New Service Issue - 5 working day for updates

There is now a 5 working day turnaround for any update at Plusnet from their suppliers (BTW) to existing faults
https://community.plus.net/t5/Service-Status/Fault-R...

Due to a number of issues including the recent storms, our suppliers are experiencing longer delays than normal to get phone & broadband faults sorted With these delays, it'll now take 5 working days to update on existing faults. We're really sorry for this inconvenience

Kind Regards

Customer Support

In reply to a post by georgelnx:

There is now a 5 working day turnaround for any update at Plusnet from their suppliers (BTW) to existing faults
https://community.plus.net/t5/Service-Status/Fault-R...

Due to a number of issues including the recent storms, our suppliers are experiencing longer delays than normal to get phone & broadband faults sorted With these delays, it'll now take 5 working days to update on existing faults. We're really sorry for this inconvenience

Kind Regards

Customer Support

I wonder if it would be safe to assume that the same applies for other mass market ISPs who use BT Wholesale as their supplier?

Edited by Apprentice (Wed 21-Sep-16 10:28:51)

I doubt it. I understand a repairs backlog after storms, but cannot see how that stops office staff reporting on the timescale of a fault.

Surely any ISP using Openreach infrastructure . (Edit 2 - I see the Community post doesn't mention BTW).

BTW don't do much with faults as far as I know except refuse to pass them on to Openreach if they think they can get away with it .

Edit - On a quick look I don't see any Openreach MBORC reports on AAISP pages.

Edited by RobertoS (Wed 21-Sep-16 10:57:28)

I don't see any Openreach MBORC reports on AAISP pages.

Unlike Plusnet who report

Openreach is therefore declaring MBORC for repair activities the following areas, with effect from 23:59 19 September 2016:

Northumberland and Wearside
Thames North
Thames South
Southampton
Bournemouth*
*second event - MBORC declared 16 September 2016.

Openreach offers various grades of repair response times, so you can opt for the basic offered equally to everyone or opt in and pay a little more for one of the various higher levels of response time.

There are localised outages on this page. I would normally expect to see MBORCS on there or on this one, which has a big round zero under major issues.

The list you give seems quite short for a national ISP to be reporting a national slowdown to 5-day turnaround of fault progress reporting. That's of progress reporting, not fix times.

Plusnet blaming BTW for their own inability to handle the fault volumes?

Given the horrendous wait times on the phones and chat these days that is a distinct possibility.

Interesting thought, one which went through my mind especially since no other ISP has made a similar announcement.

@Andrew - Why has no other ISP who use Openreach made a similar declaration ? You're the man with the connections so it would be nice to see your journalistic sleuthing skills figure this one out.

Have asked

And today's update from Plusnet:

Service: Broadband
Posted: Wed, Sep 21 2016 at 16:32:52
Subject: MBORC Declaration - UPDATE

We have received communications from our suppliers regarding the MBORC (Matters Beyond Our Reasonable Control) declaration for some areas of the country. Please find the information regarding this below:

"Parts of the UK experienced severe weather last week, including extensive lightning strikes and heavy rain, commencing on Friday 16 September 2016. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels. Openreach declared MBORC for repair activities in five areas, with effect from 23:59 19 September 2016.

Openreach is now declaring MBORC for repair activities in two further areas, with effect from 23:59 21 September 2016:

St Albans
Broadlands

MBORC remains in place in the following areas:

Northumberland and Wearside
Thames North
Thames South
Southampton
Bournemouth*
*second event - MBORC declared 16 September 2016.

We're taking steps, including directing additional engineers into these areas, to bring the position back to normal as quickly as we possibly can.

We'll continue to monitor the situation in these areas and we'll remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather"

Those MBORC are real, so why other providers are not showing them no idea

And today, Plusnet re-iterate the 5 working days , although it no longer says existing faults. So can we now assume it is new faults too? And of course it is national unlike the MBORC which is regional.

Posted: Tue, Sep 27 2016 at 12:16:32
Subject: Fault Response Times - UPDATE

Due to a number of issues including the recent storms our suppliers are still experiencing longer delays than normal to get phone & broadband faults sorted. This is currently at 5 working days. We're really sorry for this inconvenience

Kind Regards

Customer Support

& Accounts are no better. Been over charged, ticket taken off hold on Monday 7am. No further update. Now if it was me that failed to pay......

Service: Broadband
Posted: Fri, Oct 07 2016 at 16:02:38
Subject: MBORC (Matters Beyond Our Reasonable Control) Declaration - RESOLVED

We have received communications from our suppliers regarding the MBORC (Matters Beyond Our Reasonable Control) declaration for some areas of the country. Please find the information regarding this below:

Parts of the UK experienced severe weather, including extensive lightning strikes and heavy rain, commencing on Friday 16 September 2016. This caused serious impacts to Openreach infrastructure, with damage both above and below ground, and fault intake in affected areas at extremely high levels.


