Its quicker to get faults fixed if you have line rental with BT
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Its quicker to get faults fixed if you have line rental with BT
23-05-2014 7:29 PM
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My neighbour logged a ticket 86041348 24 hours ago, and it appears to have been ignored. It should have gone to openreach faults by now. So no chance of this being fixed until at Least Wednesday now, and they are an elderly couple.
And you know what, same thing happened to me a few months ago when I had a line fault. I had to post here before it got logged with OR. Seems like PlusNet always add a 24 hour + delay to the proceedings. Why?
And can anyone who cares about customer service Please, PLEASE send his fault to Openreach so they can fix it.
Re: Its quicker to get faults fixed if you have line rental with BT
24-05-2014 10:27 AM
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There will be no DCT presence on the forums until Tuesday. The best course of action is to phone the support desk.
There is no evidence to support the claim in your title. BTOR's SLA is a fix within 72 hours (working days). I and many others have had PN phone faults fixed the next day after reporting the fault. Voice call is always better than a ticket for such issues.
As for BT Retail fix times, my experience before switching to PN was appalling - after service restoration following a cable theft, I got the phone line for the pub in the next village. BT Retail's support desk in India insisted that this was a new fault (rather than the same fault badly repaired) and insisted on a new target fix time. Due to their inability to understand and act, I was without my phone service for 10 days.
The worse I've had similar with PN was 44 hours when the line failed again 2 hours after a BTOR repair. Service was restored at 09:30 on a Sunday morning - I just do not see an Indian call centre delivering that level of customer interest.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Its quicker to get faults fixed if you have line rental with BT
24-05-2014 12:03 PM
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Re: Its quicker to get faults fixed if you have line rental with BT
24-05-2014 12:05 PM
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Re: Its quicker to get faults fixed if you have line rental with BT
24-05-2014 12:07 PM
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Re: Its quicker to get faults fixed if you have line rental with BT
24-05-2014 1:27 PM
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Quote from: Townman The best course of action is to phone the support desk.
Difficult with a faulty line, unless everyone is expected to keep a mobile for these occasions (which is prohibitively expensive for waiting on-hold).
Re: Its quicker to get faults fixed if you have line rental with BT
24-05-2014 8:58 PM
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PN have had 100% fix within 72 hours, BT have had 100% failure after 10 days.
Whatever, the issue is not going to get picked up here before Tuesday. The right advice is phone the support desk. Early morning is a good time to get through.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Its quicker to get faults fixed if you have line rental with BT
25-05-2014 10:48 AM
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Re: Its quicker to get faults fixed if you have line rental with BT
25-05-2014 11:21 AM
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Re: Its quicker to get faults fixed if you have line rental with BT
26-05-2014 11:59 AM
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Re: Its quicker to get faults fixed if you have line rental with BT
26-05-2014 12:07 PM
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Re: Its quicker to get faults fixed if you have line rental with BT
26-05-2014 12:08 PM
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Re: Its quicker to get faults fixed if you have line rental with BT
26-05-2014 12:33 PM
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Re: Its quicker to get faults fixed if you have line rental with BT
27-05-2014 12:57 PM
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I've taken a look at the ticket in question and I can see that it was raised on 22/05/14 @ 18:38 and we responded and raised the fault to our suppliers on 23/05/14 @ 20:29 - I appreciate there is a slight delay in getting that raised to our suppliers, however the lead time for resolution would be the same due to the Bank Holiday weekend.
The issue is hand and we're expecting the issue to be resolved by the end of the day tomorrow. I'm sorry for the delay.
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