Broadband Fiber fault

[#1]

yes Jelv I do know that but they are coming to my house rather than looking at it in the herongate exchange. I get the feeling they don't trust this end. We had the same problem when we went to sky and the problem was at that herongate exchange, they had to reset something there then we got our broadband back, again an openreach issue.

[#2]

I'm not sure it's a question of trust. It's a fact that if a line test doesn't identify the location of the fault, then the only option we have is to book an engineer visit. I do apologise for any inconvenience caused.

Happy to hear you're back up and running now. Our Faults Team will follow up within the next 72 hours.

[#3]

We are not yet up and running. The engineer is booked today after 1pm. Hope it will be today though.

[#4]

Let us know how the engineer visit goes.

[#5]

Openreach engineer has been and gone broadband still down. He says it needs a broadband specialist out to look at it.

[#6]

We raised a broadband fault so a broadband engineer should have been assigned. Sorry if that didn't happen. It looks like we'll need to send out another engineer. Our faults team should pick up your ticket shortly.

[#7]

Right the openreach engineer has just phoned to say he has fixed the problem in the junction box/exchange at the top of the road and the internet is working now. His words were it had a double jumper on it ! so that must of happened when we switched over to talk talk on the 27th June and for 4 days had no internet with talk talk until I gave up with them and cancelled them  maybe unjustly as it was a open reach issue and then went back to PlusNet. So effectively we have had no internet from the 27th June until today, admittedly with plusnet  from last Friday on go live.

My son has spent £35 so far on extra data topup's with talk talk mobile as he needs to download/upload for his work daily, I have spent £15 extra with EE mobile data and my daughter £17.90 with BT hot spot I have asked them all to get the bills.

 Myself and my daughter have spent a whole day on emails, telephone queues, internet chat and waiting in for an engineers.

I hope we can come to an agreement on compensation now.

thanks 

Mike.

[#8]

I hope you are separating the extra costs for the period when you should have been with TalkTalk from those since you officially came back to Plusnet!

In respect of your son's cost I hope you consider the impact of the following clause in the Plusnet Terms and Conditions on the validity of your claim:

2.1. You must:

...

2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;

Making a claim might open up a can of worms!

[#9]

Hi Mike,

I believe you've spoken to one of my colleagues from the faults team, and everything is sorted now?

Anoush

[#10 · Accepted solution]

Yes thanks everything is sorted now we are up and running thanks.