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Would PN please consider something like this in the future ??

TORPC
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Would PN please consider something like this in the future ??

It is relation to Engineers appointments to which the end user has full interaction with
See http://help2.talktalk.co.uk/guided-assist/engineer-appointment
where one can check that status of the Engineers appointment in their Account


& Announcments on the website itself
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Community Veteran
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Re: Would PN please consider something like this in the future ??

TORPC
Grafter
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Registered: 08-12-2013

Re: Would PN please consider something like this in the future ??

Not all customers will know about Usertools like us seasoned members do
& they would not necessarily search for usertools or Archive to lookup the latest information
Then again, why should they have to search, in the 1st instance
Iv'e not long come from a client that refuses point blank to have a landline when the did they had no end of telemarketers calling @ all hours & despite advising them to have a spare one for testing & they have mobiles but not free to call the 0800 number etc to find out that a MSO or similar is affecting them, prior to making calls that cost to support, for what could be affecting most as opposed to one single connection,
Thankfully it was their ageing router that had gone faulty in this instance & they are now back up & running
& they are not alone when not wanting to use a landline
Community Veteran
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Re: Would PN please consider something like this in the future ??

TORPC
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Re: Would PN please consider something like this in the future ??

You seem to be missing the point entirely
Us seasoned customers of PN know where to look
New customers DO NOT know where to look as not everything is as transparent & easy to find / locate as it should be
Example: The Service Status Message Line (0800 917 6714), has been reported as being only on one page found to date (apart from the recent visibility being made within the forum thread(s) / post(s))
If the likes of a MSO that we have encountered 3 times in recent Month(s) is shown as an Announcement banner on the website aswell as all the other avenue(s), then that would help & most likely reduce, inbound calls to support & the CR, plus can help the call times to start getting back down to a normal a timeframe as is possible.
Community Veteran
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Re: Would PN please consider something like this in the future ??

A question
Given that the first stage of an engineer callout with Talk Talk is a Talk Talk Engineer not a BT Openreach one could the opening screen shots be in reference to a Talk Talk Engineer
TORPC
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Registered: 08-12-2013

Re: Would PN please consider something like this in the future ??

It looks like that will depend on what they find after completeing checks Wink


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Re: Would PN please consider something like this in the future ??

Quote from: TORPC
You seem to be missing the point entirely
Us seasoned customers of PN know where to look
New customers DO NOT know where to look as not everything is as transparent & easy to find / locate as it should be

New customers will know the delays because the engineer appointments will be booked up further in advance than usual.
I think most people with common sense will realise that severe weather leads to utility repair delays.
TORPC
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Re: Would PN please consider something like this in the future ??

Andy you have completely missed my point, as such i'll now leave this for PN's input
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Re: Would PN please consider something like this in the future ??

not sure what your point is.. there are reasonably accessible pages to indicate MBORC delays etc.
as Jim pointed out it could be a TT engineer and if it's not then we all know BT OR engineers are a law unto themselves so could be utterly pointless...
also if PN allow you to directly book engineers without going through all the fault checks with them you're more likely to be liable for the engineers fee if no fault fount.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Cruise85
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Posts: 105
Registered: 05-08-2014

Re: Would PN please consider something like this in the future ??

Hi All
In regards to the appointment booking online, as practical as this seems, and easy to use, I honestly don't believe that this would be the best option.
From my experience in tech support, you actually find that most customers who call in automatically expect an engineers visit to fix any issue that they may have. In support we obviously diagnose the problems to ensure that anything that isn't an actual Openreach fault can be resolved.
However, if we were to give customers the ability to book engineers themselves, there is no way in which we could filter these out. This would then lead to more engineers being booked, leading to delayed appointments for those in need of an engineer.
The issue regards to the charges for an engineer may also cause a major issue, as currently we state that if the issue is found to be with your own equipment, then you may be liable for a charge of £99. Now as a member of the customer relations team, I can already predict the number of complaint we would receive in regards to these charges because the tests were not completed for example.
As such, as practical as it may seem, the repercussions of having such an option could be problematic
Regards
Matt
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Re: Would PN please consider something like this in the future ??

Some faults though are quite clear cut - particularly those not at an end user's property.
BT Retail's fault system shows the following:

I imagine Plusnet have access to the same fault tools which can detect which part of the network a fault lies.
Obviously if the fault is showing at an end user's property, then they can be warned that the fault might be chargeable.
SharonBrown
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Re: Would PN please consider something like this in the future ??

Smiley  Hi AndyH
Many thanks for your feedback and for bringing that to my attention.  I confess it's the first time I've seen it so I have passed that on to my team leader to make sure that it is brought to the attention of the right people.
Warm regards
Sharon
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Re: Would PN please consider something like this in the future ??

@ Matt Cruise
Surely the on-line booking of an engineer appointment would only be practical after the initial diagnostics had failed to find a definite fault, so engineer is the only option to progress the user's issue, or indeed when a definite fault has been found that requires site attendance by an engineer.
An on-line appointment should only be offered at that stage in the diagnostics process where there is no other option other than cancelling the fault.
Community Veteran
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Re: Would PN please consider something like this in the future ??

What might work is if at the point of Plusnet asking for availability times for an engineer's appointment the user was given access to book a single appointment.
jelv (a.k.a Spoon Whittler)
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