topic Re: How to escalate a fault in Broadband

How to escalate a fault

johnldunn — Mon, 01 Jul 2024 19:12:01 GMT

Is there anyway to escalate a fault? We have been without any ADSL broadband service for a month and Plusnet and Openreach don't seem to be making any progress in resolving the issue. (Router displays steady orange).

Re: How to escalate a fault

jab1 — Mon, 01 Jul 2024 19:21:17 GMT

I imagine you have a fault open for this - you already have two other topics on this subject, one of which you have not replied to a question from @MisterW on?

Re: How to escalate a fault

johnldunn — Mon, 01 Jul 2024 19:28:15 GMT

Yes l do have a fault open. For a month, but still no broadband.

Re: How to escalate a fault

jab1 — Mon, 01 Jul 2024 19:29:53 GMT

So what have PN said on that fault ticket?

Re: How to escalate a fault

johnldunn — Mon, 01 Jul 2024 19:40:50 GMT

Most recently that another round of openreach work has been done and to do a factory reset. But yet again it hasn't fixed the issue. We have been going round in circles for a month. New router, new master socket , engineer visit, other openreach work.... nothing seems to be working. Ticket currently back with advisor, but have heard nothing today. Getting very fed up with it.

Re: How to escalate a fault

jab1 — Mon, 01 Jul 2024 19:46:42 GMT

My only suggestion is to raise an official complaint: https://www.plus.net/help/legal/complaints-code-of-practice/ , although if OR are working on it, there will be little PN can realistically do.

Re: How to escalate a fault

johnldunn — Mon, 01 Jul 2024 19:52:18 GMT

Thanks, but yeah, the reliance on openreach is the weak link. Think l will be looking at Truespeed soon if l don't get it fixed soon. They have just installed in my road, are based in my home city and l can talk to someone face to face. I'll give it another week or so.

Re: How to escalate a fault

jab1 — Mon, 01 Jul 2024 19:59:20 GMT

If 'Truespeed' are available to you (and they appear to use the OpenReach network -do you have FTTP available if you check here ?

Re: How to escalate a fault

johnldunn — Mon, 01 Jul 2024 20:18:29 GMT

Apparently not

Re: How to escalate a fault

jab1 — Mon, 01 Jul 2024 20:20:28 GMT

OK.

Re: How to escalate a fault

jab1 — Mon, 01 Jul 2024 20:45:25 GMT

@johnldunn Looking further into Truespeed, they appear to be an altnet, so I suspect they use their own infrastructure. They appear to have been part of the CDC initiative, but failed to complete their commitments, so the contract was terminated. Presumably, they have managed to overcome this - their website appears to show they are 'good'.

Re: How to escalate a fault

Anunnaki — Mon, 01 Jul 2024 21:17:04 GMT

Assuming @johnldunn lives somewhere in the map area below (link here)

by toggling the tick boxes for "TrueSpeed FTTH" and "Openreach native FTTP" you can see they exist in non-overlapping areas, also toggling "Virgin Media" shows a large area covered, and "OFNL FTTH" is in small patches

Re: How to escalate a fault

johnldunn — Mon, 01 Jul 2024 22:00:01 GMT

Post code is BA2 1HR

Re: How to escalate a fault

Anunnaki — Mon, 01 Jul 2024 22:16:16 GMT

That postcode has TrueSpeed and Virgin, both up to 1Gbps, but Openreach doesn't have full fibre there yet.

Re: How to escalate a fault

johnldunn — Tue, 02 Jul 2024 09:47:54 GMT

The complaint procedure appears to simply be to contact customer support to raise a fault which of course l have already done.

Surely there should be a separate complaint procedure?

Re: How to escalate a fault

Anunnaki — Tue, 02 Jul 2024 09:57:06 GMT

@johnldunn wrote:

... Think l will be looking at Truespeed soon if l don't get it fixed soon. They have just installed in my road, are based in my home city and l can talk to someone face to face. I'll give it another week or so.

@johnldunn - How many months do you have remaining on your current Plusnet contract ?

Re: How to escalate a fault

RealAleMadrid — Tue, 02 Jul 2024 09:59:12 GMT

@johnldunn Use the complaints code of practice link at the bottom of every page

Complaints code of practice

EDIT : this is a better link https://www.plus.net/help/legal/complaints-code-of-practice/

Re: How to escalate a fault

johnldunn — Tue, 02 Jul 2024 09:59:38 GMT

I am out of contract

Re: How to escalate a fault

johnldunn — Tue, 02 Jul 2024 10:05:07 GMT

Yep, have looked at that complaints page and can't see that it is any different from raising a fault.

Re: How to escalate a fault

mystreet1 — Tue, 02 Jul 2024 10:46:55 GMT

@johnldunn

I would edit your post with your postcode in it, narrows you house down to 20ish properties.