topic Re: No broadband for 4 days now in Full Fibre

No broadband for 4 days now

erikasocial — Thu, 21 Oct 2021 12:49:44 GMT

I wonder if someone on this forum can help.
My broadband went off on Monday.
It seems that it may be a BT Openreach issue and Plusnet have tried to contact them to deal with it.
I work at home providing services to vulnerable people, which I can't do without internet access, and am becoming increasingly frustrated with the lack of any kind of action from either Plusnet at pushing this forward or BT in implementing.
Any ideas how long BT can take to fix a fault? Assuming it is BT.
Erika

Re: No broadband for 4 days now

adam945 — Thu, 21 Oct 2021 17:18:37 GMT

Thanks a lot for your time on the phone this evening @erikasocial

As discussed, despite trying to authenticate your router with the correct details, it's not working. I suspect this is a BT Wholesale fault, so I've now rejected the Clear Notification on the fault, so an appointment should be offered within the next hour or so.

There's an open Fault ticket on the account which you can both view and comment on for direct communication with our Technical Support Team here:

Re: No broadband for 4 days now

snadge — Sat, 23 Oct 2021 12:14:51 GMT

is the customer using the supplied Plusnet router? be sure of that first i would, some (like me) use their own

Re: No broadband for 4 days now

erikasocial — Sat, 23 Oct 2021 12:17:48 GMT

Yes I have a supplied Plusnet router. And it's now 6 days and counting with no broadband.

Re: No broadband for 4 days now

LaurenB — Sat, 23 Oct 2021 14:55:01 GMT

Hi @erikasocial, I am sorry for the issues with your service. I can see Adam has got an engineer booked for you and hopefully they get the issue sorted for you!

Let us know how you get on.

Re: No broadband for 4 days now

erikasocial — Mon, 25 Oct 2021 10:59:27 GMT

BT Openreach have been out. All fine at their end. Apparently a cease and reset has been undertaken. Having done a hard reset on my router the issue remains. How long am I supposed to wait before more action is taken?
If an engineer is not on site in the next 24 hours, by which time I will have been without broadband for 9 days, then I will be looking to end my contract with Plusnet and go elsewhere.
This situation has now become intolerable and unacceptable given that I work at home and am not receiving the contracted service.

Re: No broadband for 4 days now

LaurenB — Mon, 25 Oct 2021 15:32:29 GMT

Thanks for taking my call @erikasocial, I'm truly sorry for the ongoing issues and length of time this is taking to resolve.

I am just in the process of contacting our suppliers now and then will update your ticket just to outline what we discussed today.

Let us know how things go after the engineer visit tomorrow!

Re: No broadband for 4 days now

Mav — Mon, 25 Oct 2021 17:08:15 GMT

Moderator's note(s):

Thread moved from ADSL Broadband to Fibre Broadband.

Re: No broadband for 4 days now

erikasocial — Tue, 26 Oct 2021 13:56:21 GMT

So BT Openreach have been out again. All checks undertaken including lift and shift etc. Still no joy. Openreach engineer went above and beyond and hooked up a BT router to the line and worked straight away.
Phoned Plusnet to request a new router to be informed it could take 3-5 working days to arrive!
After 9 days and counting with no service and every excuse from Plusnet about how it wasn't their issue, I now have to wait until their warehouse can send me a new router which means I have lost two weeks of trying to work at home, extra costs for buying more 4g, etc etc.
Can someone please direct me to the complaints department in order that I can register my dissatisfaction with this service and claim some kind of
recompense.

Re: No broadband for 4 days now

Mav — Tue, 26 Oct 2021 14:14:46 GMT

@erikasocial

If you scroll to the bottom of any forum page you can find a link to their Complaints Code of Practice.

Re: No broadband for 4 days now

erikasocial — Tue, 26 Oct 2021 16:16:52 GMT

Thanks for this.
Still waiting for the promised phone call after the engineer visit - more than four hours and counting.
It's only because I called on my own initiative that I have managed to order a new router otherwise I would probably still be sitting here waiting. Still can't believe it will take up to 5 working days to arrive.
This is going to be quite some complaint with a search for a new provider once I'm back online.

Re: No broadband for 4 days now

MisterW — Tue, 26 Oct 2021 17:55:55 GMT

Still no joy. Openreach engineer went above and beyond and hooked up a BT router to the line and worked straight away.

@erikasocial did the engineer configure his router with your Plusnet credentials ?

Re: No broadband for 4 days now

erikasocial — Tue, 26 Oct 2021 17:59:17 GMT

Yes he did all that and more.
He phoned Plusnet who have made a note on my message board and stated they would call me to discuss further action
No call forthcoming.
I used my own initiative and placed a call to order a new router.

Re: No broadband for 4 days now

RealAleMadrid — Tue, 26 Oct 2021 20:39:13 GMT

@erikasocial Have you checked that the login credentials are correct in the Plusnet router that you have now?

Re: No broadband for 4 days now

erikasocial — Tue, 26 Oct 2021 20:49:46 GMT

I still have the same, now proved to be faulty, router. Authentication seems to work but it doesn't connect.
BT router plugged in by BT Openreach engineer worked straight away.
New router ordered but by the time it arrives U will have been without broadband for at least 12 days.

Re: No broadband for 4 days now

Edinburgh_wg — Tue, 26 Oct 2021 23:52:55 GMT

Why did openreach not leave the router that was working hooked up?

Re: No broadband for 4 days now

erikasocial — Wed, 27 Oct 2021 06:20:48 GMT

It was a BT router with a different password. He plugged it in to prove a point, ie the issue was with the router and not BT Openreach.
I am with Plusnet - though probably not for much longer.

Re: No broadband for 4 days now

Anoush — Wed, 27 Oct 2021 06:37:34 GMT

I thought I’d post with my thoughts.

This doesn’t necessarily prove the router’s faulty if the engineer was able to connect to the internet using a different username/password, I suspect this may be the BT test login which just proves you’re able to connect to one part of the network. Might be worth seeing how it goes with the new router first though and go from there.

Re: No broadband for 4 days now

erikasocial — Wed, 27 Oct 2021 06:40:36 GMT

I logged one of my devices to the BT router and it worked first time. Thereby proving a point.

Re: No broadband for 4 days now

Anoush — Wed, 27 Oct 2021 06:42:23 GMT

Were you able to browse webpages?