cancel
Showing results for 
Search instead for 
Did you mean: 

telephone wire broken

sjptd
Grafter
Posts: 467
Registered: 01-09-2014

telephone wire broken

Our telephone cable was broken by tree work a couple of doors down the other day.  Plusnet answered  my phone call (mobile, 0800 free on GiffGaff) reasonably quickly and got right on to Openreach.  (I was a bit amused your service guy had to check our line when it was lying all over next door's front garden, but I can see the point.)  Openreach came the next day and very helpful people did a very competent fix.  So feedback there excellent, thankyou Plusnet and Openreach.
I went to close my ticket (with a thankyou).  Two problems. 
(A) A huge runaround the web site to find where my tickets were.  And
(B) The ticket had been closed; it looked as if it was closed as soon as they had contacted Openreach.  Surely the ticket should stay open until the customer has confirmed that this issue is resolved?
8 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: telephone wire broken

The first one is easy - once you know where to look
Help and Support
View your questions - out of sight on my browser once Jess hogs a load of space - down near the bottom
Plusnet Help Team
Plusnet Help Team
Posts: 13,260
Thanks: 198
Fixes: 62
Registered: 27-04-2007

Re: telephone wire broken

Thanks for the positive feedback and cheers to Jim for pointing you in the right direction.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Gel
Seasoned Pro
Posts: 1,514
Thanks: 154
Fixes: 12
Registered: 02-08-2007

Re: telephone wire broken

Quote from: sjptd
Our telephone cable was broken by tree work a couple of doors down the other day.  Plusnet answered  my phone call (mobile, 0800 free on GiffGaff) reasonably quickly and got right on to Openreach.  (I was a bit amused your service guy had to check our line when it was lying all over next door's front garden, but I can see the point.)  Openreach came the next day and very helpful people did a very competent fix.  So feedback there excellent, thankyou Plusnet and Openreach.
I went to close my ticket (with a thankyou).  Two problems. 
(A) A huge runaround the web site to find where my tickets were.  And
(B) The ticket had been closed; it looked as if it was closed as soon as they had contacted Openreach.  Surely the ticket should stay open until the customer has confirmed that this issue is resolved?

I assume when a tree surgeon damages BT Line, he or Householder has a large bill to pay?
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: telephone wire broken

It's probably not that simple; for instance if the drop wire travels over private land with trees on (or close to existing ones even if on public land) BT will have a responsibility as well.
sjptd
Grafter
Posts: 467
Registered: 01-09-2014

Re: telephone wire broken

The tree sugeons have agreed that ultimately they or their insurance will cover any costs.  I have no idea yet how these will be raised by Openreach, if at all.  Partly Openreach (or GPO's?) fault for putting the line through an already existing tree in the first place.
newagetraveller
Aspiring Pro
Posts: 437
Thanks: 50
Registered: 03-08-2012

Re: telephone wire broken

If it was the GPO then the tree might have been a mere sapling then or not even planted. Smiley
Three mobile, 1,2,3, PAYG. https://www.three.co.uk/Store/SIM/Pay_As_You_Go
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: telephone wire broken

Quote from: sjptd
(B) The ticket had been closed; it looked as if it was closed as soon as they had contacted Openreach.  Surely the ticket should stay open until the customer has confirmed that this issue is resolved?

It seems a bit of luck was at play here, the agent created the wrong type of ticket that was closed by default. I'll pass on feedback on how to create these correctly in future.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
sjptd
Grafter
Posts: 467
Registered: 01-09-2014

Re: telephone wire broken

Longer term effect of the broken line.  My stats graph is now very boring.  It used to jump all over the place depending on the weather etc, but now it is very steady.  
They replaced the line including down feed all the way to our junction box.  Thankyou Openreach.