Fibre broadband not working since activation- please help!
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Fibre broadband not working since activation- please help!
15-04-2021 4:10 PM
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We’ve never had any issues with broadband before however recently switched from nowtv BB to plus net (the activation date was yesterday - active line takeover) however our broadband isn’t working properly at all. A plus net adviser told us that it was an open reach fault and their responsibility to fix, however with no problem ever in the past with the line itself I’m unsure how this is the case. Also, the fibre does appear once every couple of hours for about 15 mins (works perfectly) then disappears for another few hours. Can anyone help? We’re working from home and would like this resolved ASAP ☺️☺️☺️
Re: Fibre broadband not working since activation- please help!
15-04-2021 5:07 PM - edited 15-04-2021 5:09 PM
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however with no problem ever in the past with the line itself I’m unsure how this is the case.
Changing from normal broadband to fibre involves work at the cabinet to connect your phone line to a fibre port. Its possible that the work done by the Openreach engineer (or contractor) has caused a fault or the fibre port that they have connected you to is faulty
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Re: Fibre broadband not working since activation- please help!
15-04-2021 5:23 PM
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Re: Fibre broadband not working since activation- please help!
15-04-2021 5:30 PM - edited 15-04-2021 5:31 PM
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In that case you're correct, no physical work should have been involved at the cabinet. Not sure about the exchange though ? Do NOW use Sky LLU , in which case some rejumpering would be required for the voice path . Wouldn't have thought that would affect the Fibre broadband though...
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Re: Fibre broadband not working since activation- please help!
15-04-2021 5:37 PM
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Re: Fibre broadband not working since activation- please help!
15-04-2021 5:49 PM
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I'm not sure that they do. They just place an order on BT wholesale, who place an order on Openreach, to take over the line. If it goes wrong then all Plusnet (or any other ISP using BTw) can do is raise a fault and get BTw/OR to investigate and fix.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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