Total loss of service - Plusnet's apparent lack of action

I had my mother's phone line and broadband moved over to Plusnet a few months back.

She needs a working phone line as she has an emergency care token that is connected to the line in case she needs help (which she has several times this year).

Logged a ticket, made a call to follow up.

Told that the problem should be fixed by midnight past. No restoration of service by 10am this morning - also no update on the ticket.

It appears that when you report something like a total loss of service to Plusnet that they think the magic fairies will restore service overnight (yeah, right) and THEN they ask you to do the faceplate shuffle to test the internal line etc. As I told them very clearly the line is dead (no dialtone) and cannot be rang (goes to dead/problem two-tone).

It's imperative that my mother at least as a working landline in case of difficulties.

Clearly the problem isn't with anything interior to my mother's property.

What has plusnet done to help - well, according to the ticket - nothing. If this is the case it's disgracefully contemptuous of customers. I hope this is not the case.

The tickets are 93896771 and 93897221.

EDIT: plusnet could have actually told me about the MSO that apparently existing at her exchange rather than me chasing up a couple of time to find out! the MSO however it not reported on other sources (MSO Checker, BT Business Service Status and others)...

Edited by deleted (Sat 01-Nov-14 14:28:43)

So have you telephoned them and spoken to someone? Their help desk is open 24 hours.

In reply to a post by zoiciox:

.....and THEN they ask you to do the faceplate shuffle to test the internal line etc. As I told them very clearly the line is dead (no dialtone) and cannot be rang (goes to dead/problem two-tone).

So have you actually checked for dial tone in the test socket, (behind the face plate)?

I had an identical problem a few weeks ago when, after some bad weather, my faceplate went duff. (Funnily enough I still had broadband, after a fashion)

Edited by deleted (Sat 01-Nov-14 11:07:13)

In reply to a post by Stevenage_Neil:

So have you actually checked for dial tone in the test socket, (behind the face plate)?

OP did say that the line didn't ring when called so it seems like a line fault, however posting on here is not the way to go about getting an urgent matter resolved; either phone or post in the Home Phone section of the Community Forum, where Plusnet reps are responding right now.

Edited by kasg (Sat 01-Nov-14 11:13:38)

Old phone with duff microfilter could cause don't ring issue.

In reply to a post by kasg:

OP did say that the line didn't ring when called so it seems like a line fault.......

.....and I wrote it was an identical problem.........

In reply to a post by kasg:

In reply to a post by Stevenage_Neil:

So have you actually checked for dial tone in the test socket, (behind the face plate)?

OP did say that the line didn't ring when called so it seems like a line fault, however posting on here is not the way to go about getting an urgent matter resolved; either phone or post in the Home Phone section of the Community Forum, where Plusnet reps are responding right now.

Nor does this.
In cases such as above, wher phone is essential care. Regular check and customer update would not go amiss.
Problem is customer has to follow up. Not acceptable in my opinion.

In reply to a post by MrSaffron:

Old phone with duff microfilter could cause don't ring issue.

It is surprising how often the micro filters can be the root of the problem which is why using the test socket is sensible first aid. However if you have a MK2 or MK3 faceplate that should be removed to reveal the original test socket.

Replacement MK2 faceplates can be purchased for less than £10. While waiting for it to be delivered an ADSL filter can be plugged into the test socket to maintain your phone and internet service.

Of course if there is no dialling tone on the line from the test, socket get onto your voice line provider to get it sorted.

In reply to a post by kasg:

In reply to a post by Stevenage_Neil:

So have you actually checked for dial tone in the test socket, (behind the face plate)?

OP did say that the line didn't ring when called so it seems like a line fault, however posting on here is not the way to go about getting an urgent matter resolved; either phone or post in the Home Phone section of the Community Forum, where Plusnet reps are responding right now.

Thank you.

The line is dead. No dialtone from test socket, no broadband. A total loss of service.

The number cannot be rang - it clicks and goes to the two-tone signal.

As plusnet have failed to follow up on the tickets - posting here was a last resort.

I very much suspect this is a plus.net issue as opening this service with them has been plagued with problems...

Edited by deleted (Sat 01-Nov-14 13:34:52)

In reply to a post by trolleybus:

In reply to a post by MrSaffron:

Old phone with duff microfilter could cause don't ring issue.

It is surprising how often the micro filters can be the root of the problem which is why using the test socket is sensible first aid. However if you have a MK2 or MK3 faceplate that should be removed to reveal the original test socket.

Replacement MK2 faceplates can be purchased for less than £10. While waiting for it to be delivered an ADSL filter can be plugged into the test socket to maintain your phone and internet service.

Of course if there is no dialling tone on the line from the test, socket get onto your voice line provider to get it sorted.

Yes, which is...... plus.net!

(thankful for some technical info though)

In reply to a post by flippery:

In reply to a post by kasg:

In reply to a post by Stevenage_Neil:

So have you actually checked for dial tone in the test socket, (behind the face plate)?

OP did say that the line didn't ring when called so it seems like a line fault, however posting on here is not the way to go about getting an urgent matter resolved; either phone or post in the Home Phone section of the Community Forum, where Plusnet reps are responding right now.

