Been without internet for over a week

[#1]

I'm so sorry @Kimcopeland for how things have gone. The Customer Assist Team will be picking this up today and hopefully there be a better update this time.

[#2]

That feels exactly whats happening. Just nothing. It's a joke now.

Dear Mr Copeland,

Thank you for your patience while we're investigating this issue.


We have received an update in regard to your order, it is currently acknowledged and we will need to check its progress and be in touch with you on Monday.

Really Plusnet? It's taken a whole week for that as an "update"

[#3]

@willcutforth how is this acceptable in anyway? Nearly a month without internet and still no definitive answer to what's going to happen.

[#4]

It's not acceptable, I completely agree. They have escalated it with the suppliers and we're at the mercy of them unfortunately. I would be extremely annoyed if I was in your shoes.

[#5]

@Kimcopeland  I think its probably time for an email to the CEO of Openreach. Plusnet unfortunately have to follow 'procedure' when dealing with them but often an email from the end customer to the CEO can get action. I wont publish the email directly but its publicly available here https://www.ceoemail.com/index.php?s=O

[#6]

@willcutforth it's been escalated to the suppliers since the first week. I find it hard to believe it's solely down to them and that they are ones to blame entirely.

[#7]

Thank you @MisterW
I've just emailed what I believe to be the right one. With any luck that may help, but I'm not too confident 😭😭

[#8]

@Kimcopeland   just in case clive.selley@openreach.co.uk

or even philip.jansen@bt.com

Don't see why there cannot be more transparency on what the actual delay is though?

Are they trying to restore your original broadband, or your new Full Fibre service?

[#9]

@Mustrum  From previous posts it would seem that according to the "suppliers"  the original service is no longer available so it will be the FTTP upgrade. Why there is never any indication of what the problem might be is totally unacceptable. it's just wait another x days for a useless update.😧

[#10]

Another update... Still no internet connection. Was given a completion date for ten days on the 21st and am yet to see any work being started 😭😭😭 again lost for words but I'm still waiting.