Openreach and Plusnet escalation

[#1]

Hi

I reported a fault on my landline and broadband 10 days ago (Tues 2nd Jan) - Storm Henk damaged a cable that runs from a telephone pole to my home. 

Plusnet told me this fault should be rectified by EOP Thursday (48 hours after fault was reported). To date the problem remains unresolved. Site visits have been made by engineers booked in by Openreach with no repairs made (2 visits were not communicated to me). Given the length of time passed I and lack of communication from Plusnet, I made an official complaint to Plusnet and was informed yesterday that they had raised an ‘escalation’ to Openreach. 24 hours later I have no idea when the engineers will be here or when the repairs will be made. Escalating the issue seems to have made no difference.

Has anyone had any experience of the Openreach escalation process and how effective it is?

TIA

[#2]

Hi @ACM3000  I'm sorry to hear you're still waiting for an update on your fault. I can see you've emailed in and your complaint is now with our High Level Escalation Team. You've been assigned a case handler who has taken ownership of your complaint going forward. 

If you need to get in touch with your case handler, you can add a comment to the open ticket on the account via this link https://www.plus.net/wizard/?p=view_question&id=239448327