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BT ordered to repair most faults 'within two days' IN YOUR DERAMS

morvi123
Newbie
Posts: 9
Registered: 08-07-2014

BT ordered to repair most faults 'within two days' IN YOUR DERAMS

Grin Grin Grin
BT ordered to repair most faults 'within two days'
"Under the new rules, BT must complete around 80% of fault repairs within one to two working days of being notifie"
Grin Grin Grin
The last engineer manage to let me without phone line and now they make me wait 11 days to try again.
Monkey engineers.
Angry Angry Angry
11 REPLIES
TORPC
Grafter
Posts: 5,163
Registered: 08-12-2013

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

However, they do not charge peanuts though Cheesy
TDM66
Dabbler
Posts: 13
Registered: 23-06-2014

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

Ah, but is it BTW and/or BTO, making you wait 11 days or Plusnet's system with dealing with faults and the aforementioned companies?
In my recent experience it seems to be the latter.
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

Community Veteran
Posts: 1,990
Thanks: 5
Registered: 11-12-2013

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

that is actually a very weak SLA.
It wouldnt surprise me if they already very close to that 80%.
Notice how there is no target for the other 20%? and for SLA's 80% is a low number.
morvi123
Newbie
Posts: 9
Registered: 08-07-2014

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

BTW and/or BTO > is not really my problem
For me is BT AND Plusnet
So basically they have hijacked my phone line I cannot look for an alternative or i risk to be disconnected for a much longer period and cannot leave for holidays until this is sorted.
SLA or not SLA if someone broke somersetting - like in my case - and lose te the information - the MUST -try to correct ASAP and 12 days is not ASAP.
Plusnet Help Team
Plusnet Help Team
Posts: 13,491
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

morvi123,
Sorry to hear about your issue in particular.
I will be making sure feedback regarding this is passed on. I'll also see if there's anything I can do to add some urgency to getting this resolved.
EDIT: I've made sure this is being picked up by an experienced provisioning agent via a manager right now.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
morvi123
Newbie
Posts: 9
Registered: 08-07-2014

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

Thank you Adam for your reply.
Just an update this morning I got an message from web support again totally confused about what is or will be my phone number - I am not surprised Open Reach did not manage last time .
I will copy here my reply to the post they send related to the WRONG number (number 0208 XXXXXXX on all of our systems)
And have already beg and cried and apparently nothing can be done about the 12 days wait.
====
Well you see - here is where you have is all wrong!!!!
I have already these 3 numbers from you
0208 XXXXXXX << This one I was told by support will be the NEXT one to be used (AND IS SHOWING IN MY ACCOUNT)
0208 XXXXXXX << the new number that work after the first OR engineer and stop working after the second one AS I HAVE ALREADY REPORTED
0208 XXXXXXX << the old that should be the one to use as per you order
SO AGAIN YOU DO NOT HAVE A CLUE WHAT YOU ARE TALKING ABOUT -
I am not surprised Open Reach did not succeed connecting me as you have a real mess with my numbers
PLEASE SORT THIS And be sure what should be my phone number
====
[Moderator's note by Adie (dvorak) removed phone numbers as it's a public forum
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

You may wish to edit your post and redact some of the numbers...
Plusnet Help Team
Plusnet Help Team
Posts: 13,491
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

@morvi123
Thanks, we're aware of the details of the issue and I'm really sorry this has happened.
This is being worked on now as a matter of urgency to get this corrected .
as pwatson says I'd get those numbers removed please as we don't need them and they are in a public forum, such numbers are re-allocated to other customers in the long run.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
morvi123
Newbie
Posts: 9
Registered: 08-07-2014

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

Yes thanks to Adam we are getting somewhere!
I may get my line back working in 2-3 days and eve maybe some internet!!!
Many thanks Adam.
Plusnet Help Team
Plusnet Help Team
Posts: 13,491
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: BT ordered to repair most faults 'within two days' IN YOUR DERAMS

Thanks very much for confirming that and thanks for taking my call again.
Glad to see everything is back on track for your fibre install on the 28th.
All that remains is for me to pass on some feedback on our side about the original issue.
Thanks a LOT for your patience whilst we've sorted this out.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team