Been without internet for over a week

[#1]

Hi Kim, I'm sorry that it's taking so much longer than we'd like to get resolved. 

I've made sure it's been escalated further as it's not acceptable for us to have to keep passing on new dates for resolution and having to keep messing you around when we can't set a clear expectation. 

I'll chase this up again on Monday for you and will be back in touch with an update, I'll keep this moving forward as quickly as we can. 

Adam

[#2]

This is a joke now though seriously. So now Plusnet pass on another date for resolution? Then Monday will come and it will be another date and nobody will contact me to inform me anything. All I'm being told is to wait. This is hands down the worse service I've received from any broadband company, considering I've never had a problem with you guys, this just throws all that out the window. Over a week without internet and if it was not for me consistently contacting Plusnet, I'm sure nobody would've contacted me.
Forgive me if it seems I'm blaming you, but honestly the whole company at this point has just messed me around and told me different things and to "wait for our supplier" or "wait until such date"

[#3]

Still nothing. And after reading several other members posting similar issues I have even less faith than before and if it's not fixed by this week my only options are to leave Plusnet obviously since nothing is being done

[#4]

It’s not Monday yet, at least give them the opportunity to update when they said they would.

[#5]

Of course I will. Haha what choice do I have. However given the track record of the past week I doubt anything will change on Monday since they said a different day every time and don't update me.

[#6]

I've just been looking at the forums and noticed another user who tagged me by the name of hpsauce his/her issue was fixed. By doing a port reset? Is there no possibility of someone doing that for me? Since nothing else is being done 😭

[#7]

Hi Kim, a port reset isn't appropriate for this issue. It's definitely being worked on. Please bear with me and I'll be back in touch with an update for you a bit later today.

[#8]

So this is what I received today...

"Thank you for your patience.


We have contacted our suppliers today and they have provided us with the below update:

I have checked and see the faults team has sent an email to ORDI team for an update, waiting for response, I request you kindly allow 24 working hours and review back on 01/08/2023 after 16:00 hours for an update.

We will be back in touch as soon as we have an update.


Please accept our apologies for any inconvenience caused."

And this was a few days ago...

I have checked with the team and they informed that they have dropped a mail to the ORDI team and once they receive an update they will proceed accordingly. Hence, request you to review back on 31/08/2023 after 11:00 hrs for further updates
i am sorry please review back on 31/07/2023 after 11:00 hrs.

And this was from the Wednesday before last..

We are sorry to hear that you are having trouble with your service. Please be assured that we are doing everything to get the service restored as soon as possible. We’ve raised this fault to our suppliers who are currently investigating the fault. Once we’ve heard back from them we’ll be back in touch to let you know what’s happening.


It's practically the same, and almost every response has been for more than a week. Aside from the odd member of staff giving me a date which amounts to nothing, there is No sign of anything actually being done just waiting for "updates" for nearly 2 weeks. Forgive me if I sound like a broken record, but seriously Plusnet? Granted today was the first day I received an update without having to contact and call you guys but I'm just at a loss for words yet again.

[#9]

@rockieleone  Try reading the thread, all the clues are there. The broadband has failed and Plusnet don't know why and are getting the usual Openreach wait another x days for an update on a repeat loop so they don't seem to know what's wrong either.

@Kimcopeland  This lack of progress must be totally frustrating, the references to the ORDI team is a strange one, this is their data integrity system which is about addresses on the OR database matching actual postal addresses and postcodes. How this is related to your working broadband suddenly stopping is a mystery.

There should have been an update yesterday, have you heard anything.🙄

[#10]

@RealAleMadrid re: the post above yours - weird first post?

[#11]

@jab1  Yes, I thought that. I wondered what the newbie poster would suggest to sort the problem.🤔

@Kimcopeland  Sorry, looks like you have already had yesterday's update which was not at all helpful.

Should be another one later today.

[#12]

@RealAleMadrid I thought they were from Plusnet and nearly cried 😭😭

Here was today's update...


Thank you for your patience.


We have contacted our suppliers today and they have provided us with the below update:


The supplier has advised that work is still in progress as this is a cease and re-provide order, it would take time to resolve. The case is with engineering team and we need to review the further progress by 02/08/2023.


We will be back in touch as soon as we have an update.


Please accept our apologies for any inconvenience caused.

As I thought originally that it was preemptively ceased in anticipation of the upgrade to full fibre but a member of staff said that it wasn't that. It looks to me as though they have disabled it prior to the upgrade?

[#13]

@Kimcopeland I've kind of got lost with this, so forgive me if I get anything wrong. If it is a 'cease and reprovide' on already existing infrastructure, I fail to see why it is taking OR so long to effectively re-join a couple of wires and flick a switch. Something is not right here, or OpenReach are playing silly so-and-so's.

[#14]

Believe me so have I got lost😭 My impression is that OR have only just responded. But I have no idea of the inner workings. Cease and re-provide isn't a fault though is it? Unless the fault can't be fixed so it has to be done that way. Im clueless.
A member of staff informed me at the start for every day I will be compensated 9 pound I'm without internet and after 5 days more? Can anybody verify that?

[#15]

It would be £9.33 a day, starting 2 full days after you report the fault, and not including the day its fixed on: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...