topic Re: Ofcom 2014 Complaints Report in Plusnet Feedback

Ofcom 2014 Complaints Report

ITWorks — Tue, 12 May 2015 13:20:17 GMT

Makes interesting reading: http://www.ispreview.co.uk/index.php/2015/05/ofcom-publish-q2-2014-broadband-phone-mobile-tv-complaints-report.html
PN have been included for the first time in landline and broadband .
On both, they are above the industry average , nearly 50% more than the average for phone line complaints
Regards
Mike

Re: Ofcom 2014 Complaints Report

Oldjim — Tue, 12 May 2015 14:03:21 GMT

For broadband
Not good but the Industry average is a bit misleading as it presumably must include all the bit or niche ISP's otherwise BT, Plusnet and TalkTalk wouldn't all be above it
For me the really good one compared to the other major players who use Openreach is Sky who are significantly better
For phone - this just shows that Plusnet aren't geared up to handle phone problems - BT do it so much better

Re: Ofcom 2014 Complaints Report

chenks76 — Tue, 12 May 2015 15:14:08 GMT

the sky figures are highly questionable.
you only have to look in the sky support forums to see that.

Re: Ofcom 2014 Complaints Report

Empirical — Wed, 13 May 2015 07:30:11 GMT

I think that hi-lights why looking at a forum to try and gauge customer satisfaction is meaningless. Companies with larger customer bases will get more complaints on their forum than smaller ones even though the proportion of unhappy customers may be smaller.

Re: Ofcom 2014 Complaints Report

chenks76 — Wed, 13 May 2015 07:36:45 GMT

no, it simply highlights that ofcom reports should not be treated as gospel.

Re: Ofcom 2014 Complaints Report

AndyH — Wed, 13 May 2015 07:42:23 GMT

I've had a phone line with Sky for quite a few years now. Had several faults and their support has been superb - a lot better than BT's (have a line with them also). LLU operators get better OR care levels as standard.

Re: Ofcom 2014 Complaints Report

chenks76 — Wed, 13 May 2015 08:02:02 GMT

who says LLU operators get better OR care levels?
Openreach by law cannot favour any operator, they must give everyone the same level of service.

Re: Ofcom 2014 Complaints Report

AndyH — Wed, 13 May 2015 08:11:31 GMT

It was set by OFCOM in the first place when LLU was introduced.
LLU providers get standard fault repair of next working day, Mon - Sat.
WLR providers get standard fault repair of end of next working day + 1 working day, Mon - Fri.

Re: Ofcom 2014 Complaints Report

deathtrap — Sun, 17 May 2015 20:43:49 GMT

Quote from: AndyH
It was set by OFCOM in the first place when LLU was introduced.
WLR providers get standard fault repair of end of next working day + 1 working day, Mon - Fri.

Really ? i From personal experience i will have to call bull**** Andy on that, why ? well i have had a BT openreach engineer visit my home on two occasions once was on a Saturday and the more recent was a Sunday Both where reported as PSTN voice faults directly to BT consumer CS the fist one was reported on a Thursday, and the second was reported on a Friday, (Yes it amazed me too when an OR engineer was knocking on my door at 3pm on a Sunday afternoon ) lucky i was home, as i did not expect the fault to be fixed until later the following week
But a lot of the complaints will be down to engineers failing to turn up, seems to be a lot more talked about by plusnet customers than customers from other isp's cp's for some reason or other, Plusnet have once arranged a BTOR visit for a bb fault, engineer turned up when expected , maybe down to where you live

Re: Ofcom 2014 Complaints Report

AndyH — Sun, 17 May 2015 21:12:03 GMT

Is there a reason you need to swear in every post or tell me I am talking rubbish?
I never said faults could not be repaired sooner. If Openreach have the resources locally, it's in their interest to repair faults as soon as possible.
The SLAs for WLR and LLU outline the target repair times, which were as I stated (if you do not believe me, read https://www.elibrary-openreach.co.uk/downloadfile/89?contentid=90&pagetitle=Service_Maintenance_Levels_fact_sheet )

Re: Ofcom 2014 Complaints Report

Anotherone — Sun, 17 May 2015 21:26:59 GMT

Quote from: AndyH
I never said faults could not be repaired sooner.

No, but the way you phrased the post could have been read like that.

Re: Ofcom 2014 Complaints Report

AndyH — Sun, 17 May 2015 21:28:00 GMT

I thought it was pretty obvious, but hey-ho.

Re: Ofcom 2014 Complaints Report

deathtrap — Mon, 18 May 2015 00:34:05 GMT

@Andy it was this

Quote
LLU operators get better OR care levels as standard.

which i disagree with as OR have to treat all CP's ISP's the same, yes they can have different care levels SLA's But they don't get those for FREE as i'm sure you will know they are chargeable add-on services , And if Ofcom found that Sky or any other ISP was being given a prioritised service for the standard price over other ISP's they would be in trouble, and I'm sure the other isp's CP's wouldn't be happy either
Which is why i called it

Re: Ofcom 2014 Complaints Report

hillyfields123 — Mon, 18 May 2015 07:03:34 GMT

https://www.openreach.co.uk/orpg/home/products/serviceproducts/serviceharmonisation/serviceharmonisation/downloads/SML_fact_sheet_web_vers_phme_61163_2011_09.pdf
Notice how LLU providers automatically start on the second step whilst WLR providers only start on the bottom level.