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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
Community Veteran
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.
Superuser
Superuser
Posts: 11,257
Thanks: 2,684
Fixes: 22
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.
Community Veteran
Posts: 19,100
Thanks: 437
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
Superuser
Superuser
Posts: 11,257
Thanks: 2,684
Fixes: 22
Registered: 22-08-2007

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

Community Veteran
Posts: 19,100
Thanks: 437
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
Grafter
Posts: 1,075
Thanks: 1
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.