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Why don't Plusnet prioritise fault reports based on the reported problem

Community Veteran
Posts: 38,439
Thanks: 1,016
Fixes: 61
Registered: 15-06-2007

Why don't Plusnet prioritise fault reports based on the reported problem

To explain

At present all fault reports go into the same pool in date order with no priority given and a minimum of 72 hours before anything is done apparently

Let us consider the various types of problem (this is a bit broad brush)

Top Priority Faults where the customer has no internet

Fault where there is complete loss of sync to the cab or exchange (priority 1 to get it reported to BT Openreach)

Fault where there is sync to the cab or exchange but failure to authenticate (no PPP session) (priority 2 to see if it is a Plusnet problem or needs BTw or BT Openreach)

Slightly lower Priority Faults where there is some internet access

Intermittent loss of connection (priority 3 as it is likely to need BT Openreach assuming the tests show a problem)

Speed and latency problems where the investigation is liable to be rather long winded

 

4 REPLIES
rongtw
Seasoned Hero
Posts: 6,543
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Registered: 01-12-2010

Re: Why don't Plusnet prioritise fault reports based on the reported problem

That would be common sense, but this is Plusnet 😳
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Community Veteran
Posts: 4,979
Thanks: 376
Fixes: 16
Registered: 10-06-2010

Re: Why don't Plusnet prioritise fault reports based on the reported problem

Perhaps it's because to prioritise the fault, they would have to look at the fault, and while they're initially looking at it, they might as well deal with it, which is probably going to involve running a line test and the next step would depend on the result from the line test.

jaykayel
Newbie
Posts: 1
Registered: 18-09-2016

Re: Why don't Plusnet prioritise fault reports based on the reported problem

Fault where there is complete loss of sync to the cab or exchange (priority 1 to get it reported to BT Openreach)

When I was working for Plusnet, no sync faults were usually deal with on the day of reporting. We would have booked the engineer over the phone then and there.
stoswald
Grafter
Posts: 249
Thanks: 6
Registered: 14-03-2014

Re: Why don't Plusnet prioritise fault reports based on the reported problem

I raised a ticket yesterday got a response from the system saying the average waiting time for a response was 8.4 hrs - I nearly wet myself laughing Grin