topic Re: No contact from plusnet in Everything else

No contact from plusnet

pauldobson6 — Sun, 31 Oct 2021 09:09:46 GMT

Now been waiting 84 hours for plusnet to get intouch re fault on phone line. Have no phone or Internet working, all
Cables checked asdl filter changed, phone checked all OK, phone displays message check phone line.
Reported it 27th told be back by 1800 27th still waiting and unable to get any response or update from plusnet.
In the middle of dealing with mothers death a week ago sorting out estate etc sorting funeral etc having to spend time a friends, family and even having to pay and waste precious time at Internet cafe and local library to sort out.
For a company that advertises on tv about its customer support its quite appalling.
Also unable to access heating controls, amazon Disney + and netflix subscriptions.

Re: No contact from plusnet

Gandalf — Sun, 31 Oct 2021 15:10:40 GMT

Hi @pauldobson6

I'm firstly sorry for your loss, please accept my sincere condolences during what I know to be a very difficult time which is likely going to be harder because you haven't got a phone or broadband service to sort things out from.

I can see this morning we've booked an engineer visit however upon checking to make sure the engineer's confirmed with Openreach, I can see our suppliers have cancelled the appointment because they're already aware of a problem in your area they're working to get to the bottom of as soon as they can.

I've however though re-raised a fault with Openreach just to be certain and we've received the following message "Line impacted with Major Service Outage". We'll continue to monitor via the support ticket on your account Here and we'll provide an update as soon as we know more.

Feel free to post back though if you do need further help.

Re: No contact from plusnet

pauldobson6 — Wed, 03 Nov 2021 10:41:12 GMT

Hi Gandalf, is there any update from bt on this as it is now over a week and still no land line or internet

Re: No contact from plusnet

Gandalf — Wed, 03 Nov 2021 13:39:39 GMT

Hi @pauldobson6

I'm sorry to see your service doesn't work still.

I've chased this up with our suppliers helpdesk and I've been advised that the major service outage is still ongoing which is affecting around 347 other people.

Engineers are working around the clock to restore the service as soon as they possibly can and we've been advised we should know more by Monday next week.

Really sorry for the inconvenience.

Re: No contact from plusnet

pauldobson6 — Mon, 08 Nov 2021 08:06:05 GMT

Hi Gandalf, well its now day 13 without any phone or Internet, is there some news about what is happening.

Re: No contact from plusnet

LaurenB — Mon, 08 Nov 2021 12:02:57 GMT

Hiya @pauldobson6, I'm really sorry for the length of time this has been ongoing.

I have contacted our suppliers and have been advised the outage is now resolved but further work needed on your line externally.

We have been advised that we can expect an update on this tomorrow. I'm really sorry that you are still without service in the meantime and for the continued inconvenience caused by this.

Re: No contact from plusnet

pauldobson6 — Sun, 14 Nov 2021 13:39:52 GMT

Just to let you know I am still without internet and land line, is there any update please?
My neighbour had their land line restored over a week ago.
Thanks
Paul

Re: No contact from plusnet

adam945 — Sun, 14 Nov 2021 16:26:54 GMT

Hey @pauldobson6

Thanks a lot for reaching out and I'm really sorry for the inconvenience that this fault is causing. It's gone on for quite a while now. Our suppliers sent through what we call a Clear Notification on 08/11/2021, advising that the fault was now resolved. We had three days to confirm this on our end before the fault was then closed. As we didn't respond, due to our Tech Support Team not chasing this up with you, the fault then closed.

Tests on the line this afternoon have shown that the broadband circuit is still out of sync, and my phone line test could not complete either, so I've raised a new fault with our suppliers, and have update the open support ticket on your account.

All being well, our Tech Support team should pick up this ticket this coming week, and will advise you on what's being done to rectify the ongoing issue.

Thank you for your continued patience.

