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Sixth day without phone and broadband - help please!

Frustrated5
Newbie
Posts: 2
Registered: ‎29-12-2022

Sixth day without phone and broadband - help please!

Since an engineer visited the house I have just moved into on 22nd Dec I have no phone line or broadband to date. This was to be a straightforward switchover from my old address to new. But customer services can’t sort anything out. I have spent six hours and counting being put on hold passed from one dept. to another. Each time the new rep has incomplete notes on the system. I need to explain each time that the engineer said there was an external fault. Engineers have been booked and cancelled without explanation reps are confused with notes. And so the story goes on and on. It’s a complete mess. If anyone can help I would be grateful. Two days ago I noticed my junction box cover is missing and wires are hanging out. I have to remind the team of this too daily.
3 REPLIES 3
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,542
Thanks: 10,222
Fixes: 1,596
Registered: ‎21-04-2017

Re: Sixth day without phone and broadband - help please!

Sorry for the struggle you've had. Sad

I thought I'd see what I can do to help so looking into this I can see that our ordering system wasn't showing your line as active, despite the order having completed in the supplier systems. As a result we hadn't been able to successfully report a fault with the service for an engineer to investigate further.

Records have since been updated though and line tests are showing a "Dis in network" (Likely at the junction box as you've suggested), so yesterday we managed to raise the fault to Openreach.

I'm confident things are now on track and an engineer should be assigned as soon as one becomes available.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Frustrated5
Newbie
Posts: 2
Registered: ‎29-12-2022

Re: Sixth day without phone and broadband - help please!

Thanks for the quick response Gandalf, but you’ll appreciate it’s not the first time I’ve been told Plusnet are on it.
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,542
Thanks: 10,222
Fixes: 1,596
Registered: ‎21-04-2017

Re: Sixth day without phone and broadband - help please!

No worries and sorry for the delay, looks like an engineer went out an hour after your post and you're online now?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet