topic Re: Broadband down - how long?! in Broadband

Broadband down - how long?!

Davidspeers — Thu, 16 Apr 2026 13:51:51 GMT

My broadband's been down this morning. The text bot has told me that it's a problem in the local area and it should be fixed by the 21st April. I accept that faults can happen but 5 days to repair it? Just as well I have a backup ISP.

On top of the Greenby fiasco, this is another nail in the coffin for my long standing support of plusnet.

Re: Broadband down - how long?!

jab1 — Thu, 16 Apr 2026 14:06:31 GMT

That fault sounds like a BTOR network fault, and nothing to do with Plusnet.

Re: Broadband down - how long?!

corringham — Thu, 16 Apr 2026 14:15:21 GMT

Even it it is an OR fault it is still something to do with Plusnet - Plusnet are charging for a broadband service, Plusnet could have to pay compensation, Plusnet can talk to OR while the OP can't. It is Plusnet's problem to resolve.

Re: Broadband down - how long?!

pvmb — Thu, 16 Apr 2026 14:19:50 GMT

...But, if a network problem, it is only Openreach who can resolve it. However much talking Plusnet do.

Re: Broadband down - how long?!

jab1 — Thu, 16 Apr 2026 14:19:35 GMT

@corringham It is, but as we have seen numerous times on here, even if PN ask what is happening, the standard response from OR is 'wait until we tell you'.

Re: Broadband down - how long?!

MisterW — Thu, 16 Apr 2026 14:30:07 GMT

Plusnet can talk to OR while the OP can't. It is Plusnet's problem to resolve.

It would seem they have communicated with OR, hence the text bot quoting the 5 days estimate. However AIUI OR will not allow ISPs to raise individual fault calls where an area outage exists.

Plusnet could have to pay compensation,

Plusnet will have to pay compensation as defined in the Ofcom compensation scheme. The text bot should have created a ticket on the account starting the fault 'clock'. Once the fault is rectified then any compensation due will have to be manually applied because there is no OR fault call logged.