topic Re: Five months..... in Plusnet Feedback

Five months.....

SteveA — Mon, 05 Jun 2017 16:55:49 GMT

Ticket opened on 07/01/2017.....

All PN equipment replaced along with new ethernet cables

Three BT Engineer visits.

Master Socket and Face Plate replaced

Line moved onto a spare pair wires back to the cabinet

Master Socket and Face Plate replaced for a second time (third visit).

Last Engineer visit (Friday) says I need totally new external wiring back to the connection at the bottom of the DP :

I cannot complete this task because further work is required by the dig and aux control to arrange scaffolding, an A55 has not been submitted because Not required . The line has been proven good to the PCP, Scaffolding required to replace Dropwire from DP to Property, D Pole and inaccessible by hoist. A loop condition was detected towards the end customer. Please see additional information

this is going to involve a scaffolding team and yet another Engineer visit... and yet another half day at home for me.

Latest update on the ticket is :

Thank you for your patience and I am sorry for the inconvenience this fault may be causing you.

To progress this fault, we would need to request an engineer to visit your premises and to diagnose the fault on the line.

Before we book an engineer to investigate and try to fix your issue I need to make you aware of the following information and you will need to accept before we proceed.

If the engineer finds the fault to be with one of the checks we have asked you to do, you miss the appointment or you cancel the appointment within 48 hours of the engineer visit time we will add one off fee of £65 to your bill. This charge will appear within 90 days of the engineer visiting your property and the engineer will demonstrate to you where the problem exists.

We are very stringent on accepting and passing on these charges and protecting both you and us from paying a charge.

In order for us to book an engineer do you accept the possibility of a charge to your account?

Which suggests that the Customer Service rep has NOT read the ticket and hasn't got a clue.

Whilst this is primarily NOT PlusNet's fault I really don't think this acceptable and I'd like some explanation from PN about why this farce is still on going.

Re: Five months.....

Chris — Mon, 05 Jun 2017 17:40:47 GMT

Hi Steve,

The advisor has used the standard engineer charging statement which we have to read each time we book an engineer to visit a customer premises, I understand that this is frustrating and I do apologise for the long nature of this.

Re: Five months.....

SteveA — Mon, 05 Jun 2017 19:04:14 GMT

Frustrating isn't the word for it. How can it take three engineer visits to work out that the cable is faulty? The engineer on Friday was basically rubbishing the work done by the previous engineer and telling me that my phone line had not been installed properly.

I'm now being asked to take another half day off work so an engineer can come in and do what should have been done months ago....

Re: Five months.....

MauriceC — Mon, 05 Jun 2017 19:31:12 GMT

@Chris wrote:

The advisor has used the standard engineer charging statement which we have to read each time we book an engineer to visit a customer premises, I understand that this is frustrating and I do apologise for the long nature of this.

This has to be be illogical @Chris The fault has already been diagnosed as external to the premises by BTOR. Is it just another 'feature' of the aging Automation system?

Re: Five months.....

SteveA — Tue, 06 Jun 2017 06:02:27 GMT

Given that I have someone else's test results pasted into my ticket, and a scaffolding team has to be sent out to a neighbours garden to get to the pole (so no point in me getting an engineer in until that's done) I suspect it's a lot of mistakes by the advisor.

Re: Five months.....

rongtw — Tue, 06 Jun 2017 06:02:34 GMT

The advisor has used the standard engineer charging statement ?

this just goes to show the answer is just a generic copy and paste and a lack of understanding of the problem

Re: Five months.....

chenks76 — Tue, 06 Jun 2017 11:52:12 GMT

@SteveA wrote:

The engineer on Friday was basically rubbishing the work done by the previous engineer and telling me that my phone line had not been installed properly.

it's always the previous engineers fault, you'll find that is pretty much a standard repsonse when speaking to any technician from any company.

Re: Five months.....

HarryB — Tue, 06 Jun 2017 11:59:44 GMT

@SteveA wrote:

Given that I have someone else's test results pasted into my ticket, and a scaffolding team has to be sent out to a neighbours garden to get to the pole (so no point in me getting an engineer in until that's done) I suspect it's a lot of mistakes by the advisor.

