topic Plusnet Faults Investigation - why does it take so long to pick up in Plusnet Feedback

Plusnet Faults Investigation - why does it take so long to pick up

Oldjim — Thu, 05 May 2016 09:08:16 GMT

Why do Plusnet think that this is acceptable - surely this is a prime case for improving staffing

We aim to respond to residential faults within 72 hours.

I would expect a fault where the service was not being provided to be investigated within 24 hours

Re: Plusnet Faults Investigation - why does it take so long to pick up

spraxyt — Thu, 05 May 2016 09:52:30 GMT

Hasn't the response time for residential fault reports always been up to 72 hours? However I suspect that used to be a top limit whereas now it is the norm.

Re: Plusnet Faults Investigation - why does it take so long to pick up

rongtw — Thu, 05 May 2016 09:58:24 GMT

It most probably that 72 hours it takes for BT to reply to PN email

Re: Plusnet Faults Investigation - why does it take so long to pick up

billnotben — Thu, 05 May 2016 10:58:39 GMT

@rongtw wrote:

probably that 72 hours it takes for BT to reply to PN email

That's probably true but the real problem is the same as always.

The one where plusnet make it their customers problem.

Re: Plusnet Faults Investigation - why does it take so long to pick up

rongtw — Thu, 05 May 2016 16:10:47 GMT

Well BT have announced to cut line fix times to 24hrs

A range of initiatives were also announced today to tackle service quality. A 24-hour line fault fix standard was proposed and the handling the majority of calls in UK-based call centres was pledged. A thousand new engineers and additional engineer training will help further. Openreach aims to improve its missed appointments numbers by cutting them in half – to 2.5 per cent.

Re: Plusnet Faults Investigation - why does it take so long to pick up

SpendLessTime — Thu, 05 May 2016 17:51:49 GMT

Must emphasis that it is BT Retail who have increased the level of support for all their retail customers by the simple means of paying for an enhanced care package from BTW.

That is 1 of the justifications for the BT Retail price increases on line rental. It is well documented that wholesale line rental costs have been decreasing on a year by year basis under OFCOM rules so BT Retail have had to add sweetens to show that some of the increase was going towards the line rental and not just being increased to pay for TV rights.

Are Plusnet going to do the same when the annual line rental increase occurs later in the year?

Re: Plusnet Faults Investigation - why does it take so long to pick up

Gel — Fri, 06 May 2016 11:03:00 GMT

72 hour Response Time in 2016:

Here, here
Not acceptable in today's 24/7 world.

I'm sure their parent would not accept that standard for their various branded operations.

Re: Plusnet Faults Investigation - why does it take so long to pick up

deathtrap — Fri, 06 May 2016 12:27:04 GMT

But they have been increasing line rental year on year , Making their entire customer base (except new customers in their honeymoon period) even those customers who only had line rental with BT have been subsidising all these offers and cash backs, and their loss leading TV service ,(Not everyone wishes to bundle services together) Totally unfair practices imo Of course the other big mass market ISP's like sheep always follow,