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

overexposure · ‎12-01-2013

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

AndyH · ‎27-10-2012

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 · ‎22-08-2007

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.~~

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

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Anotherone · ‎31-08-2007

Err, Kev, it's in the OP

Townman · ‎22-08-2007

Errrr OK so I'm still half asleep!

Kevin

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Anotherone · ‎31-08-2007

Yes Kevin, too much beer

I was too lazy to type the rest

Acassim · ‎11-06-2007

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.