Re: No contact from plusnet

pauldobson6 — Mon, 15 Nov 2021 14:55:17 GMT

Thanks for update, I know most of this outage is beyond your control, but will there be any recompense, refund or goodwill gesture for the issues caused and total loss of service?
Thanks
Paul

Re: No contact from plusnet

adam945 — Mon, 15 Nov 2021 17:30:44 GMT

Thanks a lot for getting back to us.

I've just reviewed the fault that I re-raised yesterday and can confirm that your service is being affected by a Major Service Outage. We don't have a timescale for a resolution just yet, but Openreach are aware of the issue and will be working to resolve it as soon as possible.

In regards to a gesture of goodwill, there's an open complaint on the account, so once we can see that you're back up and running, our Technical Support Team will asses how long the fault has taken to resolve, and will be in touch to discuss a resolution to the complaint.

Re: No contact from plusnet

pauldobson6 — Sat, 20 Nov 2021 09:41:34 GMT

It's now 25 days and still no Internet or land line, is there any more update on this please

Re: No contact from plusnet

LaurenB — Sat, 20 Nov 2021 13:16:59 GMT

Thanks for getting back to us @pauldobson6, I'm truly sorry for the length of time you have now been without service and for the lack of updates received.

I have contacted our suppliers today for you and have updated the ticket with the latest information we have.

I am really sorry for the continued inconvenience caused.

Re: No contact from plusnet

pauldobson6 — Mon, 29 Nov 2021 12:37:58 GMT

So far still no phone line or Internet, any more update please?

Re: No contact from plusnet

TheMightyAJ — Mon, 29 Nov 2021 16:58:51 GMT

Hi @pauldobson6,

I'm really sorry to hear that you're still experiencing issues with the service. I've had a look for an update this afternoon and whilst one isn't available just yet, reports indicate that work is being carried out on the case at some point today. Once the update becomes available our faults team will be in touch as soon as possible to discuss this case further. Please accept my deepest apologies for any inconvenience caused in the meantime.

Re: No contact from plusnet

pauldobson6 — Sat, 04 Dec 2021 13:27:08 GMT

Is there any update on this please, still without land line, Internet, broadband etc.

Re: No contact from plusnet

adam945 — Sat, 04 Dec 2021 17:04:03 GMT

Hey @pauldobson6

Thanks a lot for reaching out again and I'm sorry to see how long it's taking to get you back online. We haven't really heard much from Openreach regarding this issue since 23/11/2021, when an engineer went out to find faulty tie pairs at the exchange, caused by a recent fire.

I've just been in touch with Openreach who have escalated the matter to the relevant team on their end to provide us with a further update on this. We've been asked to review back on 07/12/2021.

Thank you for your continued patience @pauldobson6

Re: No contact from plusnet

Townman — Wed, 08 Dec 2021 09:15:37 GMT

In the circumstances the standard BTOR “wait another 72 hours” is wholly inappropriate.

Is this with the DSO? Is this being dealt with as just a fault after fault job, each fault being processed as a “normal fault”?

It ought to be seen as a significant BTOR failure being dealt with by someone fully owing the issue with priority. If the issue is now thought to be in exchange tied pairs … how could the external engineer have deemed the circuit was functioning correctly previously?

This will not do!

Re: No contact from plusnet

pauldobson6 — Thu, 09 Dec 2021 08:11:34 GMT

What is latest update on this issue please, as there was supposed to be an update on 7th but I have not been informed of any as yet and still without broadband, Internet and, landline. It seems that I have to keep chasing for updates as plusnet aren't informing me

Re: No contact from plusnet

LaurenB — Thu, 09 Dec 2021 11:19:48 GMT

Hiya @pauldobson6, I am really sorry for the lack of updates that you have received on this fault and for the length of time ongoing.

I am just in the process of contacting our suppliers for an update and requesting that this is escalated. Once I have a further update, I will update you.

Re: No contact from plusnet

pauldobson6 — Thu, 09 Dec 2021 11:33:05 GMT

Thank you, but for plusnet a company that is owned by BT and a problem with Openreach also owned by bt, this is now turning into a joke