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Staffing over Christmas? No Phone Service

keith4x4
Grafter
Posts: 78
Registered: ‎07-07-2011

Staffing over Christmas? No Phone Service

Is there anybody working over the Christmas period
M phone service is down
I have no dial tone
I have tried another phone
I have tried the test socket....no joy
I have rung up a huge mobile bill waiting for an agent ... gave up
I have logged a fault .... Not that I expect it to be responded to within 72 hours (based on previous faults logged and still on going for 6 months)
Question How soon can I realistically expect any response (and I don’t mean just an acknowledgement)
10 REPLIES 10
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
Fixes: 63
Registered: ‎15-06-2007

Re: Staffing over Christmas? No Phone Service

According to this http://www.plus.net/supportpages.html?a=212 you shouldn't need to wait very long at present
Kelly
Hero
Posts: 5,496
Thanks: 375
Fixes: 9
Registered: ‎04-04-2007

Re: Staffing over Christmas? No Phone Service

Queues are fine atm.  Was a bit of a spike about 40min ago though.
Kelly Dorset
Ex-Broadband Service Manager
keith4x4
Grafter
Posts: 78
Registered: ‎07-07-2011

Re: Staffing over Christmas? No Phone Service

Oldjim
http://www.plus.net/supportpages.html?a=212 has been averaging 2 m 42 secs for over 3 hours but I gave up after 18 minutes and I have the mobile bill to prove it.
I think  http://www.plus.net/supportpages.html?a=212 reports slightly erroneous results.
I eventually got though to a very nice Guy called Ryan
Unfortunatly I was cut off before I could establish when I may expect any help.
Kelly
Hero
Posts: 5,496
Thanks: 375
Fixes: 9
Registered: ‎04-04-2007

Re: Staffing over Christmas? No Phone Service

If you are calling on a mobile use the 0345 140 0200 number.  It should be included on package deals.
Kelly Dorset
Ex-Broadband Service Manager
keith4x4
Grafter
Posts: 78
Registered: ‎07-07-2011

Re: Staffing over Christmas? No Phone Service

If it was on my package deal then I would not have rung up a bill would I.
I would have expected that logging a fault via the portal would be enough to get it looked at but sadly no. I would rather not imagine how long that would have sat there until it was looked at.
keith4x4
Grafter
Posts: 78
Registered: ‎07-07-2011

Re: Staffing over Christmas? No Phone Service

Latest Update
[mremoved] - BOT - DSL Logged Faults
11:51am, Tuesday 27 Dec 2011Dear Mr Snell,
Thank you for your patience.
At this time, the case is still waiting to be assigned to an engineer.
Their current estimated repair time is still 29/12/2011 at 5pm, but we will continue to check for progress and keep you updated
.
Sounds like I may have a phone for the New Year (I will not hold my breath)
I only hope they do not knockout the broadband as well
dick:csa
orbrey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Staffing over Christmas? No Phone Service

Hi there,
The fault is now showing as cleared after a jumpering fault was fixed in the exchange - is the line now working? (Yes, that's since the update to your ticket just before lunch Smiley )
keith4x4
Grafter
Posts: 78
Registered: ‎07-07-2011

Re: Staffing over Christmas? No Phone Service

Matt
What a shame that the ticket "Question #50231871"
Has still not be updated to say its fixed.
Perhaps you are referring to Question #46244077 which is the ongoing broadband saga?
Wouldn’t it have been nice for the correct ticket to have been updated and a courtesy call to let me know?
At least its been fixed now.
orbrey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Staffing over Christmas? No Phone Service

Hi Keith4x4,
Sorry about that. I'll pick the ticket up now and address your queries, and will make sure to feed back on the previous agent's response for you. If you check the ticket shortly there should be some answers for you.
keith4x4
Grafter
Posts: 78
Registered: ‎07-07-2011

Re: Staffing over Christmas? No Phone Service

Matt
Many thanks for the answers on the ticket.
"Good communication works wonders"
Many thanks
Keith