topic Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration in Plusnet Feedback

Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

vignamic — Thu, 06 Oct 2016 10:02:04 GMT

Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration from PlusNet/BT. I could understand one or two a year with bad weather. But they have logged over 10 in the last month. It looks like they can't coup with a very small amount of bad weather we have in the UK, unlike other ISP's that can. Why can’t they divert traffic around the issue and keep the network running without issue?

I think this maybe another instance of bad customer service and the adverts should be taken off the TV as they are now not true.

Does anyone else agree?

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

Mustrum — Thu, 06 Oct 2016 10:18:08 GMT

They are from Openreach, so affect all ISP's that use the Openreach network.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

rongtw — Thu, 06 Oct 2016 10:25:06 GMT

Have you had a look if other ISP ,s declaring MBORC ?

well i coulndt find any ?? even BT status dont have MBORC ?

https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

https://status.zen.co.uk/broadband/

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

Mustrum — Thu, 06 Oct 2016 10:32:11 GMT

@rongtw HAve a look at any of then notices on here, they tend to start with "We have received notice from our suppliers".

Also have look on Openreach's website, or just google MBORC to see which ISP's pass on the info - seems strange not al do.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

MatthewWheeler — Thu, 06 Oct 2016 10:34:16 GMT

As other have stated the MBORC's are declared by Openreach and not ourselves.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

rongtw — Thu, 06 Oct 2016 10:44:30 GMT

Yes i understand MBORC are BT/OR

But what i fail to understand is that NO other ISP look to be Declaring them ? Surely if OR says there is a problem ALL ISP are affected ?

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

MatthewWheeler — Thu, 06 Oct 2016 10:47:14 GMT

All providers are affected however it's down to them if they want to communicate it out or not.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

vignamic — Thu, 06 Oct 2016 10:50:04 GMT

I think it’s because other ISP's have more than one path into the network in the area's affected. I think it maybe just PN that do not have the Infostructure or willing to invest in making things more robust.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

MatthewWheeler — Thu, 06 Oct 2016 11:07:11 GMT

@vignamic That's not true I'm afraid.

MBORCS refer to delays fixing the physical lines between customers and the exchange.

If the line is maintained by Openreach then it'll affected by the MBORC if a fault needs to be raised.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

vignamic — Thu, 06 Oct 2016 11:24:16 GMT

I think you may be missing the point. PN is owned by BT, OR is owned by BT. If more was spent on the Infostructure and less on taking about it, then the UK would catch up with the other Countries and we could all have a 99.9999% uptime.

The question was, is BT/PN hiding behind the MBORC statement’s for poor customer service and reliability ?

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

Anoush — Thu, 06 Oct 2016 21:57:27 GMT

We're owned by BT, but Openreach are a separate entity as they must provide a fair service to all providers. We simply pass on the MBORC updates to our customers. It's unfortunately not our decision to invest in the Openreach infrastructure.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

rongtw — Fri, 07 Oct 2016 11:49:07 GMT

So are we still in MBORC and still on a minimum of 5 days for any repairs ?? Anoush ?

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

Anoush — Fri, 07 Oct 2016 11:56:02 GMT

Some areas are still affected by an MBORC. And as far as I am aware the time frame for our faults team to pick up any fault ticket is still within 5 working days I'm afraid, however recently I am seeing tickets picked up much quicker - especially phone faults.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

vignamic — Fri, 07 Oct 2016 12:10:14 GMT

But as you are owned by BT and so is OR, you have a bigger say into what is needed then other ISP's Like Zen, Virgin, Talk Talk. etc

So is it just other ISP's managing thier networks better?

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

Anoush — Fri, 07 Oct 2016 12:21:12 GMT

It's an Ofcom regulation that Openreach operates independently from BT companies.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

kitz — Fri, 07 Oct 2016 12:45:20 GMT

They definitely dont have a bigger say with Openreach.

However they do seem to be hiding behind MBORCs as an excuse for delay in CS.

I tried to ring up yesterday due to having a PN profile of 68Mbps that didnt update despite my IPprofile changing about 4 days ago. MBORCs were given as an excuse for delays. I had two phone batteries die on me before anyone answered which was annoying.. so had to then wait for online chat.

Wish I could have just raised a ticket rather than wait in total of over 2 hrs to get though to someone. - Granted it wasnt PNs fault my batteries werent fully charged, but then again if call waiting times werent approaching an hour and they answered more promptly then it wouldnt have been an issue.

There always seems to be some excuse for long CS delays, wasnt it supposed to get better after the Leeds call centre was opened.

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

rongtw — Fri, 07 Oct 2016 13:41:28 GMT

Yes Kitz , we were all told with the NEW Leeds call center wait times will improve HOW long ago was that ?

https://community.plus.net/t5/Plusnet-Blogs/Plusnet-to-open-second-site-in-Leeds/ba-p/1321043

and everyday since then we get promises ,, unfortunately promises don't mean anything from PN

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

Oldjim — Fri, 07 Oct 2016 14:24:57 GMT

I saw in another thread that it now takes five (YES FIVE) days for a fault to be picked up

This is totally unacceptable and MBORC have sod all to do with it

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

rongtw — Fri, 07 Oct 2016 14:56:18 GMT

Agree Jim 3 weeks ago 16/9/ 16 i belive the first MBORC

PN can make loads of excuses why no other ISP dont show MBORC , its not even on BT status page

The more and more i ask Mr Google it still comes up with PN are the only one,s declaring .

OK there may be still some areas affected BUT the repair time should be back to normal now , Or is it just PN hiding behind it

Re: Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

Anoush — Fri, 07 Oct 2016 15:20:57 GMT

I imagine that MBORCs are just one of the reasons behind the 5 working day time frame for fault tickets. We haven't the resource to keep all the fault tickets being raised within the normal 72 hour SLA. But things are changing I'm seeing that we're hiring and training a lot of new advisers and we're also doing a lot of overtime.