Plusnet in the press...

[#1]

I'm sure (or at least hope!) there's more to this, but anyone from PN care to help?

http://www.thecomet.net/news/hitchin_pensioner_left_without_24_hour_lifeline_after_broadband_goes_do...

[#2]

does not make good reading

[#3]

Anyone of us could loose our phone for whatever reason during a time when you need an emergency service.

[#4]

We are not talking about a few hours or even days. The service has been unavailable from 18th March and was still not restored at 30th March. I doubt that anyone would find that acceptable.  It is especially unacceptable when ones life could depend on it.

[#5]

The issue is being dealt with by our HLE team and is in hand with them.

[#6]

HLE?

[#7]

High Level Escalation Team which usually means that Openreach are dragging their heels - often due to needing permission to excavate or similar

[#8]

Were the HLE team involved before or after it appeared in the press and the associated publicity?

[#9]

It will make little difference that the press is involved.

The problem with big companies (and councils) is they are basically run by accountants.

So customer complaints fall on deaf ears. Only the plus or minus figures in spreadsheets matter.

[#10]

there is also the issue that a home customer will unlikely be paying for a product that gives an SLA that is compatible with the lifeline product that is connected to the phoneline.