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Update on fibre fault

justwill
Grafter
Posts: 29
Registered: ‎03-08-2018

Update on fibre fault

Just want an update on an ongoing fault that is meant to have been fixed soon.

 

We had a specialist engineer coming out in the last 48hrs but I've not heard anything and just wanted to get an update to see how much longer it is going to be.

 

Many thanks

41 REPLIES 41
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Update on fibre fault

Hi Will, 

 

I've just been in touch with Openreach who advised me that the engineer who visited you earlier this week discovered an external fault on the local network, they didn't have the necessary skill set to work on that so an external engineer has been assigned to this job. We're really sorry for the delay in this being resource but an engineer has been assigned to work on this on Monday

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
justwill
Grafter
Posts: 29
Registered: ‎03-08-2018

Re: Update on fibre fault

Hi

Just checking in to see if anything was done today as we still have a very slow connection at 1.5mbps at time of writing.

Many thanks
plusnettony
Plusnet Staff
Plusnet Staff
Posts: 2,188
Thanks: 48
Fixes: 18
Registered: ‎24-07-2014

Re: Update on fibre fault

Apologies for the delay. I've just been on to Openreach to find out what the latest situation is. They now tell me that the estimated response time is today, and to check for an update tomorrow. This date could change though. I've we've not heard anything positive tomorrow (or after close of business today), I'll be looking to escalate to the next level.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
justwill
Grafter
Posts: 29
Registered: ‎03-08-2018

Re: Update on fibre fault

Hi

 

Just to say we had an engineer visit on Tuesday but couldn't fix it. He did try his best but after 2 hours he had to get an extra engineer. We were told that 2 engineers would visit on Wednesday and it looked like someone did but since then nothing has changed.

Just wondering if there is an update on the fault or if they have narrowed it down yet.

 

Thanks

deank
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: Update on fibre fault

Hi @justwill

 

I have checked this out for you, and Openreach have found a further fault on the line. This has been raised externally for you and Openreach will have this responded to within 48 working hours. Please let us know how this goes, and get back in touch if you haven't heard a response by Tuesday.

 

Sincere apologies for the time this is taking.

justwill
Grafter
Posts: 29
Registered: ‎03-08-2018

Re: Update on fibre fault

 

Hi

 

Just had another engineer visit and couldn't find a fault. Sad

 

He tested the line he said the speed was reset back to 9mbps but on testing the speed it is at 2mbps. Are there any settings that need changing on your end relating to speed profile or was that what was reset?

 

Thanks

deank
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: Update on fibre fault

Hi @justwill

 

Sorry to hear that the engineer didn't fix the issue. Upon running tests from our side, I'm only seeing speeds of 4.6Mbps, which is below what we would expect to see on the line. I have rejected the clear back to BT Wholesale, and we are currently awaiting an update from them.

justwill
Grafter
Posts: 29
Registered: ‎03-08-2018

Re: Update on fibre fault

Hi

Just to say that I got a call today saying that the fault was fixed and to restart my router to see the adjusted speed. On the restart, we got the highest speed yet at 5.1mbps but that came to an end when it lost connection and we are now back to 2mbps.

One thing that is getting very annoying is how the last engineer just shrugged his shoulders and said: "You won't get a fast connection." And with that just left.

I did point out that no one has checked the connection on the pole as the fault seems to only appear when the weather is damper.

It would be nice to get something close to what I'm paying for.

justwill
Grafter
Posts: 29
Registered: ‎03-08-2018

Re: Update on fibre fault

Just done a speed test and now at 0.8mbps Sad

 

I've attached a screen shot

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Update on fibre fault

Hi @justwill,

I'm sorry to hear that you're experiencing this issue. I have taken a look into this today and raised a response via the fault ticket regarding the further investigation of this fault, which can be viewed here.

Please respond to this thread again once you've been able to update the ticket so we can progress the investigation of the fault further along as soon as possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
justwill
Grafter
Posts: 29
Registered: ‎03-08-2018

Re: Update on fibre fault

Hi @TheMightyAJ

Just responded to the support ticket.

 

Thanks

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Update on fibre fault

Hi there, I've just picked that up and responded. - Adam 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
justwill
Grafter
Posts: 29
Registered: ‎03-08-2018

Re: Update on fibre fault

Hi

At this point things are getting more and more messed up. We had an engineer turn up on Saturday with no warning but after explaining the fault again on the third test he found something. He is coming back today with extra crew as the fault is in the road.

I was still confused about the booking for today but thought nothing more of it. Just a few minutes ago we got a call from another engineer about a no dail tone fault. We had that fixed weeks ago (20th of July) we said but that was the note on the repair reported on the 4th of August!

 

It looks like we had two separate repairs booked in. This is a complete mess and I'm at my wit's end. Angry

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Update on fibre fault

Hi @justwill,

Sorry for any confusion that this may have caused you. I have taken a look into this issue today and raised a response via the open ticket on your account which can be viewed here.

Please let us know once you've been able to respond to the ticket so that we can progress the investigation of the fault along as soon as possible.

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