No broadband connection for a week & no response from Plusnet support

[#1]

No internet connection for almost a week. Phone line works ok, I've tested the master socket, checked all cabling & even bought a new wireless modem router as I had a red light on my Netgear one. Nothing. I can connect to WiFi & have green lights (Power, LAN & DSL) on my Openreach modem but no connection.

Currently using my next-door neighbours WiFi (my mobile phone connection is costing me a fortune).

Logged a ticket, went through all the questions with a CSC. 

Last update I had was: 

7:20pm, Wednesday 24 Jan 2018

Your support request has been escalated to the correct team for review

I'm still waiting for a response... 

Oh, & while I'm here please define soon in the context of your updates. Is this next day, next week or next month? 

Our Support Team will respond to your question soon.

[#2]

Sorry to hear that.

We'll get you a update shortly.

[edit]

Our tests aren't showing any obvious causes so the only way to proceed is to book a engineer.

I've sent you a text with some further details on how to proceed.