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Lack of service status updates - BROADBAND PHONE

jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Lack of service status updates - BROADBAND PHONE

Why, when a service has been borked for 24 hours is there still no service status announcement? Angry
Service status is saying it has been up for 79 days!
jim:green Title changed to clarify the post mod:end
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)
6 REPLIES 6
pwatson
Rising Star
Posts: 2,470
Thanks: 8
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Registered: ‎26-11-2012

Re: Lack of service status updates

Having seen the thread about VOIP credit problems I know what you're talking about here but perhaps, for the benefit of others, it would have been useful to mention which service was borked despite saying it's been OK for 79 days?  Wink
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
Fixes: 63
Registered: ‎15-06-2007

Re: Lack of service status updates - BROADBAND PHONE

I did it
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Lack of service status updates - BROADBAND PHONE

Simply because nobody had told me/my team it was broken until we saw the forum thread today. There's now a service status.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
fejoas
Newbie
Posts: 6
Registered: ‎16-02-2013

Re: Lack of service status updates - BROADBAND PHONE

Whats frustrating is that obviously the customer has logged a call (ie a fault exists).
Why is this information not automatically passed on so that Chris and his team know of the problem?Huh
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Lack of service status updates - BROADBAND PHONE

If one of my team was contacted every time someone reported a problem with VoIP or another service not working then we'd probably not have time to do much else due to the nature of these things. What the CSC have done is create a ticket to the VoIP specialist team, and they simply haven't picked it up yet.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
fejoas
Newbie
Posts: 6
Registered: ‎16-02-2013

Re: Lack of service status updates - BROADBAND PHONE

Whatever the internal systems you have in place are, it still means that even 24 hours after a call has been placed there is no service status announcement to advise there is even a problem - which is just downright frustrating.