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No internet or phone - fault?

Mrnip
Newbie
Posts: 2
Registered: 30-08-2014

No internet or phone - fault?

Haven't had internet or phone since 1/08/2014 what is going onHuh? Customer service was shocking, kept fobbing me off saying it was being fixed and it wasn't. 30 days is unacceptable to have to wait! Fault is in falmouth area
6 REPLIES
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: No internet or phone - fault?

Have you had an engineer out? Phone is dead completely - no dial tone? Phone service is also with Plusnet?
Superuser
Superuser
Posts: 11,914
Thanks: 3,280
Fixes: 22
Registered: 22-08-2007

Re: No internet or phone - fault?

Hi Mrnip,
Welcome to the PlusNet forums.  There are no PlusNet Staff (Customer Relations Team aka CRT) around during the weekend.  Therefore there is not going to be a response here before Monday.
A whole month to fix a line is a bit unusual, even by BTOR failure standards.  For total clarity, your phone line is managed by PlusNet and not some other Communications Provider?
Have you checked here https://portal.plus.net/wizard/?p=search for any requests to arrange appointment times for an engineer visit?  If you have been requested to offer 3 appointment times (for faults requiring home access for investigation / testing) and this has not been done, an engineering visit will not have been arranged.
Hope you are soon sorted.
Mrnip
Newbie
Posts: 2
Registered: 30-08-2014

Re: No internet or phone - fault?

Hi, yeah phone line is with plus net too, no dial tone. Just says check phone line and we have repeatedly. They were contacted straight away about the problem. They said that they were sending people to look into it and nothing. Have called them constantly about it. They just kept saying its a fault on the line and it's being dealt with.
I know they aren't around on the weekend.
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: No internet or phone - fault?

Hi Mrnip,
I'm sorry to hear about the problems with service, after looking into the fault details it seems that there has been a considerable amount of work carried out with more to come in order to resolve the issues you've been seeing.
Full details on this can be seen here where the details back from the supplier have been provided in a white box on the support ticket should you be interested in seeing the works. At the moment we're just awaiting some further detail back from the team as the latest work carried out was to bring in a specialist machine to unblock a few manholes and the cable trunking that ran from it.
I would hope to see an update for you on where we now stand and the next course of action within the next 24 hours and please accept my apologies for the inconvenience this has caused.
Superuser
Superuser
Posts: 11,914
Thanks: 3,280
Fixes: 22
Registered: 22-08-2007

Re: No internet or phone - fault?

Quote from: Townman
A whole month to fix a line is a bit unusual, even by BTOR failure standards.

BTOR major incident then.
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: No internet or phone - fault?

Hi Kevin,
It does sound that way I'm afraid!
From the looks of the notes on the fault, there have been specialist teams called to the site, another team solely to manage the traffic in the area while the work is being carried out and then the last update which was the clearing of a large amount of debris from a number of manholes and trunks in order to get to the copper.
The overall sound of this does indicate that it will all be replaced and I can see where they attempted to bring up a temporary service for everyone affected but it wasn't possible so it does sound very serious.