Why is Plusnet refusing to look in to my Fibre issues

[#1]

To cut a long story short after months of trying basic changes and test which both Plusnet and I knew were a waste of time they have now refused to look in to the actual issue I am experiencing.

Essentially I have an issue where I am connected to my router (wired or wireless) but cannot connect to the internet. The router states there is a good connection (which is backed up by an openreach engineer visit) but I cannot actually get on to the internet. This is not an issue with the connection to the router as I can access the hub manager page very quickly and easily.

I have attached a screenshot from  the OFCOM app confirming exactly what I experience:

Plusnet have advised there are no capacity issues on the line either.

This is an intermittent issue that comes and goes (usually in morning and evening) but if I connect to my work VPN before the 'line goes down' it will continue to work absolutely fine.

Because of all of this I believe it must be a traffic routing or traffic management issue in my area, but Plusnet have refused to even look at this in fact I was told on Monday afternoon that there is nobody in the business that would even be able to look in to this.

[#2]

Sorry to hear you're having issues with your connection.

I can see one of my colleagues in our complaints team is dealing with the matter for you and updated you earlier today regarding this.

Let us know if there's anything else we can help with

[#3]

Hi Matthew,

Thank you for your response, I was expecting an email and call back from the complaints advisor that I spoke to earlier in the week, but have not had this.

Can you give them a nudge?

[#4]

Hi @TeamGB

Thanks for coming back to us. I've requested that my colleague give you a call ASAP and have updated your complaint ticket accordingly.

Best wishes

Dave