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No usable line since 24 October (16 days and counting)

Posts: 6
Registered: ‎23-06-2021

No usable line since 24 October (16 days and counting)

I raised a fault on 24 October that the voice line for incoming and outgoing calls was unusable (Question ID 228600830). The internet speed also plunged to less than 1Mbps (much less than minimum guaranteed speed). I already stated that we use a telecare emergency assist system connected to the phone line, and as elderly, vulnerable non-mobile phone users we require constant access to this line. 16 days later nothing has changed, and there is no urgency at all on Plusnet's part to resolve it.

This is clearly an unacceptable delay, and I will be requesting full compensation for every day of this loss of service. Please can you escalate fully and ensure this issue is physically worked on by an engineer - today. The work has been delayed and put on hold numerous times so far.

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

Re: No usable line since 24 October (16 days and counting)

Hey @phenomena,

I'm really sorry to hear about the situation. I've had a look at the ticket in question and I can see that an active investigation is underway, though due to the nature of the fault, it's taking longer to resolve than we would like. This is because the fault is associated with a Mass Service Outage in the area and is proving to be complex to resolve. With that having been said, an engineer has been working on the task daily for the last couple of days and is due to again work on the task today. 

I can see that our Welfare Case Team has been providing regular daily updates on this case and have already been in touch earlier today to confirm the aforementioned engineer work scheduled for today. Whilst I cannot guarantee when a resolution will be reached, I'd like to assure you that we are taking this matter very seriously and would be happy to see what compensation can be offered once the fault has been cleared.

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