fault resolution times

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

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)

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.

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-...

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.

I don't seem to be able to use the BT fault checker

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?

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.

Still getting worse with regard to ticket answering. Still, if you pay peanuts ...

In reply to a post by professor973:

... Still, if you pay peanuts ...

... we get you telling us so .

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

In reply to a post by RobertoS:

In reply to a post by professor973:

... Still, if you pay peanuts ...

... we get you telling us so .

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

Who will also become unhappy should their peanuts stop buying what they did (8-)

but if the only 'attached equipment' is the faceplate isn't that BTs responsibility?

No. The demarcation point is the test socket. You are allowed to replace the faceplate with a different one of your choice. I suppose the faceplate is guaranteed for a while after initial installation, which leaves an interesting question when a new occupant of the premises orders a new connection.

Edited by RobertoS (Sat 16-Aug-14 10:02:26)

Very occasionally it can just be the contact between the faceplate and test socket can't it?

Plugged a phone into the test socket this morning, still no dial tone.

A BT Openworld engineer was working on my local cabinet yesterday afternoon. After speaking to neighbours it is well known that the wires in the cabinets in this area are brittle. This wouldn't be the first time that an engineer has gone to fix somebody's phone and accidently taken out somebody else phone because a wire broke. BT refuse to do anything about it.

you learn something new, ah well, it's not the faceplate anyway, still no dial tone from the test socket.

Yeah, but that is a shocking response time and no fun if your service down or what ever. 24 hours plus when I was with them and that was bad enough. Now, I have to suffer a 5 to 10 minute response time from Freeola

Don't forget - this time it is definitely a phone fault you report. Is the phone with Plusnet?

Edited by RobertoS (Sat 16-Aug-14 11:14:08)

Yeah, phone is with plusnet

I raised it as a phone fault, but also mentioned the adsl behaviour as well as no dial tone

No dialing tone when connected to the test socket indicates there is a voice fault on the line, I would be trying to speak to PN CS with regard to it even though the waiting times for calls to be answered is rediculous, the ticket system isn't of use when you want something attended to quickly especially if you add anything to the initial ticket query it goes to the back of the que according to some posters.

Plusnet have to approach BT to get the fault checked and fixed.

sigh, you;re right, I guess I'll have to beg the use of the neighbours phone for an hour or more so I can speak to tech support and start the ball rolling

I'm supposed to be joining at the end of this month (phone/fibre) but this is making me consider the alternatives. I can't be waiting 55 hours for a telephone fault report to be acknowledged.

Try ringing the support number and see how long you have to wait. "Oh sorry, wrong number".

Good luck

http://www.plus.net/supportpages.html?a=212

I phoned a few minutes ago and spoke to a chap after a few minutes wait.

He confirmed a 'loop fault' and raised the issue with BT

It's good news that you got your call answered by PN CS after waiting just a few minutes, will be interesting to see how long it takes BT to find and correct the fault.

In reply to a post by pompey_steve:

I phoned a few minutes ago and spoke to a chap after a few minutes wait.

He confirmed a 'loop fault' and raised the issue with BT

I have been using the WeQ4U app alongside saynoto0870.com, this stops me having to wait on the phone and gets numbers that go on my mobile minutes. I much prefer speaking to someone when there's a fault, seems to get things moving along quicker.

I remember a while back that Plusnet told me customers are no longer speak direct with the fault supplier team. They only communcation via tickets only. And the fault supplier to ring u if they need any further action.

Edited by adslmax (Sun 17-Aug-14 19:18:33)

i've been told it should be not later than end of wednesday. Miffed if it takes that long. internet is down pretty much all the time so resorting to mobile.

I've not come across that, that of course don't mean it can't happen.

Been a couple in the last eight years. It's a major issue .

phone fixed today

however, due to a weekend of a bad line, I have a sync speed of 17M and a data speed of 1.5MB, so I've asked plusnet if they can sort that out otherwise I cannot use my Now TV until it increases (which I understand it might do naturally after a few days)