topic Re: No Internet for 10 days and counting in Broadband

No Internet for 10 days and counting

nicolegreen89 — Mon, 28 Feb 2022 20:20:17 GMT

I've had a complete loss of internet for 10 days now...and counting, still no sign of it coming back or any contact from Plusnet.
The last time I asked for an update the response from plusnet in their message was "as advised" previously there was an issue - nice to know that asking for an update on a service you're paying for and not receiving is an annoyance! They then went on to give a later fix date than the one originally given, doubt I would have been told anything about this new date if I hadn't contacted them.
The new date has now also passed and no internet or any contact/update from Plusnet.
Members of the forum - can you give any tips for getting Plusnet to take a complete loss of service seriously?
Plusnet staff - please can I have an update?

Re: No Internet for 10 days and counting

bwatkins — Mon, 28 Feb 2022 21:55:14 GMT

I've had the same problem in the past. In my case it took them 10 days to report the fault with BT. Plusnet don't do anything proactive. They log the fault in their system which is supposed to automatically notify BT but regularly doesn't, then they ignore it until you contact them. If you've heard nothing it's safe to assume they have done nothing.

Unfortunately Plusnet have recently changed their website to make it more difficult to contact them. Presumably because they provide such an appalling service they couldn't keep up with the complaints.

You could try Twitter. I managed to contact a competent member of staff through their Twitter account who actually knew what they were doing. You could also call them by phone on 0800 432 0200 (wait half an hour in the queue) then ask to speak to a senior member of staff. And you could try making a written compliant (try this: https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38)

Re: No Internet for 10 days and counting

Townman — Tue, 01 Mar 2022 09:14:54 GMT

What details were provided by Plusnet?

Is this connected with BT Openreach multiple user outage?

In some areas BT Openreach is stretched beyond capacity repairing storm damage. Storm Eunice Strikes and Causes Damage to UK Telecoms Networks - ISPreview UK

"Our teams will be working throughout the weekend so we’ll get all of our customers reconnected as quickly as possible, but it won’t be easy. Some services will take longer to fix than others, especially if they require road closures, specialist equipment or safety measures, so we thank everyone in advance for their patience and understanding."

In such situations far too often, there are no updates provided by BT Openreach to any ISP. Once BT have said "Next update in X days" there is next to zero point an ISP chasing the matter - they will simply be told "Go away until X days have passed".

@Gandalf can you please advise here?

Re: No Internet for 10 days and counting

SammyM — Tue, 01 Mar 2022 11:23:58 GMT

Hiya @nicolegreen89,

I'm really sorry for the level of service you have received, I can assure you that this not the service we aim to provide as a company and I really want to turn this around for you.

Therefore I am placing the complaint in my personal pool and I will keep you updated.

Currently our suppliers have advised that they will provide an update of either the outage is resolved or that there will be a new estimated update time.

It looks like there is more work that is required and they have provided an the next update as on the 9th March by midnight. I have provided more detail on what will happen next on the ticket here.

@bwatkins It was myself that spoke to you on twitter and I was really please I could help and that our faults team kept you updated.

I want to assure you that I have taken both your feedbacks on board and passed it to the relevant team as this is an area we can improve on.

Re: No Internet for 10 days and counting

SammyM — Fri, 11 Mar 2022 14:54:04 GMT

Hiya @nicolegreen89,

I have updated the ticket for you, please can you get back to me on the ticket so that I can progress it to a resolution.

Re: No Internet for 10 days and counting

nicolegreen89 — Sat, 12 Mar 2022 11:57:33 GMT

I've replied to the message and had no response.

My router is turned on, I've tried the factory reset and even good old turning it off and on again. It's still showing as connected without Internet, so whatever the issue is, it's still ongoing.

This evening will be 22 days without any Internet connection.

I asked about leaving and was told I would have to pay you £60 to leave, despite not having any internet for over 3 weeks now.

Let this be a warning to anyone reading this, if this happens to you, this is what you can expect.

Re: No Internet for 10 days and counting

Townman — Sat, 12 Mar 2022 12:09:51 GMT

Have you logged into the router and checked the WAN connection settings? Does it show your user name there?

Does the router report a connection speed? If yes, then you are connected to the exchange, but I would suspect that after the router reset, the account details have not updated properly.

Re: No Internet for 10 days and counting

nicolegreen89 — Sat, 12 Mar 2022 14:35:53 GMT

When I log onto the router there is a message in red text saying "Your broadband is down. Wait 10 minutes. If you still can't connect please see page 10 in your router user guide".
How do I check the WAN connection settings? When you say username - do you mean the username I log onto plusnet with or the name of the WiFi network or something else? How do I know if the router is reporting a connection speed - just a normal online speed test?
Sorry this is new to me!

Re: No Internet for 10 days and counting

Townman — Sat, 12 Mar 2022 15:01:30 GMT

Take a look here - How to Set-Up your New Plusnet Router | Help | Plusnet

Re: No Internet for 10 days and counting

nicolegreen89 — Sat, 12 Mar 2022 15:09:23 GMT

I just had a look at that but it doesn't help with any of the questions above

Re: No Internet for 10 days and counting

SammyM — Mon, 14 Mar 2022 15:02:53 GMT

Hiya @nicolegreen89,

We need to send an engineer and I have updated your ticket with further detail here.