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.

Re: Broadband down - how long?!

Davidspeers — Tue, 26 May 2026 10:11:13 GMT

Sorry to resurrect this thread, but thought I'd update you.

I didn’t have a permanent working broadband until a week after I reported it. It came back up for a few hours a couple of times, but went down again. Judging by the number of BT vans outside, it must have been quite an issue, so I accept it was not Plusnet's fault. However, I am to receive no compensation. It first came back up after 4 days, but that included a weekend, so that rules me out. The fact that it briefly came back a couple of times also precludes me from getting any money back. So Plusnet have said I am not liable for anything even though I was effectively without a useable service for a week.

I accept the rules are in the ISP's favour but is it worth complaining?

What happened to the Plusnet I first signed up with?

Re: Broadband down - how long?!

corringham — Tue, 26 May 2026 12:14:20 GMT

Personally I always feel it is worth complaining. My (maybe rather warped) view is that if a company won't pay compensation where I feel it is due, I can cost them at least as much by going through the complaints process. Quite often making a one off offer costs them less overall, and can minimise bad publicity.

Re: Broadband down - how long?!

Davidspeers — Tue, 26 May 2026 12:33:57 GMT

Thanks. Not sure Plusnet cares much about bad publicity anymore.