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Question for PN support regarding Home Phone Faults

Dan_the_Van
Aspiring Champion
Posts: 1,122
Thanks: 322
Fixes: 27
Registered: ‎25-06-2007

Question for PN support regarding Home Phone Faults

If a fault is raised a second time on a phone line for the same problem and a reference is made to a previous fault, do you:-
Read the previous fault and check to see what the resolution was
or
Ignore what was done before and treat as a new fault
The feeling I got when I spoke to the help desk was "Ignore what was done before and treat as a new fault" See ticket 26176561
What tests do BT do on the line?
Come on PN support, how about a reply to this !
5 REPLIES 5
Mark
Grafter
Posts: 1,852
Registered: ‎04-04-2007

Re: Question for PN support regarding Home Phone Faults

Hi Dan.
Sorry that we havent answered this one yet Sad
I wont pretend to be an expert on pstn faults but whilst we may not ignore previous faults BT's, fault reporting systems will as the previous fault will have been closed and the process will start from scratch.
Once we get to the point of actually talking to BT we may find it relevant refering to the previous fault and that may influence Openreach's approach.
I'll ask one of our faults gurus for more detail tomorrow.

Dan_the_Van
Aspiring Champion
Posts: 1,122
Thanks: 322
Fixes: 27
Registered: ‎25-06-2007

Re: Question for PN support regarding Home Phone Faults

Quote
I'll ask one of our faults gurus for more detail tomorrow.

Tomorrow never came.
Must say I'm very disappointed no one replied to this, I even asked someone on the phone help desk
Quote
What tests do BT do on the line?

he couldn't answer either. Sad
Got my answer from a BT engineer in the end.
Mark
Grafter
Posts: 1,852
Registered: ‎04-04-2007

Re: Question for PN support regarding Home Phone Faults

Hi there.
I understood that one of our faults guys had a chat with you on the phone. Did that not occur?
Dan_the_Van
Aspiring Champion
Posts: 1,122
Thanks: 322
Fixes: 27
Registered: ‎25-06-2007

Re: Question for PN support regarding Home Phone Faults

Mark,
The only people from PN  who have spoken to me where the support staff dealing with the fault.
Dan
Anotherone
Champion
Posts: 19,107
Thanks: 455
Fixes: 21
Registered: ‎31-08-2007

Re: Question for PN support regarding Home Phone Faults

BT do keep a fault history. I've always found that if it is a similar or repeat issue in particular, to tell the fault desk and whoever speaks to BT to look at the history. A lot of the time they (BT) are too s*dding lazy to do so.