PLUSNET: Left without a phone line for 5 days now

Uxb

Retrogamer wrote: »

If for example (very common) someone has dug up the road and stolen 400 meters of copper cabling then they can't just hit a button to resolve it.

New cabling has to be ordered. Planning permission has to be obtained to dig up the road. Traffic lights sometimes have to be deployed.
BT don't dig roads so they need contractors to do it.
Sometimes they're fully booked for a few days.
After all of that, when new cables are laid it can take a few days to wire up as you usually have 2 engineers reconnecting a couple of hundred customers individually in the rain / cold with wires as thin as string.

Between 1 week and 10 days off is the going rate for such vandalism to be repaired by BT - don't ask me how I know - you can guess.
and yes they were working on it dawn to dusk 7 days a week to fix it.

Those people who remember when BT was called the GPO and was in public hands will also remember how dire it was and how a simple fault took 2 weeks to repair and a new line 6 months to order: never ever again.

notbritishgas

Uxb wrote: »

Those people who remember when BT was called the GPO and was in public hands will also remember how dire it was and how a simple fault took 2 weeks to repair and a new line 6 months to order: never ever again.

And the Green Morris 8 vans had rubber front wings!

[Deleted User]

Uxb wrote: »

Those people who remember when BT was called the GPO and was in public hands will also remember how dire it was and how a simple fault took 2 weeks to repair and a new line 6 months to order: never ever again.

Yeah, a truly awful monopoly which meant the UK remained years behind the USA etc While we watched Jim Rockford and Charlie's Angels with answer machines and speakerphones in the 1970's we had to wait until the 1980's for such technological improvements to arrive here.

force_ten

Originally Posted by force ten

and in a situation like yours the service provider will have a service level agreement with the network provider and will be claiming compensation for this outage which is more than likely far more than you are paying them for your line rental

Retrogamer wrote: »

This doesn't happen.

are you sure about this not happening?

www.openreach.co.uk

Retrogamer

force_ten wrote: »

are you sure about this not happening?

www.openreach.co.uk

Yes.
The amount of man hours and staff needed to put the effort into clawing back the money usually exceeds the money the ISP is trying to recover
Hence none of the ones i've worked with will do it.

mattyprice4004

The ISP I worked for will not do it either, they just took an outage as a 'cost' and got on with other things.
Also, 5 days without a telephone line is nothing - you have no idea of the huge amount of work that can be needed.
We had a customer without a working phone for over 2 months - here's a brief summary of events:

- Customer reports line not working
- Our tests confirm there's a fault
- Passed to BT OR
- BT OR confirm fault
- BT OR send out engineer
- Engineer tests everything, find fault is underground. Luckily his data shows a spare pair is available, so he closes the job and puts the pair swap in the work queue for someone else to do
- Second engineer finds data held was wrong, and the spare pair has been used in another repair previously
- BT OR find the fault is under a main road which the council are very fussy about having closed or traffic lights on for the roadworks, council only offer Christmas Day Evening or New Year's Day as times they can do the work (this was June)
- Council and BT OR argue for 3 weeks about this
- Council eventually agree to lights being used late at night for fault to be sorted
- BT OR replace the cable over a couple of nights
- Fault resolved

If it was as easy as people think, it'd be easier for everyone. Believe me.

AJXX

Oh for pity sake what a totally unreasonable and stupid complaint.

Plusnet aren't magic, I'm sure that the technicalities of fixing this "basic service" are beyond you and you don't have a clue.

If this "pensioner" is so delicate as you say then she needs to have a mobile phone in place for such situations and stop being so silly over a weeks outage (which can not be helped likely - I'm sure that they haven't cut her service for no reason at all!) OR pay for a proper "priority" line to be installed.

Stop bleating on about "stress and aggravation" - sorry but if this really is causing "stress and aggravation" as much as you say then the "pensioner" needs to think about going into care and shouldn't be living on their own if they rely so heavily on needing to contact "emergency services" and get so stressed about it if they can't.

Plusnet handing out compo is not going to change the fact the phone dosen't work is it?

Get her a bloody mobile phone and stop whinging about nothing.

My 90 year old mum has heart problems, breathing problems and mobility problems, she lives on her own. Her phone went out for 3 weeks recently due to underground lines being damaged in a flood. Day 1 she got herself up the shops (which took her almost 4 hours!), got a cheap PAYG mobile and used that until the phones came back on.

She didn't panic, demand compo, or get "aggravated" - she got on with it knowing the problem was being fixed ASAP, and made her own arrangements in the meantime with the mobile phone, even walking up to the shops and back slowly which took her 4 hours in total.

Stop crying out to be a special case and get on with it - people in worse situations get on with it.

force_ten

Retrogamer wrote: »

Yes.
The amount of man hours and staff needed to put the effort into clawing back the money usually exceeds the money the ISP is trying to recover
Hence none of the ones i've worked with will do it.

the fact that that link i posted states

The term ‘proactive’ means we compensate you automatically if we fail to meet SLGs.

E.g. you don’t need to claim them via our legal team or your Sales and Relationship Manager (SRM). Proactive SLGs apply in most cases.

that would suggest that the payments are made automatically, and the amount paid increases the longer the line is out of service

Robin9

OP not heard from you for 3 days.

Is the phone line now working ?

[Deleted User]

Robin9 wrote: »

OP not heard from you for 3 days.

Too stressed and aggravated to post, I expect.:)