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No internet light on hub

FIXED
Plusnet Help Team
Plusnet Help Team
Posts: 1,283
Thanks: 232
Fixes: 43
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 

 

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
kidgorgeous
Dabbler
Posts: 17
Thanks: 2
Registered: ‎02-11-2018

Re: No internet light on hub

i can't seem to reply to the message?

Plusnet Help Team
Plusnet Help Team
Posts: 1,283
Thanks: 232
Fixes: 43
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

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
kidgorgeous
Dabbler
Posts: 17
Thanks: 2
Registered: ‎02-11-2018

Re: No internet light on hub

Think i have responded correctly. thanks

Plusnet Help Team
Plusnet Help Team
Posts: 1,283
Thanks: 232
Fixes: 43
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

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
kidgorgeous
Dabbler
Posts: 17
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?

Plusnet Help Team
Plusnet Help Team
Posts: 898
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Fixes: 36
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.

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 Owen P
 Plusnet Help Team
Superuser
Superuser
Posts: 14,275
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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.
kidgorgeous
Dabbler
Posts: 17
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.

Plusnet Help Team
Plusnet Help Team
Posts: 12,896
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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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
kidgorgeous
Dabbler
Posts: 17
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.
Plusnet Help Team
Plusnet Help Team
Posts: 844
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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.

 

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 SammyM
 Plusnet Help Team
kidgorgeous
Dabbler
Posts: 17
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Registered: ‎02-11-2018

Re: No internet light on hub

Left it a few days and it's been fine. Thanks
Plusnet Help Team
Plusnet Help Team
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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