Plusnet diagnostic bot

[#1]

Do not trust it!

For the first time I used it 3 days ago. It detected a fault and said an engineer would be out between 8am and 1pm today. 3 days without broadband? Pff, ok.

After a no show this morning, I called and they said for some reason an appointment had been "reserved" but not "confirmed". New appointment made over the phone with the helpful person (who also got it working, although they said there was a fault which caused the problem and might reoccur).

I'll never use the bot again, and I would have got a faster appointment on the phone. Posting just to give a heads up here.

[#2]

That is an unusual experience.

It does though seem illogical to blame the bot for this failure:

• You called upon it to test your service
• It tested your service successfully
• It found a fault
• It reported a fault
• It raised a provisional appointment for a repair - which implies that it was an external fault not requiring you to be at home

It is it a failure of the bot that BT Openreach's systems failed to confirm the appointment?  I think not, it is BT Openreach's system which failed ... and exactly the same could have happened if an agent had raised the appointment request.

As for the agent "getting it working" again, bad joints (usually wet ones) can be 'repaired' (dried out) by the act of testing the line ... which is fine until the joint gets wet again.

Reflecting on your narrative, this does not sound like FTTP ... in which case it is on the wrong board.