Main line is damaged, fibre has been cancelled, plus net support is garbage
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Main line is damaged, fibre has been cancelled, plus net support is garbage
07-07-2015 4:47 PM
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I now face the very real possibility of having absolutely zero broadband options whatsoever, in the heart of an estate right next to the new cross rail there is going to be a 150 household not spot, in London.
I can't get BT to even commit to repairing the cable, has anyone ever seen them go about doing this and how long it takes them to replace the cable going from the exchange to the cabinet?
Combined with all of this it takes plus net the better part of 2 weeks to get an engineer out everytime out latest copper pair fails. Which just means I have spent the last 3 months without reliable internet. But I think its far worse the threat I wont have anything whatsoever soon. I have no cable, no relish, nothing other than unreliable 3G and 4G (keeps cutting out and doesn't pass gaming UDP properly).
I think I need to move house, but with a contract to June you can see why I would be reluctant. Are their any magic words or such I can do to get BT and plus.net to take our plight seriously?
Re: Main line is damaged, fibre has been cancelled, plus net support is garbage
07-07-2015 5:28 PM
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A warm welcome to the forums.
It sounds like all of your issues are with BTOR and their wires and absence of a fibre rollout plan. Unfortunately in some areas BTOR are failing badly and it can take days to get an appointment with their engineers. PlusNet have limited escalation recourse when BTOR fail and when they do try to escalate, it all has to be relayed via India.
Do I need to say more?
Kevin
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Re: Main line is damaged, fibre has been cancelled, plus net support is garbage
07-07-2015 6:04 PM
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Re: Main line is damaged, fibre has been cancelled, plus net support is garbage
07-07-2015 6:19 PM
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Re: Main line is damaged, fibre has been cancelled, plus net support is garbage
06-08-2015 11:31 PM
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Have looked this up and am on the same Woolwich exchange and using cabinet 88.
Will draw the attention of the engineer visiting the property on August 11 to the broader issue, but would like to see PlusNet take action and push BTOR as well.
Re: Main line is damaged, fibre has been cancelled, plus net support is garbage
07-08-2015 12:07 AM
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A warm welcome to the forums.
I am sure that PlusNet will be pushing the matter, the issue is that BTOR are in melt down arising for a long history of poor management and under-investment in maintenance. The simple task of cutting back a tree to facilitate access to a telegraph pole can take (is taking) months and that's before they actually start working on the wires.
In my case I know that PlusNet have been / are working hard to deliver a solution, but BTOR have Teflon shoulders - nothing sticks - not even after escalation to CEO of BT Plc and BTOR does BTOR seem to move any faster.
I've raised a complaint of Ofcom, who are totally useless - they accept the record of the issue as a statistic but will not actually do anything. It seems that no one has any clout over BTOR's incompetent service delivery.
Expect to see repeated visits from well meaning engineers - they are as frustrated as the end users about the inept middle management within BTOR - who seem incapable of managing plans for the bigger issues.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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- Re: Main line is damaged, fibre has been cancelled...