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New fibre connection drops out.

Hawklord
Hooked
Posts: 6
Registered: ‎03-01-2018

New fibre connection drops out.

After 20 days working fine my broadband connection dropped out during the night. Could not reset and 2 calls to support apparently gave different results. Still off with orange bar on router and 'b' slowly going on and off, i.e. not flashing. Any help welcomed.
3 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,984
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: New fibre connection drops out.

Apologies for the delayed response.

I can see a engineer has been out this weekend and the issue is now resolved.

Apologies for any inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Hawklord
Hooked
Posts: 6
Registered: ‎03-01-2018

Re: New fibre connection drops out.

Yes an Openreach engineer came out on Saturday. Very polite, efficient and told us what was happening at each stage.

For information to others the fault had to be rectified by him calling his helpline and was due to all data on our system / account having been wiped - apparently happened to several accounts in our area. Software had to be re-installed remotely and after half an hour or so talking with the helpline everything was back working again. No one seemed to know why the accounts had been wiped - definitely not due to non-payment as monthly fee had just been taken by direct debit.

May be of use to know for others in a similar situation where Plusnet could not fix the fault at their end.

Plusnet Help Team
Plusnet Help Team
Posts: 5,984
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: New fibre connection drops out.

Glad to hear they found the cause!

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