Nor does this.
In cases such as above, wher phone is essential care. Regular check and customer update would not go amiss.
Problem is customer has to follow up. Not acceptable in my opinion.

Exactly - thank you.

In reply to a post by brightd:

So have you telephoned them and spoken to someone? Their help desk is open 24 hours.

Yes, they were fairly useless and uninterested.

In reply to a post by MrSaffron:

Old phone with duff microfilter could cause don't ring issue.

I mean ringing the number fails - a click and then two-tones (not busy BTW).

However, as the line appears dead this isn't a surprise.

Have you posted in the Community Forum (Phone section) yet, as suggested? With a suitably "Urgent" Subject?

This is a third-party forum and rarely watched by Plusnet reps at the weekend.

In reply to a post by zoiciox:

She needs a working phone line as she has an emergency care token that is connected to the line in case she needs help (which she has several times this year).

Logged a ticket, made a call to follow up.

Told that the problem should be fixed by midnight past.

When did the fault occur? Or when was it detected if you don't know?

Hi all

After chasing plusnet apparently the exchange for my mother's line (Haslington) has a fault with the main distribution frame at the side of the exchange - hence no dial tone.

The even worse news - 6 days to estimated to resolve - so I'd guess it's a major major service outage!

Thankfully my mother has somebody check on her once a day.

You can usually verify and check the reports using other providers such as http://aaisp-btmso.blogspot.co.uk/

Thanks for the status link - although strangely her area code is not showing with any issues.

Had checked the plusnet users MSO checker and BT Business Service Status.

The link you provided gives much more info though. Thank you for sharing.

Not nice .

I suggest you look into getting her this sort of thing. Amazon has at least one type for delivery Monday, but expensive. (What is expensive in this situation?).

There should be some way of hanging such round her neck.

In reply to a post by RobertoS:

Not nice .

I suggest you look into getting her this sort of thing. Amazon has at least one type for delivery Monday, but expensive. (What is expensive in this situation?).

There should be some way of hanging such round her neck.

Not seen this before - nor how much emergency phone range has developed.

Thank you.

The Amazon one has other suppliers - see the £27.50 link on the page.

Hi there,

Sorry to hear there's a problem with the line in question.

Really sorry things appear to have gone around in circles a little until you called. That's our fault and I've passed on some feedback for the two of the agents that you've dealt with.

Glad to see that the fault has now been raised with our suppliers, we'll update you again ASAP.

BTW I'm unsure how you've picked up on an MSO, I've checked outage notifications we get from our suppliers and there's nothing reported for the area in question.

In reply to a post by thatadamwalker:

Hi there,

Sorry to hear there's a problem with the line in question.

Really sorry things appear to have gone around in circles a little until you called. That's our fault and I've passed on some feedback for the two of the agents that you've dealt with.

Glad to see that the fault has now been raised with our suppliers, we'll update you again ASAP.

BTW I'm unsure how you've picked up on an MSO, I've checked outage notifications we get from our suppliers and there's nothing reported for the area in question.

You may want to check ticket 93942003, in which your colleague told me this!

Please clarify.

When an elderly or infirm person is involved, I would always suggest using BT for the line rental. It means one less company in the loop if it goes wrong, albeit two divisions of BT will be involved. They also have ways of flagging lines such as this and will normally respond quickly.

A thought

Maybe allow people to register a line as an 'high care' line to help when relatives are chasing up like this.

Might need a small admin fee at registration time to stop 100% of customers doing it.

In reply to a post by kasg:

In reply to a post by Stevenage_Neil:

So have you actually checked for dial tone in the test socket, (behind the face plate)?

OP did say that the line didn't ring when called so it seems like a line fault, however posting on here is not the way to go about getting an urgent matter resolved; either phone or post in the Home Phone section of the Community Forum, where Plusnet reps are responding right now.

Are you wanting to keep problems behind closed doors, rather than potential customers becoming aware
Maybe if customer service was good, would not need to post on these forums.
The problem nowadays appears to be customers are becoming price sensitive with competition fierce. Thus support suffers.
Saying that just read the BT Price increases on BTW only exchange. Made my eyes water.

In reply to a post by flippery:

Are you wanting to keep problems behind closed doors, rather than potential customers becoming aware
Maybe if customer service was good, would not need to post on these forums.

In this particular case that is a very cynical point to make . I'm absolutely sure kasg's post was to advise the OP on how to get higher level support involved as quickly as possible.

Agreed, afterall Kevin did mention:-

....... about getting an urgent matter resolved

and the best way to get it sorted should be by a phone call as long as PN CS get their act together with regard to their customer's issues.

In reply to a post by RobertoS:

In reply to a post by flippery:

Are you wanting to keep problems behind closed doors, rather than potential customers becoming aware
Maybe if customer service was good, would not need to post on these forums.

In this particular case that is a very cynical point to make . I'm absolutely sure kasg's post was to advise the OP on how to get higher level support involved as quickly as possible.

