Why Don't Plusnet Listen? Tale of woe
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Why Don't Plusnet Listen? Tale of woe
24-01-2014 11:53 AM
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The sad tale so far is the line was lost two weeks ago due a problem with a BT "line box" (green cabinet) in the street late evening.
This was reported (via mobile after 1/2 hr+ wait time) to plusnet who put in a call to BT OR.
BT attended 14/1 and realised the damage to the wiring was significant, but quote 2-3 days to solve...so by 18th Jan
No update from PN until 17th telling me it's a line issue and it's being worked on!!!
On 18th BT turn up and reconnect us.
On 21/1 PN text to say it's fire damage (we knew that on day one) and it will take until "27/1 to fix" apparently !!!
Spoke to PN CS who didn't see any issue with this strange sequence of comms from them to the customer.
I did have a more positive chat with a Manager, was offered a sweetner to stay and sort out the issues and thought no more of it.
Line then starts to drop again after which I get an "our supplier has cleared the fault" text.....I reply saying I don't think so....no reply for two days then I get "you need to book an engineer then" txt....
(Red rag to a Bull I'm afraid)...I pointed out we still have an OR wagon outside the offending line box.....this made no difference, so called options team instead...
Call the options teams who think 2 weeks with a fault is fine......."another supplier won't make it any quicker sir"...No, but they MIGHT LISTEN.
I'm lost for words....
Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 12:57 PM
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If someone has set fire to the box or it's burnt out, what can they do?
Go and ask the bloke doing the work at the box......
Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 1:00 PM
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.... I did back on 14/1. It was "fixed" on 18/1...and then they tinkered some more and it went bad.... and so it goes on....
What do I want - to get OR to resolve the problem at exchange or box as part of the existing fault, not raise another incident eng callout.
OR has been at other houses this morning (clearly they're not with PN) as we all still have problems with the line....I am trying to catch the engineer bfore he goes....
Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 1:03 PM
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I can see the next step would be booking an engineer to visit you, I'm not 100% why so I'm looking into that. If you could please update ticket 79736881 as to when you can be available (assuming you'd still want to do that) and I'll get that arranged for you.
Adam
Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 1:11 PM
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Hopefully the engineer will show up at our door...he's 50ft away next door right now.....this is ridiculous. The fault/problem is common to all the houses here.
I put in a ticket TWO week ago and OR were called..it should all be done against that same ticket.
Ticket updated. Im available today...which is TWO weeks after I reported the problem.
Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 1:25 PM
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I need to pick this up with them later this afternoon so please look out for further updates to the ticket.
Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 1:27 PM
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Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 3:32 PM
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Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 3:49 PM
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Thanks again.
Re: Why Don't Plusnet Listen? Tale of woe
24-01-2014 4:04 PM
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Re: Why Don't Plusnet Listen? Tale of woe
27-01-2014 4:52 PM
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