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How long does it take PN to reset fibre line? More access to PN staff

Faizan786
Rising Star
Posts: 148
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Registered: 31-05-2015

How long does it take PN to reset fibre line? More access to PN staff

Been 3 days now, ip profile has lowered itself 10mb, PN say we cannot do anything until faults pick it up.
Give PN staff the access to reset fibre or escalate issue to BT.
Common sense?
Constantly been told that faults will look at it.
9 REPLIES
Faizan786
Rising Star
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Registered: 31-05-2015

Re: How long does it take PN to reset fibre line? More access to PN staff

Or can we please have a priority schedule giving some idea what number your case is on, rather then it's with fault team. ts very annoying hearing that again and again.
ConnerT
Newbie
Posts: 5
Registered: 01-08-2014

Re: How long does it take PN to reset fibre line? More access to PN staff

Hi,
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
Community Veteran
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Registered: 31-08-2007

Re: How long does it take PN to reset fibre line? More access to PN staff

Your post is badly worded ConnerT. Plusnet staff have direct access to BT Wholesale and to OpenReach, just the same as any ISP that uses BTw or Openreach Products.
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.
ConnerT
Newbie
Posts: 5
Registered: 01-08-2014

Re: How long does it take PN to reset fibre line? More access to PN staff

Quote from: Anotherone
Your post is badly worded ConnerT.

Wow! Indeed it is, whoops..
Im my defence it was 3am when writing
Community Veteran
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Re: How long does it take PN to reset fibre line? More access to PN staff

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.
Community Veteran
Posts: 19,099
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Registered: 31-08-2007

Re: How long does it take PN to reset fibre line? More access to PN staff

Technically speaking AndyH is of course right, even though it's Fibre, there is still the convoluted route through BTw.. Replying at 3.00am doesn't help either Wink  Welcome to the forum as well ConnerT.
ConnerT
Newbie
Posts: 5
Registered: 01-08-2014

Re: How long does it take PN to reset fibre line? More access to PN staff

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
Community Veteran
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Re: How long does it take PN to reset fibre line? More access to PN staff

The link requires a login, but worry not, the relevant Plusnet staff have access to eChat, BTw Escalation etc. and that includes some of the CRT members that frequent the forum.
Faizan786
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Re: How long does it take PN to reset fibre line? More access to PN staff

I reported this issue on 7th May, apparently it was resolved by 6th June. Fault re-appeared again on 16th June.
Now Ticket is out of its SLA
Still waiting for my Ip Profile to be reset.  Embarrassed