Protracted service failure
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Protracted service failure
31-03-2013 8:19 PM
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When I have not heard anything by mid morning Saturday, I contacted PN only to be told that nothing be done until Tuesday at the earliest, as there is no BT support at week-ends and bank holidays, as per the SLA that PN agreed with BT.
Does anyone know whether that is true and also whether loosing a PN telephone line for at least 11 days is normal PN practice?
Re: Protracted service failure
31-03-2013 10:07 PM
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That does sound excessive. Openreach would have been working Saturday for normal faults, but it would have depended on where your fault was on their list for your area. Unfortunately the PN faults team wouldn't be back in until Tuesday to chase Openretch.
Re: Protracted service failure
31-03-2013 10:17 PM
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I would assume that it would be per month and that it is an ex VAT price
Re: Protracted service failure
31-03-2013 11:02 PM
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Are the wholesale prices in that other link from a post the other day?
Re: Protracted service failure
31-03-2013 11:04 PM
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Re: Protracted service failure
31-03-2013 11:30 PM
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There is definitely a level 1, a lot of us were on level 2 and now we're all on level 1. Have a look through your Closed Service Notices circa 22Mar2012 and closed Questions about 12 days later circa 3Apr2012!
Re: Protracted service failure
01-04-2013 12:18 AM
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Thanks for the information. The minimum level 2 SLA states that "Fault clear by end of next working day", which sounds pretty reasonable to me.
Is this the SLA that that BT gives to Plusnet? I would expect PN to add a small margin to the SLA they receive and pass that on to their retail customers in their SLA. This does not seem to happen as it was implied to me that PN will not even contact BT before 72 hours have passed. This dead period of 72 hours seem to be then reset every time there is a new communication from BT. With this arrangement it does not take long before a fortnight or more passes without much happening to restore an essential lost service.
Re: Protracted service failure
01-04-2013 10:57 AM
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Re: Protracted service failure
01-04-2013 11:44 AM
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I was also told that there is no prioritisation of problems; all problem reports are progressed in strict chronolgical order of arrival at PN, irrespective as to whether it Is a first report of some niggle or the 5th re-report of total loss of service. This is a very inefficient and unsatisfactory way to manage problems.
Do you or anyone has a copy of the BT SLA for Plusnet? Is there any incentive for BT to resolve problems within a given period of time or to pay any attention to escalation by PN?
Re: Protracted service failure
02-04-2013 10:59 AM
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Re: Protracted service failure
02-04-2013 2:52 PM
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From experience it's likely that we won't see an update until the 4th. I've just checked and one hasn't been given yet. Let me know if you have any issues beyond the 4th. Sorry there's not much I can do in the meantime.
Re: Protracted service failure
05-04-2013 11:22 AM
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During the period that the line has been down I was told that there is no escalation procedure, that we were at level 2, then level 3 and finally that the problem has not been escalated as it did not meet escalation criteria, even though at that time the has been down for two weeks. I am still waiting for a response to my question as to what is the criteria for escalation within PN and BT. Does anybody here knows?
Re: Protracted service failure
05-04-2013 12:25 PM
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At our end, you can ask for a Team Leader to call you back however in this situation, there isn't really much value in doing so as the advisors will have far more experience of dealing with phone faults than the Team Leaders will have.
Within BT it's SMC -> Escalations Team -> Escalations Management -> Level 3 escalations -> Level 3 escalations Manager -> General Manager
Our SLA on Repair is clear by end of next working day plus one.
The criteria for escalations for repair within Openreach:
Repair escalation criteria
1. Fault out of SLA and ERT - No update received or require urgent fault resolution
o Where a fault is out of SLA and has passed its ERT, and there is no up to date relevant note on the Fault Tracker,
A valid escalation is NOT:
o A query about a protracted lead time on an initial appointment
o When MBORC applies
2. Openreach missed a booked appointment
o Where we have missed an appointment we’ll try to book another appointment with the end user. If we’re unable to contact the end user, we’ll book the next available appointment and let you know. If the end user is not happy with the new appointment and the appointment is not by the end of the next working day
A valid escalation is NOT:
o When MBORC applies
3. Protracted repair
o Where a fault is outstanding due to scheduled engineering work, and is beyond its estimated completion date, for example second stage repair or ASG involvement.
4. Multiple repeat faults
o When the same fault has been reported multiple times, i.e. following the closure of 2 fault reports a further fault is raised within a 28 day period (for example 3 faults have been raised within 28 days). This is applicable to FTTC1 reports and not FTTC3.
5. Service affecting hazard
o If a CP believes an end user’s property has been left in an unsatisfactory condition following fault resolution, and the fault is still open.
I'll see if I can find out what has been done about your fault.
Re: Protracted service failure
05-04-2013 12:32 PM
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The line is now testing as
Quote Test Result: Fail - Fault located between DP and customer apparatus (no appointment required)
Description: FAULT - Dis In Network
Which shows that it is believed that the fault lies between you and the distribution point (pole or cabinet, but more likely to be pole).
It looks from the tracker as though this may have been assigned to an engineer. Give us a shout later on and I can check again for you.
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