I understand that another advisor has updated the ticket today and chased this up, however ultimately the response from our suppliers is still requesting that we book an engineer on your fault report.

@rongtw wrote:
The advisor has used the standard engineer charging statement ?

Advisors would have to do this on any fault report that requires an engineer.

Re: Five months.....

SteveA — Tue, 06 Jun 2017 13:22:33 GMT

So an engineer visit just so that he can raise the paperwork that Engineer 3 didn't raise for whatever reason.

So another half day at home..... and then I assume ANOTHER Visit after that for another engineer to come and put the new wires into the house.

How do I raise a formal complaint because this is ridiculous.

Re: Five months.....

SpendLessTime — Tue, 06 Jun 2017 13:54:43 GMT

The official complaints procedure is here https://www.plus.net/help/legal/complaints-code-of-practice/

For future reference a link to it is shown at the bottom of every webpage as "Complaints Code of Practice"

Re: Five months.....

rongtw — Tue, 06 Jun 2017 14:30:06 GMT

@HarryB the point i was trying to make was , previous engineers had proved the fault was external ,

So there was no need to mention the charge as its not a internal fault .

Re: Five months.....

HarryB — Tue, 06 Jun 2017 14:33:40 GMT

@rongtw While I appreciate the thought process behind that, in the past engineers have gone out to proven external faults and then tried to push charges on us because after looking in to it they've knocked on the customers door and found that there's actually an internal fault causing the problems.

I'm not saying that's the case in this instance, however advisors have been told to always read out the engineer charging statement on faults.

Re: Five months.....

rongtw — Tue, 06 Jun 2017 14:38:41 GMT

@HarryB Thanks for the explanation

Re: Five months.....

SteveA — Wed, 07 Jun 2017 08:00:14 GMT

I think I might as well give up and move to cable....

Told PN I could do three afternoon appointments...

PN arranged for a 08:00 to 13:00 slot....

Re: Five months.....

Anonymous — Wed, 07 Jun 2017 08:37:29 GMT

Re: Five months.....

Gandalf — Thu, 08 Jun 2017 12:31:41 GMT

I am disappointed to see that, I'm passing feedback on.

Sorry for any inconvenience or frustration caused.

I can see my colleague [CSA Removed] has changed the appointment date to 12th June PM.

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

Re: Five months.....

SteveA — Thu, 08 Jun 2017 12:32:09 GMT

Yes - I phoned and talked to [CSA Removed] and he got stuff sorted out for me on the phone

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

Re: Five months.....

SteveA — Fri, 16 Jun 2017 13:58:05 GMT

So BTOR phone up out of the blue on Wednesday - dismiss the engineer's results (from Monday) and goes and does something at the cabinet ... I have no idea what he did and there are no details on the ticket.

Today I see a set of test results which show a line drop just past 10am and:

Start Time Stamp 2017-06-16T13:05:57Z

Ingress Code Violation 2
Egress Code Violation 12
Errored Seconds 9

And a comment from a CSA saying that the line is stable and therefore you consider the problem resolved.

How many times do I have to tell CS that the problem is NOT stability but packet loss impacting the IPTV service?

I'll need to watch IPTV for a few hours for the next few days to see if the problem has really gone away.

Re: Five months.....

chenks76 — Sat, 17 Jun 2017 11:46:23 GMT

@Gandalf wrote:

I am disappointed to see that, I'm passing feedback on.

Sorry for any inconvenience or frustration caused.

I can see my colleague [CSA Removed] has changed the appointment date to 12th June PM.

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

Does anyone else this the moderation on this post is over-zealous, bordering on the inappropriate?
surely a plusnet memeber of staff has the right to post whatever they want, and a moderator is lower in the chain, thus a moderator should not be touching any post made by plusnet staff.

@Mav care to comment?

Re: Five months.....

Anonymous — Sat, 17 Jun 2017 11:50:20 GMT

If CSA names aren't allowed in posts then removing them makes sense, regardless of who post them, if anything the Staff should know the rules better than any member and @Mav shouldn't have needed to edit.