cancel
Showing results for 
Search instead for 
Did you mean: 

Total loss of service again

leemetcalf
Newbie
Posts: 3
Registered: ‎27-04-2023

Total loss of service again

Hi, We had fibre installed last friday 21st after around 3 hours it lost all connection and was off till tuesday 25th, an engineer came out swaped lots of things and spent hours on the phone to someone who kept resetting things.  it was on the rest of that day all day 26th then for no reason signal has gone again and wont connect, so far since getting this wondeful service it has not worked more than it has worked.

 

The PON light is solid red as per previously so there is no incoming signal, the only change to router settings is to change the SSID for the WiFi away from the default setting.

 

What is causing this to constantly fail as it is beyond a joke now and meaning it is impossible to work from home which is what I do for my job.

 

So far when contacting support we get told someone will get back to you within 48 hours, and as this is the second instant it has missed the window for automatica compensation scheme as it was over a weekend and almost instantly dropped again and it does appear that the fault is the infastructure side of things.

 

what can you do to actually get the product we are paying for working?

7 REPLIES 7
pjmarsh
Superuser
Superuser
Posts: 4,035
Thanks: 1,579
Fixes: 20
Registered: ‎06-04-2007

Re: Total loss of service again

That should be quite a straight forward one from yours and Plusnets point of view. If the PON light is red, then it’ll need an Openreach engineer to determine and fix a fault on your fibre line. I don’t think there is anything anyone else could do.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

leemetcalf
Newbie
Posts: 3
Registered: ‎27-04-2023

Re: Total loss of service again

You would think it would be however 3 hours after first install it went down, took 4 days to get an engineer out, it worked for just over a day then died same error and they wanted to wait 48 hours, after talking to them for the second time an engineer is coming out next day, they tried to blame changes to the router settings that would have caused it however its all default apart from the SSID was changed from the default settings and the hub is not getting a signal due to the nice bright red light

RealAleMadrid
Aspiring Hero
Posts: 2,726
Thanks: 1,402
Fixes: 59
Registered: ‎07-07-2009

Re: Total loss of service again

@leemetcalf @Unfortunately you have suffered an ELF not once but twice. Early Life Failure happens sometimes and you have been unlucky. Only Openreach can fix this as it could be a physical fault in your fibre or some configuration problem at the exchange. However trying to blame the failure on changes made to the router is total nonsense and unacceptable.☹️

James30
Plusnet Help Team
Plusnet Help Team
Posts: 408
Thanks: 141
Fixes: 25
Registered: ‎19-04-2023

Re: Total loss of service again

Ey up @leemetcalf ! Hope you're alright. I can't see it being router setting to be honest as all the router is doing is managing the PPPoE authentication side of things not the actually broadband connection. I Can see that we're on our way to getting this sorted with Openreach though and if you've not already looked you can see the fault history here @ https://www.plus.net/wizard/?p=view_question&id=233415902 , will you let me know how you get on with the engineer visit?

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
leemetcalf
Newbie
Posts: 3
Registered: ‎27-04-2023

Re: Total loss of service again

Well an engineer has been and said he cant fix the fault today its something further up the network so someone else will need to deal with it but does not know when this will be.  so far we are now without service for almost a week with basically just over a working days worth of use in that time

James30
Plusnet Help Team
Plusnet Help Team
Posts: 408
Thanks: 141
Fixes: 25
Registered: ‎19-04-2023

Re: Total loss of service again

I know what you mean it's really not good and I'm sorry for that. On one hand FTTP is far more reliable but on the other hand all it takes is a cut, kink or bad joint on the tiny fibre optic wire for it to play up. I'm not seeing an updates yet but I'll update the ticket later on today @leemetcalf .

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
James30
Plusnet Help Team
Plusnet Help Team
Posts: 408
Thanks: 141
Fixes: 25
Registered: ‎19-04-2023

Re: Total loss of service again

Only me again @leemetcalf I've sent you a ticket to reply to here https://www.plus.net/wizard/?p=view_question&id=233415902 .

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team