topic Re: Service Status Updates in Plusnet Feedback

Service Status Updates

Shetland — Thu, 26 Jan 2017 12:02:15 GMT

Please can a member of staff tell me why the Worksop outage yesterday was not reported on the Service Status page? Broadband was down nearly all day; if it had been on the page it would have saved a great deal of time and trouble. Even the customer services staff did not seem to know about it since it was not mentioned on the support ticket.

Re: Service Status Updates

Anoush — Thu, 26 Jan 2017 12:49:23 GMT

Hello @Shetland

Apologies to hear that you suffered a service outage.

At the moment, reporting outages via the service status link is a manual process so we'd generally post supplier maintenance and MBORC updates (Matters Beyond Our Reasonable Control).

Re: Service Status Updates

alanf — Thu, 26 Jan 2017 13:36:45 GMT

Wouldn't staff time have better employed updating the status page than answering phone calls from many customers trying to find out what is going on? This would benefit not only customers in the affected area but also others queuing to speak to agents.

I myself have wasted lots of time in the past trying to diagnose a problem having first checked the service status page only after the event finding out that there had been a known issue.

Re: Service Status Updates

Preacherlady — Thu, 26 Jan 2017 15:09:26 GMT

Well, since I was the one without any internet yesterday and unable to find out why as due to having hearing impairment had to ask a friend to phone for me to find out about this outage in Worksop, it would have been good for friend to have been able to just look on web without her spending time on the phone for me!

I am also annoyed because when tried to ask for information on phone I gave my mobile number and asked for information to be texted - which it was two hours later! and then when was connected back to internet to get email suggesting as could not hear on phone to use "live chat" - how when not connected?!!

Re: Service Status Updates

rongtw — Thu, 26 Jan 2017 15:52:52 GMT

For some reason PN dont like admitting they have problems

Re: Service Status Updates

jelv — Thu, 26 Jan 2017 15:57:13 GMT

What problems?

Re: Service Status Updates

HarryB — Tue, 31 Jan 2017 14:21:47 GMT

Apologies that there was no service status regarding the Worksop outage. I feel myself and my team dropped the ball on that one as we certainly could have done more in that situation

@rongtw wrote:

For some reason PN dont like admitting they have problems

While I understand why you think that, the cause of this wasn't only affecting Plusnet customers and was highly out of our control.

Re: Service Status Updates

rongtw — Tue, 31 Jan 2017 18:15:04 GMT

@HarryB whilst i agree with your reply , this was not the first time Service updates were missing and i have no doubt it wont be the last .