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Phone line STILL NOT WORKING!

kemik
Dabbler
Posts: 13
Registered: ‎14-08-2013

Phone line STILL NOT WORKING!

Logged a fault with support on the 3rd....YES 3rd of June about my phone line not working...
...many calls later with support and customer service and promises that this would be looked into and sill radio silence from Plusnet 8 days later!!
What month will my phone line get sorted is anyone's guess....you blame BT, BT say its not their problem.....total joke from a customer perspective....looks like I have to email Andy Baker Plusnet CEO directly again just like I had to last time I had problems with my telephone line and it tokk about a MONTH to fix!!!
7 REPLIES 7
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Phone line STILL NOT WORKING!

Hi there,
I've taken a look over the fault and unfortunately a specialist engineer is needed to help resolve the issue. We've been given a timescale of the 17th June for this to happen and will check back after this to see how the fault is going on.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Townman
Superuser
Superuser
Posts: 20,090
Thanks: 8,196
Fixes: 103
Registered: ‎22-08-2007

Re: Phone line STILL NOT WORKING!

Chris,
"Timescale" does not convey a definite appointment or commitment.  Surely such an activity requires access to the property and thus an appointment with the subscriber.  Just to manage expectations... Is the date of the 17th from BT a date to deliver a fix, or is it a date for a date for a fix?
I am aware elsewhere that BTOR are incapable of providing ISPs with dates for doing specialist works, the best they can do is offer dates for providing a date and in my case (not looking for a chase) the date for a date has slipped one week.  Mine is an install which I expected to be problematic.
This is a dead service, so one hopes that BT have actually provided an appointment?
Kevin

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.

kemik
Dabbler
Posts: 13
Registered: ‎14-08-2013

Re: Phone line STILL NOT WORKING!

....still no working telephone!
Lost count of the times Plusnet have blamed BT and BT have blamed Plusnet. Lost count of the lies from Plusnet people claiming to be working on this and/or meant to be calling me when they don't. I'm a customer of Plusnet I don't care who's problem BT/Plusnet or what goes on in the finger pointing background all I want is my telephone line working again - too much to ask for??????!!!???
I've got spray paint on my drive saying BT in big letters where someone was meant to dig a hole 2 weeks ago.....3 or 4 BT engineers have come and gone having expected a hole to be dug and nothing has progressed....its gone well beyond a joke.

In 3 days time it will be a whole month with no telephone line!!!!!
BRABUS
Grafter
Posts: 660
Registered: ‎12-01-2010

Re: Phone line STILL NOT WORKING!

Good luck with this, I have a feeling the BT Openreach are messing Plus Net around again.  Check out my thread about a new line install and BTOR cancelling the install and not telling anyone.
My advice is to ask for a copy of all communications between Plus Net and BTOR.  This will show you who is telling lies.  Oh and yes you are entitled to ask for this as it relates to you.  There may be a small admin charge that Plus Net can charge for providing it but ask for it.  I know we are going to.
plusnettony
Plusnet Staff
Plusnet Staff
Posts: 2,188
Thanks: 48
Fixes: 18
Registered: ‎24-07-2014

Re: Phone line STILL NOT WORKING!

I'm sorry to see continued delays. I've checked the (long) notes from Openreach, and it appears the delays are caused by dig work. Sometimes, due to permission etc this can take a long time to sort.
We are continuing to chase for you though, and we will advise as we get more details.
@BRABUS Whilst this is a possibility, we'd rather spend our time in trying to get the fault resolved.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
BRABUS
Grafter
Posts: 660
Registered: ‎12-01-2010

Re: Phone line STILL NOT WORKING!

Plusnettony, I would agree that it is important to get the fault fixed but then once it is sorted I would say that it is important to get the information I suggested.
This way it will obviously show who is telling lies and also hopefully it is BTOR and customers faith in PN is restored Wink
BRABUS
Grafter
Posts: 660
Registered: ‎12-01-2010

Re: Phone line STILL NOT WORKING!

Kemik please have a read of this thread and you will see why I say ask for the entire correspondence between P. And BTOR and yourself.  it will show that SOME Plus Net staff clearly don't listen to you and maybe just throwing any old answers at things to meet their Service Level Agreements.  Now that would be shocking wouldn't it LOL

http://community.plus.net/forum/index.php/topic,140926.0.html
Enjoy the read.