topic Re: Where is openreach? Why is the Plusnet number down? in My Order

Where is openreach? Why is the Plusnet number down?

hellfleet1 — Thu, 24 Jul 2025 13:28:08 GMT

Is anyone else having problems with the Plusnet number 0330 123 9123?
It either doesn't connect or I get a message "We appologise this service is temporarily unavailable".

Openreach engineer appointment for fibre installation this morning was a no-call no-show.

I had to confirm this appointment via my mobile about 3 times and took a call yesterday so they definitely have my number.

Openreach just tell me to call my provider.

Re: Where is openreach? Why is the Plusnet number down?

oscarg5059 — Thu, 24 Jul 2025 13:33:24 GMT

I can't get onto Plusnet either, so frustrating.

Re: Where is openreach? Why is the Plusnet number down?

nickynacks — Thu, 24 Jul 2025 13:58:19 GMT

Nor I

Re: Where is openreach? Why is the Plusnet number down?

jab1 — Thu, 24 Jul 2025 14:04:22 GMT

@Townman / @MisterW Any ideas?

Re: Where is openreach? Why is the Plusnet number down?

Townman — Thu, 24 Jul 2025 14:32:32 GMT

I will escalate it!

Re: Where is openreach? Why is the Plusnet number down?

Musicegbdf — Thu, 24 Jul 2025 14:43:03 GMT

I am having the same problem. I have not even moved over to plusnet yet as installation of fibre failed today. They fitted kit indoors. Different team need to run new cable route. He said they wont make an appointment. I need to be there to discuss how I want it done , and not come home to find drive dug up. So I want plus net to ensure open reach make an appointment. They will also need neighbour ( shared drive) needs to confirm they can do the work ( which she will) So been trying all the numbers , and none work ! Not a good start. Perhaps I should have stated with Talktalk

Re: Where is openreach? Why is the Plusnet number down?

James_B — Thu, 24 Jul 2025 14:45:31 GMT

Hi @hellfleet1,

Thank you for making us aware of this. We've passed on your comments on to the relevant team, who are looking into this.

James

Re: Where is openreach? Why is the Plusnet number down?

jab1 — Thu, 24 Jul 2025 14:46:20 GMT

@Musicegbdf This (no phone) issue has been advised. It should be resolved as soon as possible.

Re: Where is openreach? Why is the Plusnet number down?

Musicegbdf — Thu, 24 Jul 2025 14:59:05 GMT

Thank you James and Jab1.
I have to say I came to plusnet as my friends all said how good it is. Surprised that phone only way to contact and not some email backup for complex issues. Talk talk who I have been with for 25+ years and had no issues , are throwing big discounts to stay , but I like the idea of UK contacts with great backup even if it costs more. Not a good start though

Re: Where is openreach? Why is the Plusnet number down?

Townman — Thu, 24 Jul 2025 15:55:40 GMT

@Musicegbdf wrote:
Not a good start though

James very promptly grabbed ny escalation. That said the above comment seems a tad harsh, given what is apparently going on out there ... Phone networks down: EE, BT, Three and Vodafone all not working in mass outage

That does explain why I have had some difficulties making EE mobile calls.

Re: Where is openreach? Why is the Plusnet number down?

Musicegbdf — Thu, 24 Jul 2025 16:18:01 GMT

Yes, i did say that at first. But you will see it was me that posted the big mobile outage. There seems two threads running the same issue.
It is understandable, but still concerning if this is a cyber attack. Hopefully , they will get sorted soon.

Re: Where is openreach? Why is the Plusnet number down?

Musicegbdf — Thu, 24 Jul 2025 16:20:05 GMT

My other point was reliance on phone contact. If there is a complex issue it could be better with at least backup to email.

Re: Where is openreach? Why is the Plusnet number down?

Townman — Thu, 24 Jul 2025 16:22:26 GMT

Or better still the forums!

Re: Where is openreach? Why is the Plusnet number down?

bmc — Thu, 24 Jul 2025 16:27:46 GMT

@hellfleet1

To go back ot the original post there can be any number of reasons for a missed appointment. PN will not know anything until OR tell them the status of the work.

Have a look at any open / closed questions on PN - https://www.plus.net/wizard/?p=search

Brian

Re: Where is openreach? Why is the Plusnet number down?

Musicegbdf — Thu, 24 Jul 2025 16:51:42 GMT

As a newbie , have to say it is a good and very active forum.

Re: Where is openreach? Why is the Plusnet number down?

hellfleet1 — Thu, 24 Jul 2025 16:55:49 GMT

I'm quite prepared to face the fact that Plusnet won't know, but ultimately everything on Openreach just tells you to contact your provider and there is no other avenue to ask.

I didn't hear about the big mobile outage until someone posted it further up this thread.

I think the most likely reasons is the engineer couldn't find the house, it is problematic anyway especially as there are road closures nearby. I did raise the concerns with the person who called me to check the appointment was OK but he basically said don't worry, they'll call you if they have any problem.

Now if their mobile phone didn't work that might be an explanation...

Re: Where is openreach? Why is the Plusnet number down?

Anonymous — Thu, 24 Jul 2025 22:01:51 GMT

In some cases calls to 999 were failing on landlines *and* mobile phones. These failures were reported by emergency services themselves.

Re: Where is openreach? Why is the Plusnet number down?

Townman — Thu, 24 Jul 2025 23:03:14 GMT

An update to my escalation was given at 20:35 advising that the support phone system had been restored 15 minutes previously.

Re: Where is openreach? Why is the Plusnet number down?

bmc — Fri, 25 Jul 2025 08:41:44 GMT

@hellfleet1

Any update on the Open Questions on your PN account?

If not, you'll need to phone support to find out what's going on.

Brian

Re: Where is openreach? Why is the Plusnet number down?

hellfleet1 — Sat, 26 Jul 2025 11:55:48 GMT

I spoke to PN support today.
There is nothing from Openreach explaining why they didn't show up.
They've attempted to rebook an expedited appointment. Fingers crossed for round 2.