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Fibre Outage - why can't you inform customers?

kotopoulo
Newbie
Posts: 1
Registered: ‎23-10-2017

Fibre Outage - why can't you inform customers?

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

9 REPLIES
rongtw
Seasoned Hero
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Re: Fibre Outage - why can't you inform customers?

They normall post here https://community.plus.net/t5/Service-Status/bd-p/ServiceStatus but of late they are a bit slow Undecided

https://status.zen.co.uk/broadband/  is more reliable or the BT site https://btbusiness.custhelp.com/app/service_status/

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newagetraveller
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Registered: ‎03-08-2012

Re: Fibre Outage - why can't you inform customers?

Which isn't really feasible if your broadband is not working.Smiley

DaveyH
Seasoned Pro
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Registered: ‎15-11-2012

Re: Fibre Outage - why can't you inform customers?

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. Wink

rongtw
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Re: Fibre Outage - why can't you inform customers?

Ahh but most people have a smart phone and mobile data Thumbs Up

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22over7
Rising Star
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Re: Fibre Outage - why can't you inform customers?

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.

 

rongtw
Seasoned Hero
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Re: Fibre Outage - why can't you inform customers?

They should have a automated outage  checker  phone line Thumbs Up

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198kHz
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Registered: ‎30-07-2008

Re: Fibre Outage - why can't you inform customers?

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.

 

Remember you are unique - just like everyone else
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Fibre Outage - why can't you inform customers?

Apologies for any inconvenience caused.

We'll pass your feedback on.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
NorthPole
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Registered: ‎05-07-2013

Re: Fibre Outage - why can't you inform customers?


rongtw wrote:

Ahh but most people have a smart phone and mobile data


Source? Statistics? Or just an assumption?