Broadband outage day 4

[#1]

An Openreach problem then...

[#2]

Day 7 the outage continues but we have a result.....

OR engineer arrived late morning and spent all afternoon yesterday testing and trying to tracing the line back though the village up to exchange, in the end he could find nothing but resupplied via the boxes and changed exchange connection. Last night no change still seeing a DSL sync and attempted to connect - but no internet. 

Having no response from PN I updated PN last night. Still no response from the escalation team which placed the ticket on hold at 7 am Monday.

However, sometime in the last few hours i have internet connectivity restored, I have requested an update of the resolution from PN so that i can understand if this was a OR issue which appears not the case or something with my PN ADSL account settings. I may be pre-empting a close to this issue and my connectivity may well drop out just as quickly as it was restored. but for now it appears fixed.  

The log on my router will determine how it performs but at least I am now able to start to catch up on the work which has been backed up since last Tuesday, with no office to return to WFH has its downfalls sometimes

I am disappointed at the lack of customer support provided by PN from the outset, the automated 'help bot' didn't help at all, mostly ignored my 'adviser ' requests many times and it wasn't until my issue was escalated that i received any resemblance of 'support' .

I have two positives from this experience:

1. joining the community forum, no doubt when I migrate to fibre which, so i am reliably informed by the OR engineer in the cabinets already and is planned to arrive/roll out in the village next year I will need a stiff drink and PN 'community support' 

2. I have bought a new router which, may have been  an un-neccessary expense but i can, if required in future put a data sim into the box as a business contingency.    

thanks for your post and support I will post an update of what the causation / issue fix was for reference ( if PN provide one). 

[#3]

@imcc20 Glad there has been some traction with this but I am sorry about the Customer Service issues that you have had. I will feed back so that this can be addressed but if you need anything else from us guys just give us a shout on here and we should pick up on it.

[#4]

Thanks Will, appreciate the contact, I will continue to hope of course to receive a customer service call to sign off the fault, and to extend PN apologies for the delay etc but just to feedback my predominent experiences: 

• The help bot, was totally inconsistent and didn't not generate a call back on multiple occasions when it did prompt a call back ....
• Having to repeat the same issues time after time serves little purpose save to waste PN's time and the customer, a ticket number or reference might save everybody time. Also if the notes had been better then PN customer service reps would be better briefed to respond to customers and would save time for everyone.  
• When i did speak to PN and was promised a call back which did not happen that is simply unacceptable practice,  if PN say they will call, they should call back to update, doesn't matter if no change but if you set an action to deliver something (a call) their is an expectation for the customer to received that . Not to fulfil an action/call is basic customer service error and poor practice at best. 
• When i had sight of the ticket notes the messages scribed by PN team members were of poor quality, empty of detail, some incomplete and I saw inaccuracies which serve no purposes when trying to follow coms and identify problems,  it perhaps is a training issue but accurate contemporaneous notes are essential to achieve a prompt resolution of problems.
• lastly OR visited twice: one engineer was dismissive, unhelpful and did not complete his line checks and left us having disconnected my landline. The next engineer spent most of his day working back from the master socket, though the various network cabinets and then at the exchange. he also repaired the damage the first engineer had caused to the wiring apologising for the inconvenience caused. The two engineer visits could not have been more different.

 Thanks again Will.  

[#5]

Thanks for the extensive feed back! This is being put into an email as we speak so that we can find out the failures of what's gone on! It's always helpful when customers like yourself break it down like that so that we know where to improve.