topic Re: Is there anybody who can take control? in Plusnet Feedback

Is there anybody who can take control?

davedeering — Fri, 17 Jun 2016 10:32:34 GMT

I am hoping that one of the Plusnet reps sees this, as I am getting seriously fed up with things,

I raised a ticket (126142592) a while ago about poor speeds and noisy line, have had 2 Openreach visits which actually took place plus 2 where the enigineers didn't show up, I was due a visit this morning, just had a call from the engineer to say he won't be coming because he's been given the incorrect address, same thing happened the other week.

I have informed both Openreach and Plusnet that Openreach have an incorrect address for me, I might just as well talk to the wall.

I will now need to contact Plusnet again and get another appointment arranged, it really isn't good enough, is there nobody who take personal control and get this sorted out.

Re: Is there anybody who can take control?

MattyC — Fri, 17 Jun 2016 10:39:21 GMT

This makes for poor reading so far.

Before I investigate, do you mind PM'ing me your exact address? From there, I'll update this thread.

Thanks,

Matty

Re: Is there anybody who can take control?

davedeering — Fri, 17 Jun 2016 11:04:52 GMT

PM sent Matty, thanks.

Re: Is there anybody who can take control?

MattyC — Fri, 17 Jun 2016 11:30:33 GMT

Thanks for that Dave,

There's no notes on the account from this morning yet, though I've noted down the address the we have, the actual address, and the address that the post office go by.

At this stage it's best to wait for the engineer notes to come back, so I've left myself a reminder to check on what they've said this afternoon.

Matty

Re: Is there anybody who can take control?

davedeering — Fri, 17 Jun 2016 11:38:52 GMT

Thanks Matty, look forward to your feedback

Re: Is there anybody who can take control?

MattyC — Fri, 17 Jun 2016 14:42:54 GMT

Ok Dave,

I've just left you a voicemail.

The address is in fact incorrect in Openreach's systems. Rather than the cul-de-sac you live on, you are assigned to the avenue next to it beginning with 'T'.

This isn't usually an issue for us, and we tend to find that Openreach will still look to resolving faults. However, we generally only see minor errors on addresses, whereas your asset is registered on a completely different road.

At this point, I think it'll be best to cancel down the fault, as if we don't the same thing will happen again (definition of insanity comes to mind). From there, I'll need to get the records updated, and then re-raise the fault. I'm hoping there won't be too long a delay.

This address issue is arguably an error on our part, as your house move provision orders were placed manually. I'll have to hold my hands up and apologise on that one and feed back.

Matty

Re: Is there anybody who can take control?

davedeering — Fri, 17 Jun 2016 14:53:04 GMT

Thanks for that, I never, ever have my mobile phone switched on as I only have it in my car in case of emergencies, I wouldn't even know how to receive a voice mail, ha ha.

I'll go along with whatever you consider to be the best course of action regarding this fault, I would just like to reiterate though, that I have personally made Openreach and yourselves aware that they have my address down incorrectly previously and yet nobody seems to have taken it onboard.

I'll wait to hear from you, hopefully not by voice mail.

Re: Is there anybody who can take control?

MattyC — Fri, 17 Jun 2016 14:54:57 GMT

Duly noted on the voicemail.

I'm in office tomorrow so expect to hear from me.

Re: Is there anybody who can take control?

davedeering — Fri, 17 Jun 2016 14:57:59 GMT

Are you likely to be contacting me tomorrow, should you need to, by phone or via the forum?, if by phone, I'll ensure that I have my mobile switched on.

Dave

Re: Is there anybody who can take control?

MattyC — Fri, 17 Jun 2016 16:22:59 GMT

I'll update the fault ticket correspondence that we have up for you.

Matty

Re: Is there anybody who can take control?

MattyC — Sat, 18 Jun 2016 14:59:33 GMT

Pleasure speaking with you Dave, will update your ticket shortly.

Matty

Re: Is there anybody who can take control?

davedeering — Tue, 21 Jun 2016 18:21:23 GMT

Thanks for everything you've done, but guess what, Openreach have failed once again to keep the appointment, this is the one which you organised for today between 08:00 and 13:00.

It's now 19:16 and they haven't put in an appearance and this time, the third by the way, they haven't even bothered to phone me to explain why.

