topic Re: No Internet and no help available in Full Fibre

No Internet and no help available

Sandralita — Sat, 24 Aug 2024 23:24:20 GMT

I have Full Fibre since May. For the past 3 days the internet keeps disappearing. I have tried every advice on the website but the problem persists. This is an extreme problem for me as I am on a tight schedule to listen to many prerecorded lectures at my college before they disappear on 27th Aug.

I texted HELP to the number given and it replied that my number is not recognised. I double checked on PlusNet website and there is no different number to text for Full Fibre customers.

Did I lose my right to help since upgrading to Full Fibre and I how do I get someone to look into it today? I really have no time to lose.

Re: No Internet and no help available

Gel — Sun, 25 Aug 2024 06:05:48 GMT

Use link below.

Re: No Internet and no help available

Markuk — Sun, 25 Aug 2024 14:58:34 GMT

I’ve had the same issue with the text service - if you have FTTP or SOGEA, Plusnet told me you can’t use the text service and have to call the helpline

Re: No Internet and no help available

bmc — Sun, 25 Aug 2024 15:21:12 GMT

@Sandralita @Markuk

If you login to your PN Members page under "Manage my Account" you'll find what's known as a BBEU number - this is your line identifier.

I don't know if this currently works with the Bot but, if not, I hope PN are working behind the scenes to "make it so"

Brian

Re: No Internet and no help available

SammyM — Sun, 25 Aug 2024 18:53:30 GMT

Hiya @Sandralita

I'm sorry you are having an issue with your connection, you can always get help from us no matter what service you have with us.

There is an outage in your area and our suppliers hope to have it sorted by 6am tomorrow.