topic Re: No internet again in Full Fibre

No internet again

John40 — Fri, 31 Dec 2021 12:28:26 GMT

Just had a openreach van working on the box down the street and now we have no internet.

Re: No internet again

jab1 — Fri, 31 Dec 2021 13:08:23 GMT

@John40 No internet? What lights are (or are not) on the Hub? Is your phone line working?

Re: No internet again

LaurenB — Fri, 31 Dec 2021 17:21:17 GMT

Hiya @John40, I am really sorry for the problems caused since Openreach have been out working.

I have ran a test and it is detecting a phone line fault, so I have raised this for further investigation for you and created a fault ticket where you can monitor this here: https://www.plus.net/wizard/?p=view_question&id=220774315.

I'm truly sorry for the disruption caused in the meantime.

Re: No internet again

John40 — Sat, 01 Jan 2022 12:43:09 GMT

Internet gone down again at 1am still can't get it to work again. Trying to restart it all this morning but no response.

Re: No internet again

jab1 — Sat, 01 Jan 2022 12:56:43 GMT

@John40 @LaurenB only raised the problem to BT/OR yesterday. They do not work weekends/bank holidays ( except for emergency cases), so the earliest this will be looked at properly will be Tuesday. Intermittent connection/disconnection is to be expected until the issue is resolved.

Re: No internet again

Townman — Sat, 01 Jan 2022 14:19:10 GMT

If the problem is intermittent, than this has all the hallmarks of a bad / wet joint on the copper leg between the cabinet and the house. Ringing the phone line from a mobile or making an out going call can bring about a temporary fix.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link. NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.

Phone Faults

Re: No internet again

adam945 — Sun, 02 Jan 2022 08:20:45 GMT

Please accept our apologies for the frustration caused here @John40

I've just reviewed the fault and can see that Openreach are scheduled to go out on 05/01/2022 to try and resolve it. The exte nded lead times are indeed due to working hours over the new year holiday.

Re: No internet again

John40 — Sun, 02 Jan 2022 09:15:08 GMT

That's ok but I am paying for a service that is not working are openreach going to compensate for the down time.

Re: No internet again

TheMightyAJ — Sun, 02 Jan 2022 15:00:01 GMT

Hi @John40,

Openreach wouldn't compensate you for any downtime associated with this fault - that would be up to us Once things are back up and running, we'll be happy to review the case and see what compensation is needed.