topic Re: Been without internet for over a week in Broadband

Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 16:54:35 GMT

I wonder if someone can help since I've rung you guys everyday to no avail. My internet hasn't been on since weds the 19th when it suddenly went out. I have been told every day something different yet today I was told it will be fixed by 3pm. It's no 6pm and it still isn't on. I was due for a full fibre upgrade which was cancelled due to ongoing fault as well. So now no idea when either will return. How is this acceptable? Every time I call the blame is passed on to openreach and it's always wait until tomorrow, wait 2 days etc. Considering how long this has been going on and the variety of responses I have no faith it will be fixed at all. Nor that the upgrade to full fibre will continue or I'll have to wait another 2 weeks for that. Can anybody help and give me a straight answer as to why it's not working and what is going on.

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 16:56:15 GMT

I'm beginning to lose my patience now. Been with Plusnet for about 4 years and never had a problem but this now is beyond a joke

Re: Been without internet for over a week

jab1 — Thu, 27 Jul 2023 17:05:29 GMT

@Kimcopeland Welcome to the forums. I'm not connected to Plusnet in any way, other than being a long-time Community member, so can only offer advice based on that experience.

What reason were you given for the initial failure? The upgrade should progress once the initial fault is corrected - sounds like an Openreach network failure to me, but I may have to revise that thought based on your reply to my initial question.

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 17:10:53 GMT

Thanks for your reply. There was no reason initially until this morning a lady told me that it was switched off at the exchange and it will be back at 3pm. Then at 5 I called back and the person I spoke to had no idea why there was a fault and opened another ticket to openreach. No idea if that is the case it was switched off and if so why and why can't it be switched on. Surely it doesn't take over a week for that. On the date it happened they said 2 days and then the day after they said 5. It's just always getting pushed back with no definitive answer

Re: Been without internet for over a week

jab1 — Thu, 27 Jul 2023 17:19:30 GMT

OK. So when you reported the fault initially, what reason did they give you then? The reply you got this morning doesn't make sense - I assume you are/were on Unlimited Fibre/unlimited Fibre Extra, which doesn't really involve 'exchanges'.

I understand you are understandably annoyed - as I would be, but a clear concise history and timeline may give me some clues as to what to suggest.

From your initial post, I get the impression you have placed an order to move to Full Fibre?

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 17:29:37 GMT

They didn't give an explanation for a fault to begin with. On weds they said they will contact open reach. I was told it will be 2 days. On the second day I contacted again, and the guy had no idea and opened another ticket to open reach and said it will be five days and he will contact me after that. He didn't. Today I was meant to receive the upgrade to full fibre where an engineer comes out and installs whatever is needed. Called them today and inquired to see if it was still due and they no it's been cancelled because there is an ongoing fault. That's when they said it was switched off at the exchange and a specialist team has informed them it will be back by 3pm and at 3:30pm the lady will check and get someone to call me. Well nobody called and it wasn't fixed. At 5pm I called again and the fact it was meant to be fixed by 3 was ignored. As was the supposed fault being it was turned off at the exchange. I was told to wait until tomorrow morning to see what's going on. No doubt I won't receive a call though and it wont be fixed. They're the facts, every phone call in-between was just the usual telling me to wait and they have no idea what the fault is.

And yes that's correct full fibre was booked for today.

Thankyou for your time

Re: Been without internet for over a week

jab1 — Thu, 27 Jul 2023 17:37:38 GMT

OK, Kim. This sounds like another in a depressing line of mis- or non-communication between PN, OR and the customer. Unfortunately, as a mere Community member, there is little more I can do but I will tag a Super User, who has a slightly more direct line of communication with the company.

@MisterW - thoughts?

Re: Been without internet for over a week

MisterW — Thu, 27 Jul 2023 18:03:40 GMT

Something is not right here, I'm suspicious of the fibre install having been pushed back ? There's no reason why a copper fault should affect it. I'm going to try escalating to get a Help team member to look over this and sort out what's really happening.

Re: Been without internet for over a week

jab1 — Thu, 27 Jul 2023 18:05:48 GMT

Thanks, @MisterW . 👍

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 18:26:52 GMT

Thanks to both of you. What someone said to me to today in the tech team was that even if they came to do the upgrade I'd still have no broadband because of the fault. Hence they cancelled the upgrade. What's annoying is they never told me and I booked the day of work. I have no idea what is going on to be honest. The lady this morning made it seem as though it was as simple as flicking a switch

Re: Been without internet for over a week

jab1 — Thu, 27 Jul 2023 18:29:33 GMT

Now this has been picked up by an SU and flagged to the help team, you should see some positive action being taken, but it may not be until tomorrow.

Re: Been without internet for over a week

MisterW — Thu, 27 Jul 2023 18:38:23 GMT

What someone said to me to today in the tech team was that even if they came to do the upgrade I'd still have no broadband because of the fault.

that doesn't make sense! The full fibre infrastructure is completely different to the copper based one, so unless there's a major outage In the area, a fault in one won't affect the other! Either way , cancelling the fibre install doesn't make sense....

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 18:41:05 GMT

Appreciate it. I've waited over a week already haha another day isn't a surprise.

Re: Been without internet for over a week

Dan_the_Van — Thu, 27 Jul 2023 18:42:55 GMT

I'm wondering if this a 'Fibre' (SOGEA) installation rather than Full Fibre, as this would explain the copper connection issue?

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 18:43:46 GMT

That's what I thought initially but several members of staff have said they couldn't do the full fibre upgrade because of an active fault and the guy this morning said just that. It won't work anyway even if they came out so it was cancelled without my knowledge

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 18:44:51 GMT

Whatever the fullfibre 900 is, is what I expected to be installed today

Re: Been without internet for over a week

jab1 — Thu, 27 Jul 2023 18:48:39 GMT

@Kimcopeland Have actually ordered a Full Fibre upgrade? OK- thanks for confirming.

@Dan_the_Van - it is a Full Fibre upgrade!

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 18:54:49 GMT

Yes it is fullfibre I was expecting. The 900mb one for 44.99. I'm currently on only unlimited fibre I believe?. Using dsl. I have the new router already however obviously it won't work, what I thought was maybe it was deactivated in anticipation of the upgrade, just a week early? I don't know how it would work so forgive me. I have spoke to my friends who are local and also Plusnet and theirs work fine.

Re: Been without internet for over a week

MisterW — Thu, 27 Jul 2023 19:02:30 GMT

, what I thought was maybe it was deactivated in anticipation of the upgrade, just a week early?

was the full fibre install originally planned for that date by any chance ?

When a FF install is ordered, theres a corresponding order placed on hold to cease the landline. This order is automatically released when Openreach mark the FF install as complete. They have been known to do that in error !!! Not saying that's what's happened here , because I don't have access to any account or order details, but it's a possibility ?

Re: Been without internet for over a week

Kimcopeland — Thu, 27 Jul 2023 19:06:11 GMT

The full fibre was planned for 2 months ago but never came until I contacted again in which they said the 27th is the date an engineer will come round.
Also I don't know if it helps but I can still use my landline to make and receive calls. Just the internet went about over a week before this date suddenly. I just assumed it was connected.