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24/7 support

mc4martyc
Hooked
Posts: 5
Registered: ‎27-09-2021

24/7 support

Why is there no way to contact a person after normal hours to report an issue.

The enitirity of my town appears to be without Broadband. Connection dropped around 18:10 on the 23rd April

It is now 00:47 and still no broadband.

Diagnostic bot is useless, stated 4hrs, now over 6.5. Even the bot has now gone home for the day.

I work from home and am currently using hotspot on my mobile. This is abviously slow (4g)

Why can't we report a fault 24/7?

Why is there no service status page?

Apologies for slight rant.

Martin

17 REPLIES 17
198kHz
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Registered: ‎30-07-2008

Re: 24/7 support

Like most services, you get what you pay for, and Plusnet is a budget ISP.

Murphy was an optimist
Zen FTTC 40/10 + Digital Voice   FRITZ!Box 7530
BT technician (Retired)
corringham
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Registered: ‎25-09-2015

Re: 24/7 support

I agree you get what you pay for (and quick fault fixes cost more), but I'm not sure Plusnet count as a "budget" ISP any more - I pay less for a 500Mbps FTTP connection from an Altnet than I can get ADSL from Plusnet (and that's all Plusnet can offer).

If I did want ADSL2+, then there is quite a long list of ISPs that are cheaper than Plusnet to choose from (some are a third cheaper).

I think "no frills" might be a better description,

Dan_the_Van
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Registered: ‎25-06-2007

Re: 24/7 support

In defence of plusnet, they are not the only domestice ISP who do not provide 24/7 support and some you pay considerable more.

Zen being an example for Technical Support Monday to Friday 08:00 to 20:00 Weekends 09:00 to 17:00. See  https://www.zen.co.uk/contact-us/ 

So it is not necessarily about cost.

Dan

pjmarsh
Superuser
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Registered: ‎06-04-2007

Re: 24/7 support

That just got me thinking about who does give 24/7 support on residential contracts and am struggling a bit.

  • A&A who, granted, are quite a small ISP are Monday-Friday 8:00-6:00, Saturday 10:00-2:00, Sunday closed
  • Talk Talk who seem to make it very hard to find a number at all is Monday-Friday 9:00-7:00, Saturday 9:00-6:00, Sunday closed
  • Sky - can't see any details on times
  • Vodafone - Monday - Friday 8:00-10:00, Weekends 8:00 - 8:00
  • BT Monday - Friday 8:00-9:00, Weekends 8:00-8:00

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

corringham
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Registered: ‎25-09-2015

Re: 24/7 support

I don't think you will find any residential ISP that will offer 24/7 support. Even if the ISP did, most broadband faults will require Openreach to fix it - their cheapest care level 1 support (which most ISPs choose) offers 2 working day fixes. Their top care level 4 offers 6 hour fixes, but will cost the ISP significantly more.

mc4martyc
Hooked
Posts: 5
Registered: ‎27-09-2021

Re: 24/7 support

Am I the only one that finds this strange?

Seems we are going backwards.

Been looking as I have a billing question too, there is no live chat anymore, well not that I can see. 

As I saId, things seem to be going backwards. 

jab1
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Registered: ‎24-02-2012

Re: 24/7 support

Why is it strange? I can't see many residential customers needing 24/7 support, and keeping an office heated /fully powered up 24/7 is expensive for a very low return.

Going backwards from what?

John
mc4martyc
Hooked
Posts: 5
Registered: ‎27-09-2021

Re: 24/7 support

With the increase in home working I can see a need for 24/7 support
Also they too can wfh and not have to work in an office.

Not a lot you can't do 24/7 these days
Shopping, book eye test, tax car, order passport


jab1
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Registered: ‎24-02-2012

Re: 24/7 support

I don't disagree with you, but even if you wfh, you don't do it 24/7 - well, I wouldn't anyway.

'They' can wfh, but it means setting up quite complicated systems and ensuring they are secure - not exactly cheap to do on an employee by employee basis, but a lot cheaper and easier to do in a centralised environment, such as an office building.

The 24/7 activities you mention are possible, but the requests, most of which require checking and processing by humans, are usually dealt with during 'normal' office hours, except, possibly, Amazon shopping which is a 24/7 operation.

John
corringham
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Registered: ‎25-09-2015

Re: 24/7 support


@mc4martyc wrote:

Am I the only one that finds this strange?

Seems we are going backwards.

Been looking as I have a billing question too, there is no live chat anymore, well not that I can see. 

As I saId, things seem to be going backwards. 


All it needs is a support  e-mail address or ticket system where someone can log a problem 24/7, and the appropriate support staff can deal with it in the morning - without the customer having the inconvenience of waiting in a phone queue when they should be working.

 

corringham
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Re: 24/7 support


@jab1 wrote:

'They' can wfh, but it means setting up quite complicated systems and ensuring they are secure - not exactly cheap to do on an employee by employee basis, but a lot cheaper and easier to do in a centralised environment, such as an office building.

The systems needed to wfh securely are not complex or particularly expensive - lots of companies do it using off-the-shelf systems. I work for a large company from home, and our security is stricter than most, but it is still straightforward.

jab1
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Re: 24/7 support


@corringham wrote:

@mc4martyc wrote:

Am I the only one that finds this strange?

Seems we are going backwards.

Been looking as I have a billing question too, there is no live chat anymore, well not that I can see. 

As I saId, things seem to be going backwards. 


All it needs is a support  e-mail address or ticket system where someone can log a problem 24/7, and the appropriate support staff can deal with it in the morning - without the customer having the inconvenience of waiting in a phone queue when they should be working.

 


Fair enough - although AIUI the BOT system works on that principle for phone/broadband issues, and account issues can be logged on the forum (without sensitive information) to be picked up in working hours

With regards to post #12, I bow to your superior knowledge.

John
Townman
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Re: 24/7 support


@corringham wrote:

I don't think you will find any residential ISP that will offer 24/7 support.


And that is just the point - residential services are not intended to deliver mission critical business grade support.  If earning one's living from "home" is so dependent on high availability, then one needs to plan for that, either by buying a business grade service (Plusnet's business grade service delivers 24/7 access to support) or by buying some level of reliance, such as mobile broadband failover.

All that said, access to the ISP/CP to raise a fault report is one thing, BT Openreach will though fix it when they fix it.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

corringham
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Registered: ‎25-09-2015

Re: 24/7 support


@Townman wrote:
...If earning one's living from "home" is so dependent on high availability, then one needs to plan for that, either by buying a business grade service (Plusnet's business grade service delivers 24/7 access to support) or by buying some level of reliance, such as mobile broadband failover.

I'd encourage anyone dependent upon broadband to work to have a failover solution available - even if it is the WiFi in the coffee shop down the road.

However, Plusnet's  Business grade service is no longer available so that isn't an option. I'd also suggest it never was what I'd call "Business grade" apart from 24/7 phone line the only difference was VAT receipts - although they failed to provide those for over a year when I had the business service.