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No phone or broadband for over a week

bremen1874_1
Hooked
Posts: 5
Registered: ‎19-09-2023

No phone or broadband for over a week

Both my phone and broadband died at approx. 9.30 on Tuesday 12th Sept. This was reported as a fault at 10.00 on the same day.

After hearing nothing substantial back, I spoke to someone the following afternoon. I was told that an engineer was booked with an ERT 72-hour fix.

As of 23.50 on Tuesday 19th Sept the line is still dead. 

I've burnt through most of my available mobile data. I need to have some sort of reasonable guess about how long this is going to go on so I can put something in place.

My neighbour's line is also dead. Apparently, they managed to speak to an Openreach engineer working on the problem. From what they say, there's a problem with blocked ducting that could potentially take weeks to fix.

I just need information so I can plan.

 

7 REPLIES 7
dvorak
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Re: No phone or broadband for over a week

You might find some info here related to faults https://status.zen.co.uk/broadband/

 

Judging on date and time, this could be your issue https://status.zen.co.uk/broadband/fault-outage-details.aspx

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bremen1874_1
Hooked
Posts: 5
Registered: ‎19-09-2023

Re: No phone or broadband for over a week

Thanks for the suggestion.

When I put my number into Zen's page it doesn't list any known faults.

bremen1874_1
Hooked
Posts: 5
Registered: ‎19-09-2023

Re: No phone or broadband for over a week

The Plusnet case number I was given for this is 236870392.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Re: No phone or broadband for over a week

Hi @bremen1874_1 

I'm really sorry to hear that your connection is down at the moment.

Unfortunately, the outage is still ongoing and due to be fixed by the 27th

As soon as we know more we'll be in touch

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
bremen1874_1
Hooked
Posts: 5
Registered: ‎19-09-2023

Re: No phone or broadband for over a week

Thanks.

Openreach has been working on it today.

They tell me that it should be fixed today, but it's still down at the moment. They've left some equipment connected to the line outside my house and disappeared again.

bremen1874_1
Hooked
Posts: 5
Registered: ‎19-09-2023

Re: No phone or broadband for over a week

After working on it for most of the day, Openreach has given up and gone home.

Phone and broadband are still dead.

From my neighbour's conversation with the engineer, we could be waiting until the 27th or beyond.

James30
Plusnet Help Team
Plusnet Help Team
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Registered: ‎19-04-2023

Re: No phone or broadband for over a week

@bremen1874_1 - I've had a look at the fault and found that the need to process something called an A55 that is used to scope out planning permissions and dig work needed to fix it. This takes 5 working day to process then we will know when the work will continue. The fault's team will update you shortly on that fault ticket though.

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James - Plusnet Sheffield
Plusnet Help Team