Is BT better at dealing with service issues than PN?
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Is BT better at dealing with service issues than PN?
28-09-2014 11:42 AM
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Re: Is BT better at dealing with service issues than PN?
28-09-2014 12:12 PM
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Two BT divisions (BT Openreach and BT Wholesale) are involved in the provision of both Plusnet and and BT Retail's broadband products. BT Retail *should* be no different to Plusnet when it comes to access to the services provided by BTOR and BTW and Ofcom would be very interested if they were. Ultimately, if you have a phone/broadband fault it's BTOR who have to fix it and it is this division that you'll see blamed for delays.
The distinguishing factor between most ISPs is how effective their support is in a) making use of tools to determine where a fault lies, b) escalating the fault to BTOR and c) chasing for fault resolution.
Re: Is BT better at dealing with service issues than PN?
28-09-2014 12:25 PM
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Though PlusNET is a member of the BT group, it operates independently of the other divisions. What you refer to as "blame" is in fact a fair statement of the real issues - BTOR own all of the physical service provision and are very poor at servicing it. Indeed they operate as though they were still nationalised and government owned - answerable to no one.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
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Re: Is BT better at dealing with service issues than PN?
28-09-2014 2:43 PM
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Re: Is BT better at dealing with service issues than PN?
28-09-2014 2:59 PM
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Under Ofcom rules, all ISPs are to be treated in the same similar manner, no favours, no preferences to those having some tenuous connected parentage.
That is somewhat different to ownership of accountability for owning the issues. If one took your argument to the limit, then not matter what or where the fault, the responsibility for failure is with who you pay the bill to. Such non-attribubility of responsibility masks understanding and improvement.
Your question was about would one get better service from BT Retail than PlusNET - presuming that anything having the "BT" badge on the fronth of their name might be more joined up than those bits which do not or are not part of the group. What the informed responses seek to communicate is if everyone is playing by Ofcom rules the answer is an emphatic "No" because the industry requires the supplying divisions to treat all retail operators equally BT branded or within the group or otherwise. Given that it is the supplying divisions which are failing all retailers ought to have the same issues.
If there is evidence that one retailer is being favoured over others, then that needs to be out before Ofcom.
I would actually suspect that retailers within BT are actually getting a less favourable service so as to ensure there can be no hint of wrong doing. There is certainly no visibility of PlusNet's CEO beating up BTOR's' CEO in the BT bike sheds for the latter's persistent abysmal performance reported on these forums.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Is BT better at dealing with service issues than PN?
28-09-2014 4:09 PM
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Moreover, I'm not sure that a customer is really interested in understanding the detail of an unrelated party's shortcomings- rightly or wrongly, it always smacks of buck-passing.
Re: Is BT better at dealing with service issues than PN?
28-09-2014 4:19 PM
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All customers see is the "shrug shoulders and that's how it is" approach...
Re: Is BT better at dealing with service issues than PN?
29-09-2014 5:23 PM
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Re: Is BT better at dealing with service issues than PN?
29-09-2014 5:52 PM
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It is true that benefiting out of the break up of the BT group that BT Retail have better diagnostic / fault reporting tools available to their agents than do other ISPs. The fault for that lays with Ofcom who failed to ensure that the playing field was truly level - all diagnostic and reporting tools should have been retained by BT Openreach for the use of call persons using their infrastructure.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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- Re: Is BT better at dealing with service issues th...