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How long does it normally take to fix a fault?

gbeldon
Hooked
Posts: 7
Thanks: 1
Registered: ‎18-06-2019

How long does it normally take to fix a fault?

My VDSL connection stopped working on Wednesday the 12th. The online Broadband Troubleshooter appeared to confirm a fault, and logged it under the ID 191125589. At the end of that process it said I would be kept up to date via text message. The ticket was updated on Friday, I think it shows a hardware fault. So it's now been down for six days and I still haven't received a single text message telling me what's happening.
Is this appalling level of customer service normal for Plusnet?

9 REPLIES 9
Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: How long does it normally take to fix a fault?

As I understand it your appalling service complaint is not that nothing has been done or that you don't know what's happening as you've read the ticket on your account. It's that you haven't received a text telling you that which you already know.

How long does fixing a fault take? Take two scenarios:

1. An engineer has to go to the first cabinet he checks and finds a disconnected cable.

2 The fault is up a pole or underground on a busy main road and getting to it involves lane closures, which requires permission from other authorities.

How long is a piece of string?

Moderator and Customer
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OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 65
Registered: ‎09-10-2018

Re: How long does it normally take to fix a fault?

Thanks for your post, @gbeldon.

 

We're sincerely sorry to hear of the delayed response to your fault ticket.

 

Our suppliers are telling us that we need to arrange for an engineer visit, and so I've just sent you a ticket accessible here.

 

Please let us know here if you respond to the ticket so that we can get the engineer booked in ASAP.

gbeldon
Hooked
Posts: 7
Thanks: 1
Registered: ‎18-06-2019

Re: How long does it normally take to fix a fault?

Thank you.

I've responded in the ticket.

HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,199
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Registered: ‎25-03-2015

Re: How long does it normally take to fix a fault?

Thanks @gbeldon, I've responded to the ticket with some links to troubleshooting. I'm sorry to hear you'd not been asked to go through this previously.

 

Once you've done this, could you let us know via the ticket and then give us a nudge back here so we can get that picked up and booked in as soon as possible for you if you continue to experience connection issues after troubleshooting.

 

Thanks.

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 Harry Beesley
 Plusnet
gbeldon
Hooked
Posts: 7
Thanks: 1
Registered: ‎18-06-2019

Re: How long does it normally take to fix a fault?

OK, I've run through that again, still nothing. Response added to the ticket.
Please get an engineer booked ASAP.

HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,199
Thanks: 1,466
Fixes: 256
Registered: ‎25-03-2015

Re: How long does it normally take to fix a fault?

Thanks for that. I've responded via the ticket and made sure an appointment has been booked in for you.

 

I hope this helps.

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 Harry Beesley
 Plusnet
gbeldon
Hooked
Posts: 7
Thanks: 1
Registered: ‎18-06-2019

Re: How long does it normally take to fix a fault?

Thank you.

gbeldon
Hooked
Posts: 7
Thanks: 1
Registered: ‎18-06-2019

Re: How long does it normally take to fix a fault?

Fixed now. Apparently I'd been disconnected in the cabinet.

No idea how that happens, or why it takes so long fix.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
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Registered: ‎27-04-2007

Re: How long does it normally take to fix a fault?

Thanks for the update, I'm sorry it took longer than we'd like too but we're glad to see that it's been resolved. 

 

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 Adam Walker
 Plusnet Help Team