The way was for Plusnet to have rang OP. That would have been a result. Rather than post here and wasting more time.

Edited by flippery (Sun 02-Nov-14 20:36:40)

In reply to a post by RobertoS:

In reply to a post by flippery:

Are you wanting to keep problems behind closed doors, rather than potential customers becoming aware
Maybe if customer service was good, would not need to post on these forums.

In this particular case that is a very cynical point to make . I'm absolutely sure kasg's post was to advise the OP on how to get higher level support involved as quickly as possible.

Thank you, of course it was.

The point you are making about the support is valid and not contested, but completely irrelevant to getting help for the OP's mother! The slur on kasg was unwarranted and totally reprehensible .

Kasg and I have tried to help the OP. You haven't, and insulting kasg was not on. I amazed that following my post you haven't acknowledged that and apologised to him.

In reply to a post by zoiciox:

After chasing plusnet apparently the exchange for my mother's line (Haslington) has a fault with the main distribution frame at the side of the exchange - hence no dial tone.

The even worse news - 6 days to estimated to resolve - so I'd guess it's a major major service outage!

In reply to a post by thatadamwalker:

BTW I'm unsure how you've picked up on an MSO, I've checked outage notifications we get from our suppliers and there's nothing reported for the area in question.

The fact that the fault is located at the Exchange doesn't necessarily point towards a major service outage. The reason my colleague was questioning where you found this information is because there's nothing on our end to insinuate there's a major service outage in your mother's area.

The estimated repair time for the fault is by 5pm on 05/11/2014 at which point we hope that the fault is either resolved by our suppliers or an update provided as to why it's not been fixed by that point.

Apologies for the inconvenience caused by this.

Regards,

It could also be used where other emergency contacts may be needed.

The fault you are describing sounds like a loop fault. These are sometimes misdiagnosed by the line test system as to their likely location. If it is an exchange fault I'd have expected it to be cleared much quicker than the estimate provided.

Just to check, when you tested in the test jack, it was with a known working phone, and the panic alarm was COMPLETELY disconnected wasn't it, I've seen Tunstall equipment and it's like cause loop faults quiet often.

In reply to a post by Stevenage_Neil:

In reply to a post by kasg:

OP did say that the line didn't ring when called so it seems like a line fault.......

.....and I wrote it was an identical problem.........

As you don't know what the problem was/is, you had at best an "identical" set of "symptoms". There is a difference between "symptoms" and "cause".

In reply to a post by MrSaffron:

A thought

Maybe allow people to register a line as an 'high care' line to help when relatives are chasing up like this.

Might need a small admin fee at registration time to stop 100% of customers doing it.

Do PlusNet support or offer the "Priority Fault Repair" option BT Retail have:
http://www.bt.com/includingyou/redesign2012/assets/d...

I don't do domestic stuff, but I assume that's got some connection to total care or a specific OR service to make that possible.

In reply to a post by Zarjaz:

The fault you are describing sounds like a loop fault. These are sometimes misdiagnosed by the line test system as to their likely location. If it is an exchange fault I'd have expected it to be cleared much quicker than the estimate provided.

Just to check, when you tested in the test jack, it was with a known working phone, and the panic alarm was COMPLETELY disconnected wasn't it, I've seen Tunstall equipment and it's like cause loop faults quiet often.

Useful to know.

I think the test socket was revealed when they performed the line test... can't be sure though as I wasn't there.

The line is back - although according to plus.net there has been no update to them so they've put the ticket on hold for 3 days! Not very impressed... (as you might guess)

I was thinking about hopping over to plus.net next year myself - got to say after this, I probably won't...

In reply to a post by therioman:

In reply to a post by MrSaffron:

A thought

Maybe allow people to register a line as an 'high care' line to help when relatives are chasing up like this.

Might need a small admin fee at registration time to stop 100% of customers doing it.

Do PlusNet support or offer the "Priority Fault Repair" option BT Retail have:
http://www.bt.com/includingyou/redesign2012/assets/d...

I don't do domestic stuff, but I assume that's got some connection to total care or a specific OR service to make that possible.

It's an interesting question given their relationship, I would have thought so but I guess not...

In reply to a post by LinnPlusnet:

The fact that the fault is located at the Exchange doesn't necessarily point towards a major service outage. The reason my colleague was questioning where you found this information is because there's nothing on our end to insinuate there's a major service outage in your mother's area.

The estimated repair time for the fault is by 5pm on 05/11/2014 at which point we hope that the fault is either resolved by our suppliers or an update provided as to why it's not been fixed by that point.

That was because your colleague on the phone who spoke to on Saturday told me so.

Thankfully this has been fixed and the line appears to be back.

Unfortunately however, there has been no notification from plus.net about this and the ticket was put on hold for 3 days. Given the severity of the situation, this is not what I expected really..

They do or at least should. A case like this warrants immediate escalation into Openreach DSO who have a process which expedites repair. I suspect the support engineers dealing with this have not been briefed on the process and have failed to escalate to one of Plusnets DSO referrers.

That process was put in place around 4 years ago. I guess it's been forgotten.