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Service Level Agreement and what happens if there is a fault.

ReedRichards
Seasoned Pro
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Registered: ‎14-07-2009

Service Level Agreement and what happens if there is a fault.

I am considering moving to Plusnet for my telephone service but I am struggling to track down Plusnet's Service level Agreement dealing with telephony.  My existing telephone provider is BT and they have an option to transfer incoming calls to a mobile phone in the event of a line fault.  This has proven very useful in the past and I would need something similar from any alternate telephone provider.  Do Plusnet offer this service? 
10 REPLIES 10
jelv
Seasoned Hero
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Registered: ‎10-04-2007

Re: Service Level Agreement and what happens if there is a fault.

Call diversion is available from Plusnet - but chargeable. That's why my phone is still with BT.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
BenTrimble
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,106
Registered: ‎06-02-2008

Re: Service Level Agreement and what happens if there is a fault.

We don't have SLAs, we have our Ts & Cs which are available here: http://www.plus.net/info2/legal/index.html
James
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Registered: ‎04-04-2007

Re: Service Level Agreement and what happens if there is a fault.

Our SLA (that we have with Openreach) when reporting phone faults to Openreach is to get a response to our fault by the end of the next working day plus one.
It is the end of the next working day for business customers.
As Ben has said, we do not offer an SLA to our customers.
jelv
Seasoned Hero
Posts: 26,786
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Registered: ‎10-04-2007

Re: Service Level Agreement and what happens if there is a fault.

You'll note that James has commented on how quickly OpenReach have to respond but no comment whatsoever about how quickly Plusnet will report the fault to OpenReach in the first place.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
ReedRichards
Seasoned Pro
Posts: 4,927
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Registered: ‎14-07-2009

Re: Service Level Agreement and what happens if there is a fault.

Ben & James, thank you for your replies but you missed my point.  I want to know if and how I can get calls through in the event that my phone line is out of order.  If there is a charge for diverting calls to a mobile phone then I want to know what it would be.  This must be stated somewhere.  For that matter, what happens if Openreach respond within the terms of your SLA but don't mange to fix the fault at the first attempt?   
James
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Registered: ‎04-04-2007

Re: Service Level Agreement and what happens if there is a fault.

Hi RR,
I didn't reply on that point because John had already answered.
We will allow you to divert calls, but we do still charge for the cost of these. This is the cost of what a customer would normally pay to call the number that the calls are being diverted to.
Openreach don't offer us an SLA on the resolution of a fault but only on how quickly they will respond.
ReedRichards
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Posts: 4,927
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Registered: ‎14-07-2009

Re: Service Level Agreement and what happens if there is a fault.

Thanks, James.  So if calls were diverted to my mobile telephone I would pay for calls at the cost of calling my mobile telephone from my landline?  How easy is it to switch the destination number?
My secondary question, to which I don't expect a response from Plusnet staff:  if Openreach don't offer an SLA on the resolution of a fault, aren't they exploiting their monopoly? 
James
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Registered: ‎04-04-2007

Re: Service Level Agreement and what happens if there is a fault.

Switching the divert is pretty straight forward.  I think the order normally completes in a couple of hours.
jelv
Seasoned Hero
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Registered: ‎10-04-2007

Re: Service Level Agreement and what happens if there is a fault.

I believe you will also have to pay for the call diversion feature which is £2.50 per month in order for the diversion to be set up - or does Plusnet waive the cost of this when there is a fault?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
James
Grafter
Posts: 21,036
Thanks: 2
Registered: ‎04-04-2007

Re: Service Level Agreement and what happens if there is a fault.

It's done as part of the fault.  We don't charge for it to be set up.