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Fibre broadband installation messed up!!

FIXED
rkaur
Dabbler
Posts: 19
Registered: ‎09-05-2017

Fibre broadband installation messed up!!

Had adsl connection for a month rarely any issues, today was my fibre broadband activation date. The internet is not working just getting an orange light. Spoke to plusnet they said engineer did set it up but something might occurred at the green box. Absolutely ridiculous, the engineer messed up and no I have no internet for days/weeks. Btw how long does it take for engineers to come out really how wait isn't that long 😭
9 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 9,155
Thanks: 2,868
Fixes: 455
Registered: ‎21-04-2017

Re: Fibre broadband installation messed up!!

Hi there @rkaur

 

I am sorry to hear you are unable to connect to the internet since upgrading to fibre broadband. Having reviewed your account it looks like you've tried plugging your router into the test socket with no success.

 

The next step I'd advise is raising a fault to us at http://faults.plus.net and let us know once you've completed that we'll get it picked up for you and a fault engineer visit arranged.

The availability of fault engineers is usually within a couple of working days.

 

I apologise for the inconvenience caused.

 

-Edit-

Scrap raising a fault, I can see the adviser raised a ticket to our faults team already.

I'll work the ticket for you now and will update you here

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
rkaur
Dabbler
Posts: 19
Registered: ‎09-05-2017

Re: Fibre broadband installation messed up!!

Thank you so much! Hopefully there is a solution for it soon as we are without internet and it isn't our fault. Oh btw thanks for working the ticket. I have responded with times of availability for engineer
Plusnet Help Team
Plusnet Help Team
Posts: 5,791
Thanks: 558
Fixes: 210
Registered: ‎01-01-2012

Re: Fibre broadband installation messed up!!

We'll get that booked in for you now.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
rkaur
Dabbler
Posts: 19
Registered: ‎09-05-2017

Re: Fibre broadband installation messed up!!

Thank you so it's this Friday and time is 8am-1. Also do I get contacted in the morning of that day?

Thanks for the quick help much appreciated
Plusnet Help Team
Plusnet Help Team
Posts: 5,791
Thanks: 558
Fixes: 210
Registered: ‎01-01-2012

Re: Fibre broadband installation messed up!!

You may get a text or a call off the engineer to let you know they're on the way.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
rkaur
Dabbler
Posts: 19
Registered: ‎09-05-2017

Re: Fibre broadband installation messed up!!

Will the issue also be fixed if there is a external problem such as at the green box or is this just for internal check
Plusnet Help Team
Plusnet Help Team
Posts: 9,155
Thanks: 2,868
Fixes: 455
Registered: ‎21-04-2017

Re: Fibre broadband installation messed up!!

Fix

The engineer will investigate the problem, they would generally just need access to test the line from your master socket. If an external fault is found they should either fix it or arrange for it to be fixed.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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rkaur
Dabbler
Posts: 19
Registered: ‎09-05-2017

Re: Fibre broadband installation messed up!!

engineer came and fixed the problem. issue solved very fast thanks for your help Smiley

Plusnet Help Team
Plusnet Help Team
Posts: 5,791
Thanks: 558
Fixes: 210
Registered: ‎01-01-2012

Re: Fibre broadband installation messed up!!

Glad to hear it's been fixed.

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