We can now remove MBORC for repair activities from the remaining areas with effect from 23:59 07 October 2016

This MBORC declaration is now closed.

Kind Regards,

Customer Support

But the waiting time for responses to faults is still set at 5 working days.
Which goes to show that the MBORC was just an excuse for very slow service by Plusnet. It was a smoke screen as MBORC's are regional but every fault was put onto a 5 working day for a response.
Just hope I don't need CS from Plusnet in the future!

In reply to a post by georgelnx:

But the waiting time for responses to faults is still set at 5 working days.

Sorry, where does it say that? I'm not doubting you, just asking for a link.

http://www.plus.net/supportpages.html?a=2

Open up the All live updates section and look at the Services section. The next update isn't until 12/10/2016 @ 13:00 so they are not expecting the dreadful current situation to end any time soon.

The latest post when you click the link says:

Due to a number of issues including the recent storms our suppliers are still experiencing longer delays than normal to get phone & broadband faults sorted. This is still at 5 working days. Our suppliers are working hard to get this timescale down & we'll keep you updated

I.e. they are still trying to blame OpenReach/BTw when the MBORC have all been closed.

In reply to a post by jelv:

The latest post when you click the link says:

Due to a number of issues including the recent storms our suppliers are still experiencing longer delays than normal to get phone & broadband faults sorted. This is still at 5 working days. Our suppliers are working hard to get this timescale down & we'll keep you updated

I.e. they are still trying to blame OpenReach/BTw when the MBORC have all been closed.

The message I posted is two days after that so I guess they just haven't updated the status page yet.

In reply to a post by kasg:

In reply to a post by jelv:

The latest post when you click the link says:

Due to a number of issues including the recent storms our suppliers are still experiencing longer delays than normal to get phone & broadband faults sorted. This is still at 5 working days. Our suppliers are working hard to get this timescale down & we'll keep you updated

I.e. they are still trying to blame OpenReach/BTw when the MBORC have all been closed.

The message I posted is two days after that so I guess they just haven't updated the status page yet.

Which makes the title "Status page" something of a misnomer ROFL.

In reply to a post by RobertoS:

Which makes the title "Status page" something of a misnomer ROFL.

Agreed.

Last post by staff https://community.plus.net/t5/Plusnet-Feedback/Why-S...
on 07-10-2016 at 4:20 PM

I imagine that MBORCs are just one of the reasons behind the 5 working day time frame for fault tickets. We haven't the resource to keep all the fault tickets being raised within the normal 72 hour SLA. But things are changing I'm seeing that we're hiring and training a lot of new advisers and we're also doing a lot of overtime.

Edited by deleted (Sat 08-Oct-16 20:06:41)

In reply to a post by RobertoS:

Which makes the title "Status page" something of a misnomer ROFL.

Don't worry, they will update it in five days! [thud]

Sent by email

Service: Services
Posted: Wed, Oct 12 2016 at 10:24:05
Subject: Fault Response Times - UPDATE

Unfortunately we're still slightly behind where we'd like to be with responding to fault reports, at the moment this is around 5 working days.

We'll keep you updated on any changes to this.

Kind Regards,

Customer Support

And from http://www.plus.net/supportpages.html?a=2 "All Live Updates" section, the next update is 19/10/2016 @ 11:00

Edited by deleted (Wed 12-Oct-16 14:23:27)

And the comedy gold continues, now Plusnet cannot even find the time to update their status within their own 5 working days limit.

From their status page at 10:38 on 20 Oct 2016 showing the next update time

Services 29 Days 17 Hrs 25 Mins 19/10/2016 @ 11:00

Edit: 12:22 , They have actually set an update email out still saying the 5 working days is the period for updates, some 6 working days and 1 hour after the previous one.

Edited by deleted (Thu 20-Oct-16 12:39:47)

Well things are still slow with Plusnet support

We're continuing to work on bring the fault response times down, all faults should be responded to within 5 days.
Customer Support

frrom https://community.plus.net/t5/Service-Status/Fault-R...
Which implied correctly that some faults were not being responded to in 5 days as confirmed by

No, there were still some over 5 days last time. This time I've been advised that there aren't.

at https://community.plus.net/t5/Plusnet-Feedback/Fault... which led to this reply

I see , although a bit confusing, as the message posted in the service status thread on the 27th did not say that there was any over 5 days:

"We've made progress on our response times to fault reports but these still may be 5 working days for a reply"
https://community.plus.net/t5/Service-Status/Fault-R...

I assume the majority are still be answered in under 3 days ?

Will we find out? And more importantly, when will Plusnet sort out their support?