6 Weeks now without phone line fix? Totally dead - help!
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Re: Week without phone line fix? Totally dead - help!
18-06-2012 5:50 PM
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Thank you for update at 11:30. Another day gone without the phone live for them? What you and inferred BT playing out? Can not get into house next door, reroute the phone cable? Really it's that simple surely? The people next door might be away for 6 months for all we know.
They have been with you for a number of years and I know after all of this are looking into getting cable, perhaps you could offer a months free worth of phone etc, been nearly a month without anyhow!
James
Re: Week without phone line fix? Totally dead - help!
18-06-2012 6:11 PM
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Sorry after 18 days is not really good enough, what do you (plus/bt) think people are suppose to do without a phone line? As i keep saying reroute the cable! Would you like me to post a photo of house to see how easy it would be? My friend is going to take this matter to OFFCOM in the morning if you don't get a time for the fix.
"I am sorry for the lack of updates recently, and also for the fact I cannot provide a better update at this moment in time.
I have spoken to Openreach this morning and I have someone chasing this up the pole tester and the field engineer. I have been advised that I can expect more information after 2pm, so I will keep an eye on this and get back to you as soon as an update is available.
I have also sent an escalation request to see if we can this moving a little quicker, I'm just waiting to see if this has been accepted."
By the way the web for to complain is at:
http://ask.ofcom.org.uk/help/telephone/landfault
"provider fails to repair a fault when they say" is now a major issue, my friend not what to hear all the excuses about the 'pole' just get it fixed when you said!
Re: Week without phone line fix? Totally dead - help!
18-06-2012 6:40 PM
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Re: Week without phone line fix? Totally dead - help!
18-06-2012 6:44 PM
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james.
Re: Week without phone line fix? Totally dead - help!
18-06-2012 6:46 PM
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"I have checked for updates on your fault this afternoon and BT have informed me that apole tester has been assigned to survey the telegraph pole in question.
This will take place on the 15th June. We expect to have further updates on this matter within 72 hours of this time.
Thank you for your continued patience in this matter.
If you have any queries please do not hesitate to contact us either by replying to this ticket or calling our support team on 0800 432 0200.
You can access your account by visiting https://my.plus.net, support services are available here http://www.plus.net/support, and our community pages can be found at http://community.plus.net.
The next action on your Help Assistant Question is due on Saturday 16th June at 7:00am. This Question will remain open with the BOT - Phone Faults - Logged until this time. "
Re: Week without phone line fix? Totally dead - help!
18-06-2012 10:22 PM
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Unfortunately the person that our suppliers needed to contact is not contactable by phone (there was no indication on why, but this is not as uncommon as you think). They have sent emails to the required people and their line managers and have advised we will receive an update by end of day on the 19th.
From what I can make out without having access to a phone myself at the moment, a pole tester was needed. Some further notes from back when I originally looked at this show this is due to Ivy growth.
Although this is not what BT use, this product gives you an indication on what this is for.
The notes suggest that the pole testing should have already been conducted, but this is why they need to contact an individual tomorrow to obtain the needed information.
Re: Week without phone line fix? Totally dead - help!
19-06-2012 10:51 AM
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That's wonderfull. Look why can't you/bt not just simply cut the line to that pole and use the other pole to run to house? Simple number 4 and 2 in the same road are coming from a pole in road and number 6 (this house) and 8 share a pole in back garden of number 8. The main issues that number 8, people are not at home as a 2ed home. So like i keep saying please please can you get bt to just re-route the cable over the pole in road.
james.
Re: Week without phone line fix? Totally dead - help!
19-06-2012 12:08 PM
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Re: Week without phone line fix? Totally dead - help!
19-06-2012 1:03 PM
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Re: Week without phone line fix? Totally dead - help!
19-06-2012 2:28 PM
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"Apologies for the delay in getting back to you. I have checked with our suppliers and the escalations manager at Openreach report that they are waiting on a update from a colleague in order to progress this fault. This is expected at the close of play today. We will be back in touch when we have received that.
I understand that this issue is very frustrating for you but we can only go off the information supplied by Openreach. We will of course refund you for any down time you have experienced regarding the fault."
Re: Week without phone line fix? Totally dead - help!
19-06-2012 2:42 PM
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Quote A update from plus via ticket, again I do really need to ask what is the problem 5m of phone line going up to a pole..... Someone from Plusnet needs now to phone (yes really) local BT Openreach men and ask what really is the issues.
I'm sorry that the fault has become protracted, I'm not surprised you're unhappy, we are doing all we can and are pushing back on the escalation but we cannot pass on direct instructions as to how line repairs should be carried out. I do see the logic in why you've asked for this but as for reasons previously discussed on this thread it won't be done in that manner.
We'll continue to keep you updated on as frequent a basis as possible and we'll also make sure you are credited for the downtime experienced.
Re: Week without phone line fix? Totally dead - help!
19-06-2012 3:55 PM
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[quote=www.btplc.com/thegroup/regulatoryandpublicaffairs/codeofpractice/consumercodeofpractice/btresidentialcodeofpractice.pdf]As soon as you report a fault on your phone line
While you’re waiting for the fault to be repaired, you can ask us to divert all your incoming calls to another fixed or mobile number free of charge. If we do this, you can keep the diversion until we repair your service.
If your incoming calls are diverted to a mobile phone, we’ll also help with the cost of the calls you make from your mobile phone. We’ll do this automatically by taking a call allowance off your next bill. We’ll work out the call allowance by looking at the number of days you’ve been without a service.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Week without phone line fix? Totally dead - help!
20-06-2012 9:24 AM
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It can be done when a fault is raised but it's not a free service unfortunately.
Re: Week without phone line fix? Totally dead - help!
20-06-2012 10:37 AM
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James.
Re: Week without phone line fix? Totally dead - help!
20-06-2012 1:44 PM
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Quote from: Matt Unfortunately the same offer isn't extended to companies reselling phone lines
That offer is from BT Retail - you get exactly the same conditions from BT Wholesale as them!
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
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