topic No phone or broadband for over a week in Home Phone

No phone or broadband for over a week

bremen1874_1 — Tue, 19 Sep 2023 23:06:31 GMT

Both my phone and broadband died at approx. 9.30 on Tuesday 12th Sept. This was reported as a fault at 10.00 on the same day.

After hearing nothing substantial back, I spoke to someone the following afternoon. I was told that an engineer was booked with an ERT 72-hour fix.

As of 23.50 on Tuesday 19th Sept the line is still dead.

I've burnt through most of my available mobile data. I need to have some sort of reasonable guess about how long this is going to go on so I can put something in place.

My neighbour's line is also dead. Apparently, they managed to speak to an Openreach engineer working on the problem. From what they say, there's a problem with blocked ducting that could potentially take weeks to fix.

I just need information so I can plan.

Re: No phone or broadband for over a week

dvorak — Wed, 20 Sep 2023 07:36:06 GMT

You might find some info here related to faults https://status.zen.co.uk/broadband/

Judging on date and time, this could be your issue https://status.zen.co.uk/broadband/fault-outage-details.aspx

Re: No phone or broadband for over a week

bremen1874_1 — Wed, 20 Sep 2023 08:07:47 GMT

Thanks for the suggestion.

When I put my number into Zen's page it doesn't list any known faults.

Re: No phone or broadband for over a week

bremen1874_1 — Wed, 20 Sep 2023 09:12:34 GMT

The Plusnet case number I was given for this is 236870392.

Re: No phone or broadband for over a week

MatthewWheeler — Wed, 20 Sep 2023 12:47:06 GMT

Hi @bremen1874_1

I'm really sorry to hear that your connection is down at the moment.

Unfortunately, the outage is still ongoing and due to be fixed by the 27th

As soon as we know more we'll be in touch

Re: No phone or broadband for over a week

bremen1874_1 — Wed, 20 Sep 2023 12:53:12 GMT

Thanks.

Openreach has been working on it today.

They tell me that it should be fixed today, but it's still down at the moment. They've left some equipment connected to the line outside my house and disappeared again.

Re: No phone or broadband for over a week

bremen1874_1 — Wed, 20 Sep 2023 15:55:10 GMT

After working on it for most of the day, Openreach has given up and gone home.

Phone and broadband are still dead.

From my neighbour's conversation with the engineer, we could be waiting until the 27th or beyond.

Re: No phone or broadband for over a week

James30 — Wed, 20 Sep 2023 17:19:04 GMT

@bremen1874_1 - I've had a look at the fault and found that the need to process something called an A55 that is used to scope out planning permissions and dig work needed to fix it. This takes 5 working day to process then we will know when the work will continue. The fault's team will update you shortly on that fault ticket though.