I really do feel that it's high time that somebody high up in Plusnet laid the law down to Openreach, I know it won't happen, you being also a part of BT but they are a disgrace of an organisation.

I've updated the ticket and asked to whom I should send my invoice for my wasted time.

I'll wait to hear from you.

Dave

Re: Is there anybody who can take control?

davedeering — Thu, 30 Jun 2016 19:08:45 GMT

So, here we are, 9 days after I notified Plusnet of the failure of Openreach to keep the appointment and I'm still none the wiser as to what's going on.

Engineers report apparently said that nobody was in at premises, both myself and my wife were in all day, report said that they had photographic evidence of attendance, have asked Plusnet for copy of evidence, none forthcoming, received an email from Plusnet advising that they've sent the fault back to Openreach and they'll get back to me in 48/72 hours, it's now 96 hours and nothing.

Is there anybody there at all?

Re: Is there anybody who can take control?

davedeering — Mon, 04 Jul 2016 15:00:47 GMT

As a follow on to my earlier thread

https://community.plus.net/t5/Plusnet-Feedback/Is-there-anybody-who-can-take-control/td-p/1343256

and the subsequent non arrival of an Openreach engineer to attend the appointment booked for 21/06/216 which was arranged for me by Matty.

A further appointment was made for today 04/07/216 08:00-13:00, which has been fulfilled by Openreach but yet again and notwithstanding Plusnet advising Openreach of my correct address, they have once again sent their engineer to the incorrect address, at least this time, he had the gumption to ring me and ask for my correct address.

However, as my noisy line is totally intermittent and Sod's Law has kicked in, the line was noise free whilst he was here, so it's a 'No fault detected' report.

This is the very reason I started my original post asking somebody to take control of this issue, it would seem that I am wasting my time.

Re: Is there anybody who can take control?

Mav — Mon, 04 Jul 2016 15:01:02 GMT

Moderator's note by Mike (Mav)

Topics merged rather than starting a new thread as makes it easier to continue support

Re: Is there anybody who can take control?

Chris — Mon, 04 Jul 2016 17:10:29 GMT

If the noise is intermittent, I'm afraid that even having someone take ownership completely would be very unlikely to help. Intermittent faults, especially phone ones, can be very hard to pin down unless the engineer hears the noise while they are there.

I completely understand the frustration here but at the moment it needs our faults team to pick up the ticket and go through the engineer notes.

Re: Is there anybody who can take control?

davedeering — Mon, 04 Jul 2016 18:15:14 GMT

Thanks for your comment Chris, but you have failed to notice that it is not actually the lack of fault finding I'm referring to, I actually started a new thread titled 'Unbelievable' which has been merged into this, my original post.

It's the fact after having complained about Openreach having my address down incorrectly on numerous occasions and having been told by Plusnet staff that it's been drawn to Openreach's attention and has been rectified, once again an Openreach engineer has been sent to an incorrect address, as has happened on 4 separate occasions.

The lack of fault finding is a nuisance and I well understand that an intermittent one is difficult to diagnose, even though some of your own support staff have experienced the problems on my line, what I find frustrating is that Openreach staff do not seem to be proactive and would appear not to be prepared to carry out any sort of actual fault finding.

Since I started my thread this afternoon, I have received a telephone call from a member of your faults team about this ongoing problem and he is looking into the matter.

Dave

Re: Is there anybody who can take control?

davedeering — Wed, 10 Aug 2016 19:41:17 GMT

I'm bumping this thread just to update anybody who might be interested and inform people that the problems I've been having since 20/05/2016 are still ongoing and it would seem that we are once again back to square one, as today I've been asked to plug into the test socket and run a quiet line test.

At the moment, my line is virtually unusable as the noise is so bad, despite the fact that Openreach informed Plusnet 27/07/16 that I should have no further problems, unfortunately I can see no end in sight.

Re: Is there anybody who can take control?

RobPN — Thu, 11 Aug 2016 08:57:25 GMT

@davedeering wrote:

... At the moment, my line is virtually unusable as the noise is so bad, ....

Just a thought and not sure if it would be useful, but do you have any way of recording the noise on the line whilst it is happening so you can play it back to the next visiting engineer maybe?