Why So Many MBORC (Matters Beyond Our Reasonable Control) Declaration

[#1]

They definitely dont have a bigger say with Openreach.

However they do seem to be hiding behind MBORCs as an excuse for delay in CS.

I tried to ring up yesterday due to having a PN profile of 68Mbps that didnt update despite my IPprofile changing about 4 days ago.  MBORCs were given as an excuse for delays.  I had two phone batteries die on me before anyone answered which was annoying..  so had to then wait for online chat.

Wish I could have just raised a ticket rather than wait in total of over 2 hrs to get though to someone.  - Granted it wasnt PNs fault my batteries werent fully charged, but then again if call waiting times werent approaching an hour and they answered more promptly then it wouldnt have been an issue.

There always seems to be some excuse for long CS delays, wasnt it supposed to get better after the Leeds call centre was opened.

[#2]

Yes Kitz , we were all told with the NEW  Leeds call center wait times will improve HOW long ago was that ?

https://community.plus.net/t5/Plusnet-Blogs/Plusnet-to-open-second-site-in-Leeds/ba-p/1321043

and everyday since then we get promises ,, unfortunately promises don't mean anything from PN 

[#3]

I saw in another thread that it now takes five (YES FIVE) days for a fault to be picked up

This is totally unacceptable and MBORC have sod all to do with it

[#4]

Agree Jim   3  weeks ago 16/9/ 16 i belive the first MBORC

PN can make loads of excuses why no other ISP dont show MBORC , its not even on BT status page

The more and more i ask Mr Google it still comes up with PN are the only one,s declaring .

OK there may be still some areas affected BUT the repair time should be back to normal now , Or is it just PN hiding behind it

[#5]

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.

[#6]

I agree, all the other ISP's manage in a bit of rain and wind. I could understand if it were hurricanes like other parts of the world.

Or is it PN being honest and telling all that their owners BT can't cope with a bit of rain & wind?

[#7]

Regarding hiring/training new fault engineers - this is, I am afraid, typical of Plusnet

You never plan recruitment ahead of demand but are always in catchup mode despite many assurances to the contrary

It appears to me, as an outsider, that you are running the organisation on a shoestring so that you can offer really silly prices to match the LLU competition

I am happy with the prices I negotiated but given that, if my line (phone or broadband) goes down, I will be faced with a period of at least a week with no service I will certainly be looking at other options given that I don't have a mobile option (really lousy signal)

[#8]

Anoush PN hasnt had the resources for the past 5 years they have been recruiting and have promised US the customer better service , BUT all we get is same old SORRY , or give us time we will get there

We have heard it all before ,,,,   so its about time we saw some action instead of words !!!! 

                       PLEASE

[#9]

Any Update as to when or IF the present MBORC has been lifted ?

[#10]

We post the updates to here and here. Believe that they have recently been lifted.

[#11]

MattyC Cheers   so are we back to normal repair wait times now ?  or still 5 days

[#12]

Thanks for the updates,

But to be fair what you are telling us, PlusNet does not do any of its customers “Proud!” As you have no resources, no funding to make improvements, no staff to support your helpdesks and always blame someone else for the issues.

Is that about right?

Why not spend the money you would normally spend on the very expensive TV adverts, on making the improvements to both Staffing, the overall Network and customer service.

[#13]

Now there,s a Idea PN ,, Hold the Tv adds for a while and sort staffing out !!

[#14]

@MattyC Ask you managers to read all the negative feedback in the forums, and see if they can come up with some new ideas on how to offer better customer care.

Your managers need to sit around a table with their managers and get some plans into action.

[#15]

1st idea: Don't bother announcing MBORCs or even any planned maintenance or anything like that, because some people will interpret it as Plusnet being bad.