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Total line failure - no customer service response after ~48 hours

overexposure
Newbie
Posts: 3
Registered: ‎12-01-2013

Total line failure - no customer service response after ~48 hours

Hi...
my line has been down for at least five days, reported ~48 hours ago via support ticket. No telephone or broadband. Suspect BT line fault.
Is there any way to escalate or flag a support ticket?  Question #89881662
I have no way of knowing if customer services has even got to my report of the fault in the list.
Should I just contact BT/Openreach instead?
Please advise.
R
6 REPLIES 6
AndyH
Grafter
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: Total line failure - no customer service response after ~48 hours

Has the ticket been picked up by Plusnet? Just to make double sure, is your line with Plusnet?
I think Openreach have a 96 hour fault fix window for WLR, but this is from the point Plusnet raise the line fault.
I raised a fault on my line last week with BT and an engineer was out the next day.
Townman
Superuser
Superuser
Posts: 22,923
Thanks: 9,541
Fixes: 158
Registered: ‎22-08-2007

Re: Total line failure - no customer service response after ~48 hours

Hi overexposure,
No one can report a line fault direct to Openreach, it must be reported via your phone line provider.  If the line is provided by BT Retail then you ca report it via "BT".  If is provided by PlusNET, then you have already reported it via the correct route.
It would help the forum support staff if you could post the ticket number here.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Anotherone
Champion
Posts: 19,107
Thanks: 457
Fixes: 21
Registered: ‎31-08-2007

Re: Total line failure - no customer service response after ~48 hours

Err, Kev, it's in the OP  Wink
Townman
Superuser
Superuser
Posts: 22,923
Thanks: 9,541
Fixes: 158
Registered: ‎22-08-2007

Re: Total line failure - no customer service response after ~48 hours

Errrr OK so I'm still half asleep!  Embarrassed
Kevin

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Anotherone
Champion
Posts: 19,107
Thanks: 457
Fixes: 21
Registered: ‎31-08-2007

Re: Total line failure - no customer service response after ~48 hours

Yes Kevin, too much beer Wink  I was too lazy to type the rest
Acassim
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,075
Registered: ‎11-06-2007

Re: Total line failure - no customer service response after ~48 hours

Hi overexposure,
I'm sorry to hear that you've had an issue with both the service as well as the response time on your support ticket so please accept my apologies for this. I have taken a look into your account and can see that this was raised and tested and then updated as of this morning to reflect the outcome and estimated fix date of the fault.
If there is anything more that you need then please don't hesitate to ask either here or on your support ticket and we'll be sure to provide you with an update.