topic Re: Phone Line Down in Broadband

Phone Line Down

caesarsmum — Wed, 08 Sep 2021 19:26:11 GMT

The phone line to my house was ripped out on 06/07/2021 due to someone knocking the telephone pole down. Is there anyway to get an update on the repair as I am not only paying for my broadband, most of which is line rental, and having to pay for more data on my mobile due to not having broadband.
Thanks

Re: Phone Line Down

jab1 — Wed, 08 Sep 2021 19:48:32 GMT

@caesarsmum Welcome to the forums. I would imagine BT would replace the pole and associated cabling fairly quickly - it probably serves more houses than just yours. However, this needs staff involvement as I doubt Openreach will talk to you directly.

Re: Phone Line Down

Mustrum — Wed, 08 Sep 2021 21:07:55 GMT

The first question to ask, have you reported a fault, and then if so have you looked at the tickets in the member centre?

If not, why not?

Re: Phone Line Down

TheMightyAJ — Thu, 09 Sep 2021 14:26:32 GMT

Hi @caesarsmum,

I'm sorry to hear that you've been experiencing these issues. I've had a look into the account and we can detect that there is an external fault on the line, which I've raised to our suppliers now. I've logged a ticket on your account concerning this, which can be accessed here.

Re: Phone Line Down

caesarsmum — Thu, 09 Sep 2021 17:19:24 GMT

Thanks for looking into it. I knew Openreach were of the issue but you can't seem to find anywhere with updates as to when they plan to fix it.

Re: Phone Line Down

caesarsmum — Thu, 09 Sep 2021 17:22:21 GMT

No I hadn't reported to PlusNet as I knew Openreach were aware that the pole had been knocked down, and the issue wasn't with Plusnet. My question was more around there being a way to get updates as to when it would be fixed from Openreach, similar to the way you can see updates regarding other utility outages.

Re: Phone Line Down

jab1 — Thu, 09 Sep 2021 17:35:58 GMT

Sadly, @caesarsmum , you, as a private individual can't communicate with Openreach directly, and to put it politely, they work to their own schedules, but as I pointed out this type of repair is usually fairly rapid, unless it involves having to close roads etc., which involves your local council and how fast they respond to utility requests for such work.

Re: Phone Line Down

Gandalf — Sun, 12 Sep 2021 15:37:15 GMT

Hi @caesarsmum

We'll keep you updated as soon as we know more via the support ticket that Alex has raised.