Update on open ticket
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Update on open ticket
05-07-2016 9:36 AM
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Ticket number 128524438
Issue raised Wednesday 29th June, BT attended Saturday 2nd July and advised break in outside line and another engineer would attend to fix but no time or day given
Monday 4th July PN Help Assistant says 'Question [ 128524438 ] is now off hold. Our Support Team will provide a further update soon.'
Tuesday 5th July - I have had no update and still have no phone line. Live Chat is not available to me and I obviously cannot call.
Please fix my phone line or at least inform me of progress
This is not the service I expect from PlusNet!
Re: Update on open ticket
05-07-2016 9:50 AM - edited 05-07-2016 9:53 AM
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I'm just looking into this for you.
[edit]
Unfortunately it looks like dig work is needed to gain access to the faulty cables. This has to be approved by your local council and the highway agency so we don't have a date for this yet.
Re: Update on open ticket
05-07-2016 11:35 AM
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So I have no phone at all?? Herefordshire council are amazingly slow with this sort of thing. Is there any alternative through the router maybe?
Re: Update on open ticket
09-07-2016 5:15 PM
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Please respond, this really isn't good enough
Re: Update on open ticket
10-07-2016 2:09 PM - edited 11-07-2016 8:06 AM
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Hello there, sorry to hear that your fault is still not resolved. I'm not in the office at the moment, however if underground work is required and needs approval from your council, it sounds like an A55 would have been submitted requesting permission. This process can take 5 working days. I'll check on your account first thing tomorrow morning to provide a clearer update.
[Edit]
@gillypep It's as a I thought. The A55 was submitted on the 2nd, so the 5 working day time frame has surpassed and we're to expect an update from Openreach over the next couple of days. Our faults team will update you with more information once we receive an update. I'm sorry for the length of time your fault is going on for.
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Re: Update on open ticket
11-07-2016 8:58 AM
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I will ask again: I have had no phone since 29th June; is there an alternative I can use temporarily?
Re: Update on open ticket
11-07-2016 2:45 PM
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@gillypep wrote:
I will ask again: I have had no phone since 29th June; is there an alternative I can use temporarily?
I'm sorry that your question was missed. We can add a temporary call divert to your line. However, if the calls are diverted to a mobile phone, these would be charged as mobile calls, though.
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Re: Update on open ticket
12-07-2016 10:37 AM
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If you still have usable broadband ,you could set up a VOIP account?
Re: Update on open ticket
12-07-2016 10:50 AM
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Thank you, that's much more helpful
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