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Urgently need broadband to be fixed

rosiegee
Dabbler
Posts: 10
Registered: ‎28-10-2020

Urgently need broadband to be fixed

My broadband went down suddenly on Saturday night and I called Plusnet to be told they could see a fault on the line and would arrange for an Openreach engineer to come and fix it. It’s now Wednesday and this still hasn’t happened. I work from home and literally can not do anything until this is resolved so am really stressing now - can anyone advise me on how best to get an engineer to come as soon as possible to fix this please?
5 REPLIES 5
jab1
Legend
Posts: 17,064
Thanks: 5,464
Fixes: 254
Registered: ‎24-02-2012

Re: Urgently need broadband to be fixed

Welcome to the forums, @rosiegee . First thing I suggest you do is check if you have an open 'ticket' on your account. Log into your account, ad on the home page, click 'Manage Account', scroll to the bottom and click 'Help Assistant'.

John
rosiegee
Dabbler
Posts: 10
Registered: ‎28-10-2020

Re: Urgently need broadband to be fixed

Many thanks for this, I have just done what you suggested and see that there is an open ticket on my account.

It says the fault will be repaired by midnight tonight but in the summary of what’s been actioned I have the following messages -

Fault ID: 253074 was created
- Fault start date was added and set to 24-10-2020
- Service affected was added and set to Voice & Broadband
- Fault symptom was added and set to Noisy
- Engineer visit was added and set to No


Should the Engineer Visit be set to “no”? Or does this just mean that they don’t need to come to the house?

Thanks again

Rose
jab1
Legend
Posts: 17,064
Thanks: 5,464
Fixes: 254
Registered: ‎24-02-2012

Re: Urgently need broadband to be fixed

From what you have posted, @rosiegee , it looks like the fault has been identified as being outside your property, probably in the exchange, or the line from there to your local green cabinet, so Openreach can sort it without coming to your house.

Do keep your eyes and ears on it, and post back tomorrow if it isn't resolved.

John
rosiegee
Dabbler
Posts: 10
Registered: ‎28-10-2020

Re: Urgently need broadband to be fixed

Ok great thanks - fingers crossed it’ll be sorted by tomorrow!
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,907
Thanks: 1,524
Fixes: 479
Registered: ‎01-01-2012

Re: Urgently need broadband to be fixed

Thanks for your post @rosiegee

I can see our suppliers fixed your fault this morning

If there's anything else we can help with let us know

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team