No dual tone

[#1]

Have sent you a PM LyndonE. Worth a try

[#2]

Hey @LyndonE,

I am sorry to hear about your long on-going fault after reviewing the fault reports from Openreach and the case-handler. The current problem lies with the Openreach Exchange team, where the fault is currently stuck. Our case handler has escalated the issue internally to get an update. Once we receive more information, our Customer Assist Team will be in touch.

While I understand it is not ideal to have this fault ongoing for 4 weeks, we are unable to expedite this process and we are just waiting for the case handler to be in touch however this fault has resulted in a total-loss of service which you will eligible for automatic compensation for the total-loss of service

[#3]

@Marsh Just out of interest is the 'case-handler' at Plusnet or OR? It will be interesting to see the explanation as to why it has taken 4+ weeks to resolve this case - as I have said above it appears to only be affecting one customer, unless PN have only that one customer at that exchange.

[#4]

Oh sorry @jab1 if I wasn't clear the case-handler managing the fault is within Openreach.

 It will be interesting to see the explanation as to why it has taken 4+ weeks to resolve this case

It should not have taken this long the main reason for the delay is it has been stuck with the exchange team within OR and it has been raised internally by the case handler for an update.

as I have said above it appears to only be affecting one customer, unless PN have only that one customer at that exchange.

We have not been informed of it affecting any other of our customers on that exchange.

[#5]

Looks like the handles have fallen off the case, then. 😄

[#6]

It’s been stuck at the exchange from day one, I don’t know any other decent business who would look for a fault and doesn’t carry it through and fix a problem within this amount of time, it’s probably the ‘ only ‘ one customer is affected attitude with no recourse when it’s not fixed. Not the way to conduct business. Plusnet need to take ownership also of why it’s taken so long to sort out as escalating it way too late and
just accepting what open reach are telling
them…If I owned a business with this attitude I’d be embarrassed. It’s such a shame this is being seen more and more in this country.

Lyndon

[#7]

Sadly, @LyndonE OpenReach are a law unto themselves - you will often find in my replies to topics which refer to Openreach that I also put 'GPO Telephones' because the attitude of them has not changed from that of the said organisation - basically, 'sod the customer/end-user, we'll work in our own sweet way at a pace that suits us'.

Plusnet in this case are OR's customer, and cannot get them to work any faster/more efficiently.

[#8]

When there appears to be “nothing more you can do” and have waited this long, an email to the CEO of BT Openreach will reach levels of escalation which are not available to ISPs.

BTOR can dictate to ISPs the scope and limits of escalation. They cannot do the same to end users!!

This needs to go to BTOR DSO.

[#9]

I agree totally, @Townman . However, as always (to my mind anyway) it raises the question as to why OR are still permitted to work in this antiquated, frustrating manner. I know it appears to me that the procedures they impose on their customers - the ISPs  - appear to be designed to be as frustrating as possible, and are getting sillier by the day.

[#10]

The latest is its expected to be repaired in next 48hrs( heard that before) Openreach refused it to be escalated to what they call stage two complaint, bit cheeky I thought seeing its taken 5 weeks so far.. I have CEO’s email so will msg him if they havnt sorted this time.