topic Re: Internet down in Full Fibre

Internet down

pinkpoy — Tue, 09 Nov 2021 12:46:42 GMT

Hi,

I live in London and internet for the entire building has gone down (47 flats) - trying to reach out via phone but unable to speak with anyone.

Before you ask - on our building facebook group there are over 20 people having the same issues, they are using a number of different providers so please don't suggest it's something to do with my connection

Can you please advise what needs to be done to get an engineer out to fix the problem?

Thanks,

Re: Internet down

jab1 — Tue, 09 Nov 2021 12:49:24 GMT

@pinkpoy As this seems to be a widespread issue, you will possibly find that BT/OR are already aware - when did the incident start?

Re: Internet down

pinkpoy — Tue, 09 Nov 2021 12:51:56 GMT

@jab1 I believe the outage started at 11:45 / 11:50 UK time

Re: Internet down

jab1 — Tue, 09 Nov 2021 12:53:48 GMT

OK - so an hour or so ago. Have any of the other residents been able to get an answer from their ISP?

Re: Internet down

pinkpoy — Tue, 09 Nov 2021 12:57:03 GMT

@jab1 Not that I can see- two people said that they've raised tickets.

With EE and the ticket 'is in progress, ETA for update is 24hrs' (note: update not resolution).
the person that raised it just said 'it's with Openreach for investigation', doesn't mention provider or ETA for resolution

Re: Internet down

jab1 — Tue, 09 Nov 2021 13:03:24 GMT

That's good - at least BT/OR are aware, so should be investigating. They won't give an ETA until they know what the problem is.

Re: Internet down

pinkpoy — Tue, 09 Nov 2021 13:15:09 GMT

@jab1 yeah okay but I don't use EE - how do I raise a ticket with Plusnet to make sure this is tracked here as well?

Re: Internet down

jab1 — Tue, 09 Nov 2021 13:22:31 GMT

@pinkpoy You don't need to - if it is a widespread issue (relatively speaking), once the BT/OR investigation/remediation is complete, you will come back on line.

Re: Internet down

pinkpoy — Tue, 09 Nov 2021 13:24:26 GMT

@jab1 no - I want to raise a ticket, I'm entitled to refunds for outages and without a ticket I won't have evidence of the outage.

Please advise how to open one.

Re: Internet down

jab1 — Tue, 09 Nov 2021 13:27:46 GMT

As the chances are this will be rectified within the next day or so, your compensation would be very little.

You cannot open a ticket for this type of issue, only ring in and report, or hope that a Help Team member sees this topic.

Re: Internet down

Baldrick1 — Tue, 09 Nov 2021 14:07:56 GMT

@pinkpoy

It's https://faults.plus.net or the phone troubleshooter https://www.plus.net/help/report-a-problem/phone/

Re: Internet down

jab1 — Tue, 09 Nov 2021 16:27:08 GMT

Cheers for the correction, @Baldrick1 , but as it was a 'widespread' problem, and had been reported...

Re: Internet down

Gandalf — Tue, 09 Nov 2021 19:09:34 GMT

Thanks for your post @pinkpoy

I'm really sorry to see your broadband had stopped working today.

Line tests aren't showing any issues now but based on what you've said I suspect there was a service outage which has since been resolved as I can see your connection's come back not long after it went off.

For us to look at compensation you don't have to raise a ticket, but I agree you'd need to report the problem to us. You can do this by posting here as you have done, messaging us on Facebook/Twitter, or calling us on 0800 432 0200.

From what I can see your broadband was down for a grand total of around 2 hours and while I'm really sorry for the inconvenience, we can't realistically offer compensation for this due to how fast it was fixed.

I've included below a picture of your connection showing this

We'd align to Ofcom's voluntary compensation scheme for total loss of service (even though we aren't actually signed up to this) so this means we'd offer £8 a day starting from the third working day after a problem's reported to us.

Let me know if you have any further issues.

Re: Internet down

Strat — Tue, 09 Nov 2021 19:10:10 GMT

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

Re: Internet down

jab1 — Tue, 09 Nov 2021 19:16:34 GMT

Thanks for that response, @Gandalf - as I alluded in my earlier posts, the OP's problem had already been reported, and you have shown, resolved within 2 hours.

Re: Internet down

Gandalf — Tue, 09 Nov 2021 21:51:46 GMT

@jab1

Yup but it's always a good idea for someone to report a problem to us by any means regardless, because we wouldn't have been able to look at compensation otherwise had the fault lasted a lot longer than 2 hours.