FTTP total outage since 6 Jan – repair date slipped

[#1]

We have had a total FTTP broadband outage since Tuesday 6 January.

Plusnet diagnostics state this is a local area fault, but the estimated fix date has already moved from 8 January to 13 January, with no meaningful explanation.

This is causing significant disruption as we rely on the connection for working from home. A week-long FTTP outage is not acceptable.

Could a Plusnet representative please:

• Check the Openreach fault notes

• Confirm what is actually outstanding (engineer visit, fibre repair, civils access, etc.)

• Confirm that Ofcom automatic compensation will be applied for the full outage period

I would appreciate a clear update rather than further automated responses.

Thank you.

[#2]

Regarding outages in your local area, broadband service is beyond your control and Plusnet's control, as Openreach manages the primary network infrastructure.

Should your line experience a fault that is subsequently rectified by Plusnet and Openreach, you will automatically receive a refund for the affected days. Plusnet will notify you within 30 days regarding the credited amount to your Plusnet account.

[#3]

@Julian1310 

Could a Plusnet representative please:

• Check the Openreach fault notes

• Confirm what is actually outstanding (engineer visit, fibre repair, civils access, etc.)

• Confirm that Ofcom automatic compensation will be applied for the full outage period

I don't know what information ISPs get from OR these days, but I do know that OR are very sparing with the information they provide. I doubt you will get much of an update until Monday at the earliest - OR support contact centres are only open Mon-Fri except for emergencies, and in any case PN CS are only very lightly staffed over the weekend.

What is your area (dialling) code?

[#4]

Thanks John.

Understood regarding weekend staffing.

Dialling code is 01938.

I’ll await a Plusnet representative update when available.

Thanks.

[#5]

@Julian1310 I have just checked your code on the Openreach faults site, and unfortunately, there is no fault showing. That doesn't mean there isn't one  - I have seen this before with Full Fibre issues.

It does mean though that I can't help you any further.

Do you have a fault ticket open?

[#6]

@Julian1310 

Given your ability to work is predicated on your use of a basic residential grade internet connection - what is your business continuity plan in the event of a protracted fault?

[#7]

Moderator's note:
Thread moved from Broadband to Full Fibre

[#8]

Gemini AI reveals

As of Sunday, January 11, 2026, there is a confirmed service issue affecting parts of the Welshpool (01938) area.

🚩 Known Issues

• Openreach (Fibre): There is an active investigation into a fibre issue (CBT - CBZDJHUY) specifically listed for Welshpool.

  Status: Under Investigation.

  • Estimated Resolution: Openreach indicates a target fix time of January 19, 2026, though many repairs are completed sooner.