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Standard User pompey_steve
(member) Fri 15-Aug-14 18:01:13
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fault resolution times


[link to this post]
 
My phone line has just gone dead and my internet reconnected very slowely, so I have raised a ticket, and got this information:

We'll be in touch when your answer is ready.

At the moment we're averaging a response time of 55 hours 7 minutes 25 seconds for new queries.

If our Support Team need to contact another department or 3rd party then we may take longer to respond.


55 hours! How can anybody think this is acceptable

-----------
Regards,
Steve
Standard User adslmax
(knowledge is power) Fri 15-Aug-14 18:20:11
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Re: fault resolution times


[re: pompey_steve] [link to this post]
 
They going downhills lately with very poor support even with two call centres in Leeds and Sheffield. They are lack of staffs there who still under training

Edited by adslmax (Fri 15-Aug-14 18:21:04)

Standard User kasg
(fountain of knowledge) Fri 15-Aug-14 19:44:51
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Re: fault resolution times


[re: pompey_steve] [link to this post]
 
To be honest, you'd do well to beat that over a weekend anyway and Sod's Law says that these things always happen on a Friday evening. I'd strongly advise you to phone to chase it, even if the wait times are long.

Kevin

plusnet Unlimited Fibre - sync approx 60000/20000 at 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST


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Standard User Apprentice
(knowledge is power) Fri 15-Aug-14 20:03:40
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Re: fault resolution times


[re: pompey_steve] [link to this post]
 
Have you tried plugging the phone into the TEST socket which is inside the master socket (if you have a NTE5) to see if it works/there is a dialing tone?

http://www.plus.net/support/broadband/master-socket-...

plusnet user
Standard User flippery
(committed) Fri 15-Aug-14 20:47:06
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Re: fault resolution times


[re: pompey_steve] [link to this post]
 
Sounds like there may be a problem with one of the 2 connection wires on phone line.
Broadband will still work on 1 wire only at reduced speed.
Can you as plusnet user use Phone line fault check on www.bt.com.
Standard User pompey_steve
(member) Fri 15-Aug-14 21:21:15
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Re: fault resolution times


[re: flippery] [link to this post]
 
I don't seem to be able to use the BT fault checker

-----------
Regards,
Steve
Standard User pompey_steve
(member) Fri 15-Aug-14 21:23:50
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Re: fault resolution times


[re: Apprentice] [link to this post]
 
It's a standard BT faceplate.

I've tried with just a phone plugged into the ordinary socket, I'll take the face plate off and try the test socket in the morning.

If it does work OK from the TEST socket then it is up to me to replace the faceplate, or BT?

-----------
Regards,
Steve
Standard User Zarjaz
(knowledge is power) Fri 15-Aug-14 21:34:04
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Re: fault resolution times


[re: pompey_steve] [link to this post]
 
If it does work OK from the TEST socket then it is up to me to replace the faceplate, or BT?

No, if it does work in the test socket, then the issue is with your extension wiring or attached equipment.

Standard User professor973
(experienced) Fri 15-Aug-14 21:38:15
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Re: fault resolution times


[re: pompey_steve] [link to this post]
 
Still getting worse with regard to ticket answering. Still, if you pay peanuts ...

Zen Business Talk - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png
Standard User RobertoS
(elder) Fri 15-Aug-14 21:54:14
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Re: fault resolution times


[re: professor973] [link to this post]
 
In reply to a post by professor973:
... Still, if you pay peanuts ...
... we get you telling us so tongue wink.

What about the hundreds of thousands who are perfectly happy with what peanuts can buy?

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 56.6/14.1Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
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