Plusnet launch SMS update service for faults

Article posted by Liam on Wednesday, 28-Jun-2006 16:22 PM

From tomorrow, customers reporting a broadband fault will be able to stay updated on the progress with automated SMS (Text) messages sent at various stages of the fault investigation.  This feature will be made available to customers of Plusnet, Force9 and Free-Online.

Messages will be sent when the following actions occur :
  • Scenario 1 - Requesting appointment - When BT diagnostics confirm they require an engineer to visit the premesis;
  • Scenario 2 - Confirming appointments - When an engineer appointment is confirmed with BT;
  • Scenario 3 - Request for Retest (Fault Cleared) - When BT believe they have cleared the fault and a retest is required to confirm;
  • Scenario 4 - Need to power up - In the event of a faliure of the "Woosh" diagnostic tool, a text message advising the customer to power up their equipment will be sent.
The mobile number used will be the one registered to your account, and can be adjusted via the portal.  Customer Support Agents will also be asked to check / update this information when faults are reported via the Support Centre.

Whilst the Usergroup see this as a welcomed move to keep the customer informed on the progress of faults, we have challenged Plusnet as to why Metronet Customers have not been included on this occasion.  Any update we receive will be posted here.

This functionality is part of a wider plan to improve the Customer Support provision offered by Plusnet.  To find out more, or to discuss this development, visit the PUG forums now.

UPDATE : Plusnet have informed us that due to the nature of the integration between Plusnet and Metronet systems, this facility will take longer to implement and make available to Metronet customers. This is in the development stack, however, and Plusnet hope to roll it out to the Metronet portal in due course.
Article last edited on Monday, 20-Aug-2007 20:17 PM