Fibre Outage - why can't you inform customers?
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- Re: Fibre Outage - why can't you inform customers?
Fibre Outage - why can't you inform customers?
23-10-2017 9:27 AM
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My router has disconnected from PlusNet this morning, so I queue to speak to someone on the phone/chat. They run a line test, and then say that there's a known fault in my area.
Why can't PlusNet inform customers in the area instead of them having to waste time getting in touch and clogging up your support network? It would save a lot of resource on both sides.
Similarly why can't you inform customers when the issue is resolved so we know if we have connectivity when we get home or need to make other arrangements? I was told to 'watch the router for the blue light' which is ridiculous in this day & age
Re: Fibre Outage - why can't you inform customers?
23-10-2017 10:25 AM
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They normall post here https://community.plus.net/t5/Service-Status/bd-p/ServiceStatus but of late they are a bit slow
https://status.zen.co.uk/broadband/ is more reliable or the BT site https://btbusiness.custhelp.com/app/service_status/
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Re: Fibre Outage - why can't you inform customers?
23-10-2017 10:38 AM
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Which isn't really feasible if your broadband is not working.
Re: Fibre Outage - why can't you inform customers?
23-10-2017 10:56 AM - edited 23-10-2017 10:57 AM
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Despite their broadband being down the OP has managed to post here, that would suggest they alternative access to the internet, like many these days I'd wager.
Re: Fibre Outage - why can't you inform customers?
23-10-2017 11:19 AM
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Ahh but most people have a smart phone and mobile data
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: Fibre Outage - why can't you inform customers?
23-10-2017 4:20 PM
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A "known faults" link somewhere would of course be useless to people with no broadband, but it is still useful to people with broadband, to explain things like performance going south/north, or strange events in ping graphs. "A lorry demolished your DSLAM" or "routing reconfiguration took place when everyone was steaming drunk" could explain a lot of phenomena, even if only after the event.
Re: Fibre Outage - why can't you inform customers?
23-10-2017 4:47 PM
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They should have a automated outage checker phone line
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Re: Fibre Outage - why can't you inform customers?
23-10-2017 5:10 PM
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According to this page (under 'All Live Updates') -
Service status line
If you don't have Internet access, you can hear the latest Service Status updates by calling 0800 917 6714.
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
Re: Fibre Outage - why can't you inform customers?
25-10-2017 1:34 PM
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Re: Fibre Outage - why can't you inform customers?
25-10-2017 2:45 PM
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@rongtw wrote:
Ahh but most people have a smart phone and mobile data
Source? Statistics? Or just an assumption?
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