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No broadband

Knotty
Grafter
Posts: 43
Registered: 21-10-2009

No broadband

Hi guys,
I opened a ticket yesterday because from yesterday morning onwards I've had no broadband at all. The ticket says it will take upto 24 hours to be contacted if a new fault, so I thought I would post up as its been more already and last time I had a problem, the forum team were much more helpful than anyone else.
I am in the master socket and the phone is as quiet as can be on bt quiet test.
My only concern is the router could be the problem and if bt come out I will be charged, it's the one I got from plus net last time a Thompson one gave up, so it's not very old at all. I think it is pretty unfair that I have to go buy a new router to test with before plus net will look at my fault without threatening to charge me...is there a better option?
Thanks,
Adam
8 REPLIES
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: No broadband

I don't suppose you know anyone with a spare router, it's worth asking around friends/family/neighbours, you never know - if a neighbour asked me I could offer them a fair choice!
Sometimes Plusnet will send out a 'test' router if needed (but that obviously takes time and presumably depends on circumstances).
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Knotty
Grafter
Posts: 43
Registered: 21-10-2009

Re: No broadband

I will go on the hunt for a router to test with, I don't want to waste money doing the diagnostics for plusnet if I am honest.
I have however just received an email saying interleaving is going to be switched on. I find this a peculiar fix as I have no internet at all, not an unstable line, and since the last fault maybe 2 years ago it has been perfectly fine. I assume a line doesn't just become unstable without something being wrong?
Is this normal to leave customers without broadband for a few days and then suggest a fix which states it will take 5 days to take effect?
Thanks,
Adam
Knotty
Grafter
Posts: 43
Registered: 21-10-2009

Re: No broadband

Day 4 with no internet at all, suprised to not have had any staff response yet.
Moderator
Moderator
Posts: 18,001
Thanks: 1,442
Fixes: 154
Registered: 11-01-2008

Re: No broadband

Have you actually rung them?

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Knotty
Grafter
Posts: 43
Registered: 21-10-2009

Re: No broadband

That's hardly a constructive response. If I was to ring them I would have a ticket opened, it's far easier to do that function via the method I used, opening a ticket from the site.
The reason I posted here was because a previous issue was resolved very well on the forums while waiting for a ticket to be responded to.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No broadband

Hi Knotty,
I'm really sorry to hear that you're having issues with your connection.
Have you connected your router into your Test Socket with an alternative microfilter?
If you've done those checks, I'm more than happy to get this picked up today for you.
Chris Pettitt
Cloud Environments Engineer
Knotty
Grafter
Posts: 43
Registered: 21-10-2009

Re: No broadband

Thanks Chris, unfortunately I have been unable to get on the internet again at work today but I can confirm I am in the test socket with a new microfilter.
However, I got a call to confirm an engineer visit was needed and is booked for later this week, fingers crossed BT can work out something!
Thanks,
Adam
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No broadband

No problem Adam.
Fingers crossed that things get sorted out for you. Please do let me know if there's anything I can do to help.
Chris Pettitt
Cloud Environments Engineer