topic Why don't Plusnet prioritise fault reports based on the reported problem in Plusnet Feedback

Why don't Plusnet prioritise fault reports based on the reported problem

Oldjim — Sat, 17 Sep 2016 09:16:29 GMT

To explain

At present all fault reports go into the same pool in date order with no priority given and a minimum of 72 hours before anything is done apparently

Let us consider the various types of problem (this is a bit broad brush)

Top Priority Faults where the customer has no internet

Fault where there is complete loss of sync to the cab or exchange (priority 1 to get it reported to BT Openreach)

Fault where there is sync to the cab or exchange but failure to authenticate (no PPP session) (priority 2 to see if it is a Plusnet problem or needs BTw or BT Openreach)

Slightly lower Priority Faults where there is some internet access

Intermittent loss of connection (priority 3 as it is likely to need BT Openreach assuming the tests show a problem)

Speed and latency problems where the investigation is liable to be rather long winded

Re: Why don't Plusnet prioritise fault reports based on the reported problem

rongtw — Sat, 17 Sep 2016 10:46:32 GMT

That would be common sense, but this is Plusnet 😳

Re: Why don't Plusnet prioritise fault reports based on the reported problem

ejs — Sun, 18 Sep 2016 05:56:59 GMT

Perhaps it's because to prioritise the fault, they would have to look at the fault, and while they're initially looking at it, they might as well deal with it, which is probably going to involve running a line test and the next step would depend on the result from the line test.

Re: Why don't Plusnet prioritise fault reports based on the reported problem

jaykayel — Sun, 18 Sep 2016 09:03:04 GMT

Fault where there is complete loss of sync to the cab or exchange (priority 1 to get it reported to BT Openreach)

When I was working for Plusnet, no sync faults were usually deal with on the day of reporting. We would have booked the engineer over the phone then and there.

Re: Why don't Plusnet prioritise fault reports based on the reported problem

stoswald — Sun, 18 Sep 2016 15:19:27 GMT

I raised a ticket yesterday got a response from the system saying the average waiting time for a response was 8.4 hrs - I nearly wet myself laughing