BT Line Fault (a perspective on Plusnet Customer Service)
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BT Line Fault (a perspective on Plusnet Customer Service)
20-07-2010 7:29 AM
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Last evening I tried repeatedly to get through to BT fault reporting service on 151. I missed one returned call and eventually had to spend half an hour on hold before I got through to a BT representative. Half an hour! Since my broadband is still just about working I had wanted to report the fault online but it says:
"Important
We can only check the line if it's not currently being used. This includes:
- Internet access
- Phone calls using a standard or VoIP phone
- Fax
- Broadband services e.g. BT Vision
You'll need to run this check using a PC connected to a different line and ensure that the line you wish to check is unused."
Am I reading this wrongly or does it really say that I cannot report the line fault using a computer attached to the faulty line????
It strikes me that Plusnet Customer Service (which sometimes gets complained about on this forum) is vastly better than the phone line arm of BT when it comes to ease of reporting a fault. Later I'll see how BT do when it comes to actually fixing the fault because a BT Engineer is due to visit some time this morning - which is certainly an excellent fast response! By the way, before I called BT, I plugged my phone into the test socket below the BT Master Socket faceplate to test the line because with the promise of an engineer comes the threat of a £127 charge if it's an internal problem rather than a BT line fault.
Question: if I request this, will the BT Engineer be able to reset the DLM on my line after the fault has been repaired?
Re: BT Line Fault (a perspective on Plusnet Customer Service)
20-07-2010 8:25 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: BT Line Fault (a perspective on Plusnet Customer Service)
20-07-2010 8:52 AM
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Re: BT Line Fault (a perspective on Plusnet Customer Service)
20-07-2010 8:58 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: BT Line Fault (a perspective on Plusnet Customer Service)
20-07-2010 9:34 AM
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Re: BT Line Fault (a perspective on Plusnet Customer Service)
20-07-2010 9:59 AM
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Meanwhile, BT attempted to clear the line, tested it briefly, concluded it was good and sent me an automated message to that effect. Then they retested it and found they were wrong. I had to spend another half hour on the phone to BT trying to discover what on earth was going on and make sure they had not closed the fault. They were unable to tell me whether or not an Engineer will now still visit this morning. This is terrible customer service. I say again, anybody complaining about Plusnet should try dealing with a BT voice line fault!
Re: BT Line Fault (a perspective on Plusnet Customer Service)
22-07-2010 9:31 AM
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Should Plusnet ask clients with broadband speed problems to try the BT Quiet Line test? You do this by dialling 17070 then selecting option 2. It is easy to become used to and reconciled to a poor phone line but I don't think you're ever likely to get a good broadband speed if your phone line is audibly noisy (as mine is at present).
Re: BT Line Fault (a perspective on Plusnet Customer Service)
22-07-2010 9:35 AM
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Re: BT Line Fault (a perspective on Plusnet Customer Service)
23-07-2010 1:12 PM
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First occassion BT were here within the hour of the fault being reported and 1 hour later had fixed it.
'twas as usual a fault in the street box which is a total nightmare and needs totally ripping out/start again.
On this occassion due to some line intermittance prior to the fault becoming total my Default SNR was changed and I had to get plusnet to set it back.
Once this was done the IP setting came back up as expected.
I did joke to friends: telephone mended in 2 hours - internet took 2 weeks to return to normal
The second occassion was a clean break due to a large branch dropping on the line during heavy snows.
Again BT struggled through the snow - me helping to push the van at one point to get to my house to fix it.
All fixed without any "damage" to the internet connection.
I think that repair was next day - but on the day of the snows there was no traffic anyway locally.
I was give free diverts to my mobile to keep my landline operational for voice calls.
BT texted me with updates on the job status.
I had calls from the team about to start the job. This enable me to tell them particularly on the second fault exactly what had happened so they did not
waste time on checking the line from the exchange.
I do appreciate in all this that being self employed from home means that I'm more flexible than those who have to take time off work for BT to visit, so if BT needed to change the schedule it would not have been a great issue for me.
Re: BT Line Fault (a perspective on Plusnet Customer Service)
23-07-2010 2:49 PM
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My sync rate has immediately gone up to 5184 kbps (usually 7600 kbps) although the S/N ratio is up at 15 dB instead of the usual 6 dB. My IP profile has dropped to 2500, which is better than I imagined it would be, but my download speed ( http://speedtester.bt.com/ ) is 209 kbps, presumably because the Plusnet IP Profile has not yet caught up with the BT one.
What particularly went wrong in this instance was BTs fault logging system. My appointments on the system were not being communicated to the Openreach engineers. It took two days of missed appointments for BT to realise this and assign people to communicate by telephone and then another day until an engineer could call. The line varied between noisy and no dial tone so did not show up as faulty when initially tested - which may have lead to the job being assigned a lower priority. Fortunately it was completely dead today so there was no ambiguity.
But we waited in all day on Tuesday (because the 151 Operator could not say whether the engineer would call or not), then on Wednesday morning, took Thursday morning off although I got the call at 9 p.m. to say nobody was coming. And now had to take Friday afternoon off. We did get free call diversion to a mobile and this worked some of the time but yesterday my wife tried several times to call me and didn't get through. Overall customer service was very poor - but I am heartily relieved to get the fault finally fixed.
Re: BT Line Fault (a perspective on Plusnet Customer Service)
23-07-2010 3:18 PM
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Re: BT Line Fault (a perspective on Plusnet Customer Service)
23-07-2010 3:38 PM
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Is this not a case where a restarting the training would help?
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: BT Line Fault (a perspective on Plusnet Customer Service)
23-07-2010 3:40 PM
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Re: BT Line Fault (a perspective on Plusnet Customer Service)
23-07-2010 3:52 PM
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Re: BT Line Fault (a perspective on Plusnet Customer Service)
23-07-2010 5:27 PM
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An experience I had is similar to ReedRichard's and x47c's.
Not long after moving in to our new to us house, that had a short steep drive, we opted to have the drive remodelled resurfaced and the sloping garden terraced, The cable got broken in the work, and required a new run that would leave a scar in our brand new drive. BT man agreed to reroute if a shallow trench was dug in the lawn by our other boundary. IMHO good service
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