How long does it take PN to reset fibre line? More access to PN staff
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: How long does it take PN to reset fibre line? ...
How long does it take PN to reset fibre line? More access to PN staff
19-06-2015 9:35 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Give PN staff the access to reset fibre or escalate issue to BT.
Common sense?
Constantly been told that faults will look at it.
Re: How long does it take PN to reset fibre line? More access to PN staff
19-06-2015 9:40 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: How long does it take PN to reset fibre line? More access to PN staff
22-06-2015 2:13 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
PN Staff have access to a set section of BT Wholesale, this is called the Business Portal
It allows its users to escalate and also look at diagnostics for a line managed by PN and other various tools, however
due to the demand for faults and fault nature it seems as though only Faults team have access to the "Faults and Diagnostics" area
or the BTW access plan. Unfortunately I cannot go into full details of the BTW system since it is covered by many legal contracts and policies.
Faults is actually BT Faults and is out of the control of PN (iirc) It is common for this to take some time since Faults will test most outcomes
and possibilities, to actually answer your question It wouldnt be a viable system or escalation pattern to give PN staff direct access to BT
since in many cases workload would increase and many people would be waiting a lot longer!
-C
Re: How long does it take PN to reset fibre line? More access to PN staff
22-06-2015 3:01 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The problem here is that Plusnet cannot remotely do Resets to Fibre as they can to ADSL and their Faults team will need to do the relevant tests to then convince Openreach to do the reset.
Re: How long does it take PN to reset fibre line? More access to PN staff
22-06-2015 6:03 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Anotherone Your post is badly worded ConnerT.
Wow! Indeed it is, whoops..
Im my defence it was 3am when writing
Re: How long does it take PN to reset fibre line? More access to PN staff
22-06-2015 7:08 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Anotherone Plusnet staff have direct access to BT Wholesale and to OpenReach, just the same as any ISP that uses BTw or Openreach Products.
Technically speaking, Plusnet don't have direct access to Openreach (the same as most BTw ISPs do not have access to Openreach). The exception being for when there is a WLR fault. For broadband, they have to deal with directly with BTw.
Re: How long does it take PN to reset fibre line? More access to PN staff
22-06-2015 7:24 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: How long does it take PN to reset fibre line? More access to PN staff
22-06-2015 5:43 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: AndyH
Quote from: Anotherone Plusnet staff have direct access to BT Wholesale and to OpenReach, just the same as any ISP that uses BTw or Openreach Products.
Technically speaking, Plusnet don't have direct access to Openreach (the same as most BTw ISPs do not have access to Openreach). The exception being for when there is a WLR fault. For broadband, they have to deal with directly with BTw.
Indeed, assuming that the Fibre Broadband is the same BTw Data Services Fibre service then the escalation's are the same, I'm unsure if you can access the document below (or even if I should be sharing it)
BT Customer Service Plan for FTTC/P
However it highlights the escalation routes for BTw to have the following criteria for escalation:
• Checked your systems for the latest order/fault update
• An open order or fault (unless this is the reason for escalation)
• Have contacted BTW via e-Chat for assistance, if you cannot raise an order or fault.
As such their is a slightly different escalation pattern for Fibre broadband, where Fault's have access to BTw Escalation that your normal PN Staff might not do!
-C
Re: How long does it take PN to reset fibre line? More access to PN staff
22-06-2015 7:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: How long does it take PN to reset fibre line? More access to PN staff
22-06-2015 8:00 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Now Ticket is out of its SLA
Still waiting for my Ip Profile to be reset.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: How long does it take PN to reset fibre line? ...