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No internet light on hub

FIXED
MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: No internet light on hub

Hi @kidgorgeous 

 

A GEA test has shown the circuit to not be in Sync due to a fault on the copper line side of the connection. 

I have opened a ticket here in order for us to raise this to our suppliers. 

 

Please can you reply to it and then give us a shout on here so that we can proceed with this accordingly. 

 

Kind Regards, 

MoR 

 

 

 

 

kidgorgeous
Grafter
Posts: 27
Thanks: 2
Registered: ‎02-11-2018

Re: No internet light on hub

i can't seem to reply to the message?

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: No internet light on hub

Hi @kidgorgeous 

 

I've updated the ticket with a link which should allow a different way to reply. 

 

Please could you give it a go? 

 

Thanks, 

MoR

kidgorgeous
Grafter
Posts: 27
Thanks: 2
Registered: ‎02-11-2018

Re: No internet light on hub

Think i have responded correctly. thanks

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: No internet light on hub

Thanks @kidgorgeous 

 

I've booked in your engineer and updated your ticket accordingly. 

 

Kind Regards, 

MoR

kidgorgeous
Grafter
Posts: 27
Thanks: 2
Registered: ‎02-11-2018

Re: No internet light on hub

So it looks like openreach will need to dig up my front garden!.  I do understand this is not plusnets fault but i will now have to take another day off work.  Will openreach contact you? and then you contact me?

OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 65
Registered: ‎09-10-2018

Re: No internet light on hub

Hi @kidgorgeous, thanks for getting back to me.

 

We'll liaise with Openreach on your behalf - you won't need to speak with them at any point aside from when an engineer is actually on site and we'll notify you of any next steps that need taking via the ongoing fault ticket.

 

Currently there's no further update aside from BTWholesale notifying us that they've submitted their 'A55' (planning permission request) and that you'd given dig permission.

Townman
Superuser
Superuser
Posts: 22,921
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: No internet light on hub

This is a good illustration of how having a phone handset might more quickly identify a faulty phone line.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

kidgorgeous
Grafter
Posts: 27
Thanks: 2
Registered: ‎02-11-2018

Re: No internet light on hub

Hi 

 

I had an update on my ticket saying they expected work to be completed yesterday. I then had an answerphone message

saying they need access to the property to complete the work.  I need to know when the engineer might be attending so i can arrange for someone to be there.

 

Thanks.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: No internet light on hub

Thanks for getting back to us.

I've added a reply to your support ticket 189926600, if you can respond back with your availability for an engineer to visit letting us know over here once you've done so we'll be happy to get the appointment booked in as soon as we can for you.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
kidgorgeous
Grafter
Posts: 27
Thanks: 2
Registered: ‎02-11-2018

Re: No internet light on hub

I happened to be off work today and openreach phoned. They came round and finished off running the line into the house. Seems to be working fine now. So hopefully all sorted.
SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,901
Thanks: 411
Fixes: 93
Registered: ‎22-01-2018

Re: No internet light on hub

Thanks fore letting us know @kidgorgeous.

 

Please can you monitor your connection over the next few days and get back let us know how it goes.

 

If the issue reoccurs we can progress the issue and arrange another engineer visit.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
kidgorgeous
Grafter
Posts: 27
Thanks: 2
Registered: ‎02-11-2018

Re: No internet light on hub

Left it a few days and it's been fine. Thanks
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: No internet light on hub

Glad to hear it!

Let us know if you have any further issues

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team