space - down near the bottom

Re: telephone wire broken

adamwalker — Sat, 08 Nov 2014 11:29:52 GMT

Thanks for the positive feedback and cheers to Jim for pointing you in the right direction.

Re: telephone wire broken

Gel — Sat, 08 Nov 2014 16:17:20 GMT

Quote from: sjptd
Our telephone cable was broken by tree work a couple of doors down the other day. Plusnet answered my phone call (mobile, 0800 free on GiffGaff) reasonably quickly and got right on to Openreach. (I was a bit amused your service guy had to check our line when it was lying all over next door's front garden, but I can see the point.) Openreach came the next day and very helpful people did a very competent fix. So feedback there excellent, thankyou Plusnet and Openreach.
I went to close my ticket (with a thankyou). Two problems.
(A) A huge runaround the web site to find where my tickets were. And
(B) The ticket had been closed; it looked as if it was closed as soon as they had contacted Openreach. Surely the ticket should stay open until the customer has confirmed that this issue is resolved?

I assume when a tree surgeon damages BT Line, he or Householder has a large bill to pay?

Re: telephone wire broken

HPsauce — Sat, 08 Nov 2014 16:19:39 GMT

It's probably not that simple; for instance if the drop wire travels over private land with trees on (or close to existing ones even if on public land) BT will have a responsibility as well.

Re: telephone wire broken

sjptd — Sun, 09 Nov 2014 10:22:29 GMT

The tree sugeons have agreed that ultimately they or their insurance will cover any costs. I have no idea yet how these will be raised by Openreach, if at all. Partly Openreach (or GPO's?) fault for putting the line through an already existing tree in the first place.

Re: telephone wire broken

newagetraveller — Sun, 09 Nov 2014 11:10:30 GMT

If it was the GPO then the tree might have been a mere sapling then or not even planted.

Re: telephone wire broken

Chris — Mon, 10 Nov 2014 09:20:17 GMT

Quote from: sjptd
(B) The ticket had been closed; it looked as if it was closed as soon as they had contacted Openreach. Surely the ticket should stay open until the customer has confirmed that this issue is resolved?

It seems a bit of luck was at play here, the agent created the wrong type of ticket that was closed by default. I'll pass on feedback on how to create these correctly in future.

Re: telephone wire broken

sjptd — Mon, 17 Nov 2014 12:25:28 GMT

Longer term effect of the broken line. My stats graph is now very boring. It used to jump all over the place depending on the weather etc, but now it is very steady.
They replaced the line including down feed all the way to our junction box. Thankyou Openreach.