Some good points made BUT
- Part of the problem is getting anyone at Plusnet to take responsibility for this
Posting on Plusnet's own forum can help this factor *immensely*. They have some good people answering and taking ownership where need be, or banging heads where need be.
- The BT engineers (yes Openreach, Network and Operate) locally have been great - now talking to each other 'informally' - Plusnet are effectively out of the loop. TG for private initiative!
That's my experience too.
It isn't a Plusnet problem though. It is a consequence of the requirement that Openreach act equally to every ISP out there - specifically offering no favouritism to BT Retail.
Openreach have put in place a lot of computer systems to automate interaction between themselves and ISPs over everyone's line. They have some fancy system for allocating engineers to jobs.
The downside of this "independence" is that it makes it very difficult to get *people* talking, and to get continuity on these intractible problems.
In essence, the customers (both ISP and the end user) are dependent on the ingenuity of the engineers at beating their own management systems.
- A Plusnet support desk chap told me today that if I (anyone) posts a question or comment to a question, it will take 72 hours before it gets attention.
True, though fairer to add "up to 72 hours". Can be better to call, or use their forum.
NB. BT email Plusnet with updates after an engineer visit and they have to wade through them. It can take 48 hours before the email gets sent!
I thought entries went into their (Openreach's) database - either on the line, or on their equivalent of the tickets. I haven't specifically seen that it transfers via email - I'd have though more of a machine-machine interface such as XML.
The favouritism-avoidance techniques mean that the only way of getting feedback to an ISP (any ISP) is through this disconnected system.
There is NO system in the sense that you and I would expect!
Well, it is one *I'd* expect, but I'm aware of the volumes involved in this kind of thing, so expect that it is designed to work without human interaction as much as possible. That is what helps guarantee the lack of favouritism, for example.
Unfortunately, it has designed out any flexibility, and seems to have forgotten to use some common sense - and these elements get noticed more when problems become a little less "standard".
Ordinarily, the trick you want from Plusnet's support team - and their experienced technical people - is how to work around Openreach's systems to get your job seen to as fast and effectively as possible. The problem is that Openreach's system is designed specifically to prevent this kind of manipulation.
There *are* escalation procedures that an ISP can use, so long as the issue then fits the requirements for the escalation (even they are tightly controlled). But getting things escalated isn't that fast.
The *only* way to get expedited behaviour from Openreach is to be paying for the higher service levels. But then you wouldn't be on a residential contract, and would be on one of the business ones. They'd still be following the system though... a system where the #1 requirement was to be able to *guarantee* fairness.