Bad service
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Bad service
08-07-2014 12:48 PM
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Re: Bad service
08-07-2014 1:35 PM
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Re: Bad service
08-07-2014 1:41 PM
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Re: Bad service
08-07-2014 2:12 PM
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We're sorry to hear that you've seen the problems return on the line. While we do attempt to get faults fixed as soon as possible we do have to adhere to the service level agreements in place with our suppliers. This can mean wait times on faults can run onto 24, 48 and even 72 hours before we hear anything back so while we completely appreciate your frustrations in getting your service back up and running, we have no other option at times.
As you raised the most recent fault to us around midday yesterday we would normally start to see automated testing results come back within 24 to 48 hours, as this time frame hasn't yet passed it isn't out of the ordinary to have heard something.
As you've drawn our attention to this I have now made sure this is fully raised for you and sped up the initial diagnostics in order to try and reduce the wait times for you. It seems that the initial fault checks returned a "No Fault Found" conclusion although this isn't to say that there is no fault. As such I have now raised this for further details faults diagnostics and we should have an update back on the support ticket for you shortly.
Re: Bad service
08-07-2014 3:12 PM
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Re: Bad service
08-07-2014 4:20 PM
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Just checking your line profile on our side as well as running the line checks on our suppliers side, this seems to show the the speed isn't being restricted anywhere. Are you able to look at running some speed tests outline in this link and provide us with the details of the outcome, that should help us identify where the issues sit.
Thanks again
Re: Bad service
08-07-2014 7:10 PM
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Quote from: Adam While we do attempt to get faults fixed as soon as possible we do have to adhere to the service level agreements in place with our suppliers. This can mean wait times on faults can run onto 24, 48 and even 72 hours before we hear anything back so while we completely appreciate your frustrations in getting your service back up and running, we have no other option at times.
Adam,
Are these SLA response time "windows" those requested / purchased / contracted by PN with BTw / BTOR or are those times dictated by that local copper network monopoly? In other words PN has no choice. Are better SLA response times available and if so, what might the additional cost per subscriber be, if such a service where required?
Does PN have management performance stats identifying the profile of the "delay time" between a subscriber raising a line fault issue with PN and it being passed over to BT?
Kevin
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Re: Bad service
08-07-2014 7:21 PM
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Re: Bad service
08-07-2014 9:54 PM
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Quote from: Townman Does PN have management performance stats identifying the profile of the "delay time" between a subscriber raising a line fault issue with PN and it being passed over to BT?
Good question, particularly as the OP says:
Quote from: gissmo46 My problem is with the time it takes Plusnet to respond. BT aren't to bad.its the time Plusnet take to report faults and to respond.
Quote from: Adam we would normally start to see automated testing results come back within 24 to 48 hours,
If you are a BT customer then an automatic test is run automatically and immediately when you call to report a telephone fault. Does it really take Plusnet between 24 and 48 hours to achieve the same thing?
Re: Bad service
09-07-2014 9:38 AM
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Quote If you are a BT customer then an automatic test is run automatically and immediately when you call to report a telephone fault. Does it really take Plusnet between 24 and 48 hours to achieve the same thing?
No, if you call up we would be able to perform the testing whilst you were on the call, however, if you raise it via the ticketing system then it may take us 24-48 hours to pick this up.
The SLA's are set by Openreach, however, there are times that faults may take longer to resolve depending on the complexity. I'm sure we can all appreciate that certain faults are more complex than others and that the SLA is a guideline for best efforts.
Re: Bad service
09-07-2014 9:53 AM
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I've updated your Faults ticket and confirmed that our suppliers are estimating to have resolved the fault by 10/07/14 17:00:00. Our Faults team will check back after this time for further updates.
Re: Bad service
11-07-2014 10:51 AM
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Re: Bad service
11-07-2014 11:13 AM
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Re: Bad service
11-07-2014 11:16 AM
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Sorry to hear this has gone down again, given the issues you've seen I picked this up a few minutes ago and have tested the line and raised a fault for you. The issue was identified straight away and it looks as though they're going to be despatching an engineer who won't need access to your property to fix this.
We don't have a committed fix date just yet so if you keep an eye on the faults ticket you should see this updated as soon as we have the information.
Re: Bad service
11-07-2014 11:28 AM
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Quote from: ReedRichards If you are a BT customer then an automatic test is run automatically and immediately when you call to report a telephone fault. Does it really take Plusnet between 24 and 48 hours to achieve the same thing?
BT also allow anyone to initiate a line test from their website - Presumably this means that BTO expose the functionality via an API?
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