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Offline since Wednesday 20/11/13 and no contact from Plusnet?

bobcharles
Dabbler
Posts: 11
Registered: 25-11-2013

Offline since Wednesday 20/11/13 and no contact from Plusnet?

Hi I have been offline since Wednesday 20th November 2013 and as of yet have had no reply from plusnet after raising the fault over the phone and online.
There is no DSL light on the openreach modem and when I try to connect through my router it says concentrator not reachable. Id quite like my broadband back please.
7 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Offline since Wednesday 20/11/13 and no contact from Plusnet?

Hi bobcharles,
I've flagged your Fault Ticket to the Faults Team Leaders for this to be picked up for you. Our Faults Team will be in touch as soon as they can with an update for you. Really sorry for the delays you've experienced thus far - we're working hard to reduce our ticket volumes and wait times at the moment.
Chris Pettitt
Cloud Environments Engineer
bobcharles
Dabbler
Posts: 11
Registered: 25-11-2013

Re: Offline since Wednesday 20/11/13 and no contact from Plusnet?

Still nothing. I mean its only been a week nearly, thats not enough time for someone to contact me? Shall we say xmas or is the new year better for your guys?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Offline since Wednesday 20/11/13 and no contact from Plusnet?

I've just done some testing on your line and can see that your Modem isn't communicating with your cabinet - we're going to need an engineer to visit to get that sorted out for you.
Any ideas when you can be available for an engineer at all?
Chris Pettitt
Cloud Environments Engineer
bobcharles
Dabbler
Posts: 11
Registered: 25-11-2013

Re: Offline since Wednesday 20/11/13 and no contact from Plusnet?

Thursday 28/11 all day. Wednesday 4/12 all day and Thursday 5/12 all day.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Offline since Wednesday 20/11/13 and no contact from Plusnet?

Thanks for that information. I've got you an engineer booked in for 28/11/2013 between 8am-1pm.
Chris Pettitt
Cloud Environments Engineer
bobcharles
Dabbler
Posts: 11
Registered: 25-11-2013

Re: Offline since Wednesday 20/11/13 and no contact from Plusnet?

Thanks this has all been fixed now. Could you please check my speeds when it is appropriate
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Offline since Wednesday 20/11/13 and no contact from Plusnet?

Great - I've updated your profile. If you log into your router and hit the 'Disconnect' button and then the 'Connect' button shortly after, you should see your speeds have increased.
Chris Pettitt
Cloud Environments Engineer