the worst service ever
Why are you going to wait 11 months?
I was disappointed with service over the weekend:
When my phone went down (no dialtone on master socket) I called on my mobile and raised a ticket.
Seven hours later and no update so asked if please could I have a divert to Mobile and SMS updates.
Six hours later again no update so expensive call on mobile while kept on hold waiting and told "shortage of staff I will be called back on mobile within the hour"
Got a SMS message within the hour saying fault had now been logged with BT.
Incoming transferred to mobile.
When I had my phone service with BT the transfer of line to mobile and SMS updates were instantaneous when the line went down.
Seems to me that the procedures need tightening up at PN - 14 hours from report of fault to getting line switched to mobile is too long...
However BT were on the ball - round at 8:15 this morning and had to do a bit of tree pruning and replace the last leg of the overhead wire.
Full marks to BT for a quick response! All up and working again.
When my phone went down (no dialtone on master socket) I called on my mobile and raised a ticket.
Seven hours later and no update so asked if please could I have a divert to Mobile and SMS updates.
Six hours later again no update so expensive call on mobile while kept on hold waiting and told "shortage of staff I will be called back on mobile within the hour"
Got a SMS message within the hour saying fault had now been logged with BT.
Incoming transferred to mobile.
When I had my phone service with BT the transfer of line to mobile and SMS updates were instantaneous when the line went down.
Seems to me that the procedures need tightening up at PN - 14 hours from report of fault to getting line switched to mobile is too long...
However BT were on the ball - round at 8:15 this morning and had to do a bit of tree pruning and replace the last leg of the overhead wire.
Full marks to BT for a quick response! All up and working again.
If I was to switch my phone to Plusnet and this encountered problems, would it be possible to switch back to BT?
What penalties (if any) would be incurred?
This is the main reason I stay with BT.
The phone has failed only once in recent years - and it was fixed within the day, I was offered mobile divert as soon as it was reported.
BTW - my broadband still worked over the failed phone line.
Since service is so important with a phone, I've deferred moving.
What penalties (if any) would be incurred?
This is the main reason I stay with BT.
The phone has failed only once in recent years - and it was fixed within the day, I was offered mobile divert as soon as it was reported.
BTW - my broadband still worked over the failed phone line.
Since service is so important with a phone, I've deferred moving.
Quote from: mbeenham When my phone went down (no dialtone on master socket) I called on my mobile and raised a ticket.
Seven hours later and no update so asked if please could I have a divert to Mobile and SMS updates.
I've just had a gander over your account and TBH can't really see how we could have done this much quicker. The original ticket was raised at 1am on Sunday morning, we picked it up as soon as a fault agent was able to over the weekend and contacted BT asap. I appreciate this wasn't until early afternoon, however this wouldn't have made a great impact on the time to fix as there were some issues with the eCo Repair system used to raise home phone faults too
Quote Six hours later again no update so expensive call on mobile while kept on hold waiting and told "shortage of staff I will be called back on mobile within the hour"
Did you dial the 0114 number as this should be cheaper than the 0845 from a mobile?
Quote Full marks to BT for a quick response! All up and working again.
Good to hear that it's back up and working.
Quote from: puddy my last 2 tickets took over a month to be resolved
Most of the time I was bounced a round between customer service staff members
Hi Puddy,
To be fair we were having to wait and chase a 3rd party to resolve your tickets, while I appreciate that it is us that provide your service, in some instances this can unfortunately happen.
Quote from: Chris
I've just had a gander over your account and TBH can't really see how we could have done this much quicker. The original ticket was raised at 1am on Sunday morning, we picked it up as soon as a fault agent was able to over the weekend and contacted BT asap. I appreciate this wasn't until early afternoon, however this wouldn't have made a great impact on the time to fix as there were some issues with the eCo Repair system used to raise home phone faults too
Chris - many thanks for your response.
I'm sure that PN could have put a divert in place quicker than 14 hours and it should not have needed two chases by me for it to happen.
We are talking here about the complete loss of voice and crippling of broadband services.
I would rate this as a major issue and if it takes support staff 14 hours to progress a major issue I would hate to have a minor one!
I waited until 8am Sunday to progress when I thought the day shift would be on and hopefully a low call rate.
No response.
I used the 0114 number naturally - several times I held but had to give up. To be on hold listening to MUSAK or someone burbling about the benefits of PN Home Phone while my credit ticks away does not do much to improve my humour!
I fully accept that Openreach would not have been able to turn up sooner than 8am Monday morning but had my call been actioned in a timely manner I wouldn't have missed several important incoming calls.
The thing that really irks is getting half of the mushroom treatment - being kept in the dark without the benefit of being shovelled any - fertiliser!
Regards,
Martin
Quote from: Chris To be fair we were having to wait and chase a 3rd party to resolve your tickets, while I appreciate that it is us that provide your service, in some instances this can unfortunately happen.
That’s not true
I had to inform Gradwell myself and they confirmed plusnet had not contacted them about the problem (siemens 450/460).
As for the sip2 or sip settings on broadband phone I had to tell your customers how to the fix it and yes again you did not inform the 3rd about this issue and your CS dept briefed against me saying it would not work
puddy
