O2 Wholesale and fault reports

I've requested a MAC from Vivaciti and explained why, they have told me that they can report faults and get O2 to fix them 24/7, th only thing they cannot do is get BT to fix line faults, is this correct or am I being fed something to make me reconsider?

O2 wholesale can report faults for fixing to openreach obviously, but the hours for reporting these vary according to the SLA purchased. Most ADSL lines are bought with simple Monday to Friday 9am to 5pm fix type contracts.

Faster and longer response windows can be purchased but price is obviously passed on down the chain to the customer.

Enhanced care is not an option through O2 Wholesale.

Ok cheers for the info Mr Saffron.

To be absolutely clear what I'm trying to ensure is that if I have problems over the Christmas period when I'm working and the fault is determined to be something under O2 wholesale's control that it can be escalated to them for them to get it sorted rather than BT response of 'no enhanced care? Wait till New Year'

I don't want to move back to IP Stream as sync appears to be a lot better under O2's line management.

Edited by techguy (Mon 12-Nov-12 15:46:36)

And just to make sure our info was not accurate I have just got off the phone and have it confirmed enhanced care IS NOT an option on O2 wholesale, so I am afraid someone has not been giving you the full story, although as I believe you was told in your ticket, the support desk at O2 are one of the best at getting any issues resolved but if whatever the fault was required an engineer visit there would be little that could be done.

Thank you, it does sound like there's some confusion here.

So long as any remote fixes can be done then thats all I need, if an engineer is required it would probably be quicker for me to go into work!

No offence to anyone meant, just trying to make sure I'm not paying out for something that I don't really need.

Edited by techguy (Mon 12-Nov-12 16:33:23)

You've made the same "sort of" typo here and in this post .

You have a "not" that shouldn't be there, next to the word "accurate" here and "correct" in the other, and it completely screws up the meaning. Though if people read it a couple of times it is obviously a mistake.

In reply to a post by vivaciti:

And just to make sure our info was not accurate I have just got off the phone and have it confirmed enhanced care IS NOT an option on O2 wholesale, ....

Edited by RobertoS (Mon 12-Nov-12 18:22:21)

I appreciate them replying so please don't scare 'em off Rob.

Vivaciti, ADSL24, Xilo etc. Are highly likely to be reselling Daisy and have no direct link to o2 wholesale. They are just too small to deal with o2 directly. I'll bet they have no junctions to o2 or anyone else.

So to get to the bottom of this you are best of contacting Daisy Internet directly as they are now selling to punters without the need for a middleman and will be able to give a horses mouth answer to your conundrum .

Edited by deleted (Mon 12-Nov-12 21:07:10)

The connection I have routes through Entanet according to a traceroute