Broadband - 6 weeks and still not working
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Broadband - 6 weeks and still not working
13-07-2020 11:18 PM
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Re: Broadband - 6 weeks and still not working
14-07-2020 7:58 AM
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@dianecartlidge Welcome to the forums.
If you have 'no service', I assume you must be using 3G/4G to make this post? What lights do you have on the router, and what are they doing?
You only have to pay the engineer call-out charge if the fault is found to be your side of the BT test socket.
Why do technical say you have no service - they should have given you a reason.
If BT/OR say they have not completed the order, then Plusnet need to contact them to find out why, and push for completion.
Re: Broadband - 6 weeks and still not working
14-07-2020 8:28 AM
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Re: Broadband - 6 weeks and still not working
14-07-2020 8:51 AM
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So all the lights on your router are lit - none of which are red ?
Your broadband light should be solid - the only flashing ones should be the 'Internet' and 'Wireless' ones.
Have you tried turning the routers power off for a few minutes and then restarting it? - only do this a maximum of twice a day with a big gap between them in daylight hours.
If the engineer confirmed a connection to the outside, did he check your master socket was OK - he should have, unless for some reason he did not enter your house.
Re: Broadband - 6 weeks and still not working
14-07-2020 9:06 AM
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Open Reach put the Master Socket in and the phone us working. With Plusnet Technical tried switching off and on again but no difference.
They are now saying that the wire to the phone which is ok for the phone is not ok for broadband. However my dad two doors down has the same wire and his broadband works.
Re: Broadband - 6 weeks and still not working
14-07-2020 9:31 AM - edited 14-07-2020 9:33 AM
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OK - last reply for now as I have to do something else, but I will be back later.
Which type of Master Socket have you got? - I'm assuming if this was a new install that you have an Openreach 5C socket with a Mk.4 faceplate? I which case the phone is plugged into the right-hand socket and the router into the left-hand.
I don't understand the comment about the wiring - they are two completely separate wires, with totally different connectors.
Re: Broadband - 6 weeks and still not working
14-07-2020 10:16 AM
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@jab1 I think that probably means someone's said the telephone line isn't good enough for broadband!
@dianecartlidge have you ordered normal (ADSL) broadband or Fibre ? I'm guessing normal since this post is in the ADSL board.
What does this https://www.broadbandchecker.btwholesale.com/#/ADSL say for the speed estimates for your phone number ?
If you post the complete results , then redact your phone number as this is a public forum
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.
Re: Broadband - 6 weeks and still not working
14-07-2020 10:27 AM
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Re: Broadband - 6 weeks and still not working
14-07-2020 10:39 AM
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According to Open Reach today they have tested everything and Plusnet have not synchronised they Broadband to my house. They have referred me to Plusnet again. There maybe a slowing of get broadband with the wire in the house but Open Reach need Broadband switching into to check this out.
I'm sorry but that is complete rubbish!. Openreach are responsible for connecting your line to broadband at the exchange. Providing PlusNet have placed the order, then it's Openreach that need to connect the broadband.
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.
Re: Broadband - 6 weeks and still not working
14-07-2020 10:39 AM
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Re: Broadband - 6 weeks and still not working
14-07-2020 10:43 AM
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@MisterW The OP has previously said the OR engineer got a connection to the exchange and outside (post #3)
Re: Broadband - 6 weeks and still not working
14-07-2020 1:24 PM
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Thanks for getting in touch and apologies for the issues you have experienced with your broadband.
I called you to discuss the Openreach findings and I have posted my update here.
I'll be in touch again as promised and will ensure this is resolved for you.
In case of query you can contact me via the ticket or here on the forum.
Thanks - LF
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