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No internet for 48 hours

Posts: 2
Registered: ‎05-12-2018

No internet for 48 hours

Having spoken to customer service over the phone who have told me that there is an external fault on my line, I am now being left without internet until Monday despite needing it for work this weekend. When I questioned what could be done about the situation I am told nothing can be done but I won’t have to pay for the 2 days I’m without internet (oh lucky me!).

I find it crazy that a service which is considered an essential in 2020 has no engineers available on a Sunday or even Saturday afternoon to come and fix.
Aspiring Pro
Posts: 264
Thanks: 58
Fixes: 3
Registered: ‎20-04-2020

Re: No internet for 48 hours


Welcome to the forums.

As your line is not a business line which would have a faster SLA (and more expensive) for fixes you get the standard SLA with is up to 5 working days (mon- Fri normally). Its pretty much the same of all ISP's. You can pay more with some ISP for a faster fault fixing service. Plusnet will have a contract with Open reach for one of several levels of SLA

By the way the engineers with OpenReach ones not Plusnet.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: No internet for 48 hours

Hi there @Brockstaa

I'm sorry to read you've had some trouble with your connection lately and for the inconvenience this causes you. @wakeman is correct in that we have SLA's agreed with our suppliers (Openreach/Wholesale) for engineer visits whether it's internal or external. I can see that an update is due tomorrow once the engineer notes have been uploaded to the system. You can view the open fault ticket here