What's happening with parents broadband?

[#1]

I'm just wondering what's happening with my parents broadband? I had a fault raised by plusnet support as openreach didn't turn up to install the fibre modem, but have done the work at the cabinet. Has the fault been raised with BT/Openreach or just with plusnet? Last time I had a fault reported by BE Broadband (around a year ago now), openreach were out the next morning to repair the broken line. Unfortunately they've been without broadband since yesterday at around 11am yesterday (upgrade day) and they rely on it for emails, TV, kids Xbox's and allsorts.
Tickets:
#80568376
#80568290
This is the last reply on the ticket but not sure if we need to respond or not?
Summary - Line not in sync, need to confirm NTE status before progressing to BTW.
Next Action - Return to EU.

[#2]

Hi there
Looks like there's been a bit of confusion on this. I think the agent dealing with your fault hasn't noticed the notes on the account.
I'll give him a quick nudge and get this picked up

[#3]

Thanks Matthew!