New customer - fibre broadband not working - re-direct to BT Wholesale page

[#1]

Hi - I know this is a problem seen before, but I cannot get my new fibre broadband to work.

I've had no luck with Chat (spent an hour re-setting router, confirming username and password etc - all stuff I'd already done); couldn't get through on the phone (30 min wait on a 10 minute queue and still didn't get through) and have logged a support question (3 days ago but with no response).

my broadband was activated (supposedly) on 13 August. I was away at the time so tried connecting on 19th august (using supplied plusnet hub one).  But have not had any luck.  I reconnected my old ADSL router and tried and (by accident) it seeemd to work (slow speed) using my old BT log on details - making me think that something has fallen down between plusnet and BT in closing the old account.

is there anything I can do at my end to get this sorted?

Appreciate any help, thanks

hc

[#2]

Sorry to hear your connection isn't working.

Our tests are showing a external fault on the line which will be the cause of your issues

I've raised this to our suppliers and we'll update you when we know more

[#3]

Thanks Matthew.  It's been nearly 5 days since the last contact from yourselves - is there any update?

[#4]

Sorry to hear you haven't had a update.

I'll get this chased up for you and update you shortly