topic Re: Over 5 days with no internet!! in Plusnet Feedback

Over 5 days with no internet!!

domino211998 — Tue, 19 Jan 2016 10:47:35 GMT

Hi.
On Friday last week, our internet suddenly went down (with no light on the DSL bulb on the modem). Reported it on twitter, someone filed a question (see image attached) and, ever since, pretty much nothing has happened. We waited for 4 days with no internet only to be told that the support team will reply soon, even though they're nowhere to be seen. Come on guys, all we want is internet (which has been very good as long as it worked, to be fair). We're not going to pay a bill for the month if, for 2/3 of it, we're not going to have any internet!
Someone, please help.

Re: Over 5 days with no internet!!

Anonymous — Tue, 19 Jan 2016 10:55:35 GMT

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We're not going to pay a bill for the month if, for 2/3 of it, we're not going to have any internet!

Although I understand why can I suggest that you do not adopt this approach. Why? Well it will only cause you more grief that it's worth. Let Plusnet sort out your issue then once it's working get in touch to see if they will refund anything for the time you have been off line. On the other hand if you with hold payment then you are not keeping to your side of the contract so they are not obliged to fix your line, if it comes to a bun fight over this you'll end up losing and be worse off as a result.

Re: Over 5 days with no internet!!

adamwalker — Tue, 19 Jan 2016 11:32:40 GMT

@domino211998
I'm sorry to see that this still hasn't been picked up.
I'm flagging this to a faults team leader asking for it to be worked on before the end of today.

Re: Over 5 days with no internet!!

domino211998 — Tue, 19 Jan 2016 13:02:24 GMT

Thanks Adam. Hopefully something happens - almost a week without internet is a real pain.

Re: Over 5 days with no internet!!

domino211998 — Wed, 20 Jan 2016 09:03:55 GMT

Sorry to bother you again Adam, but nothing's happened. Is this normal? At this rate we'll be lucky if we have internet by February!
EDIT: Contacted Chat Line and the guy said he'll tell a faults member to arrange a PM engineer visit on Friday. We'll see if that's true.

Re: Over 5 days with no internet!!

adamwalker — Wed, 20 Jan 2016 11:47:28 GMT

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EDIT: Contacted Chat Line and the guy said he'll tell a faults member to arrange a PM engineer visit on Friday. We'll see if that's true.

Sorry to see that's still not been picked up, I've made my line manager aware and asked to see if they can get some movement on this ASAP.

Re: Over 5 days with no internet!!

domino211998 — Wed, 20 Jan 2016 13:01:39 GMT

Just got a call, an engineer visit is arranged for Friday AM. Thanks for your help Adam, hopefully I won't need to vome back and pester you again

Re: Over 5 days with no internet!!

adamwalker — Wed, 20 Jan 2016 13:56:58 GMT

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Thanks for your help Adam, hopefully I won't need to vome back and pester you again

No worries! Feel free to do so if there's any further problems in getting the fault resolved.