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Raised an issue using text service but told I need to wait 4 days?

Philmccann2
Newbie
Posts: 4
Registered: ‎03-01-2022

Raised an issue using text service but told I need to wait 4 days?

Hi,

 

I was hoping to speak to someone from the support team regarding the issues I've raised about my noisy phone line/slow broadband service.

 

I raised the issue using the text service, just wondering if it's possible to speed up the solution?

 

Thanks

8 REPLIES 8
Mav
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Re: Raised an issue using text service but told I need to wait 4 days?

Moderator's note(s):

Thread moved from Fibre Broadband to Home Phone.

Forum Moderator and Customer
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adam945
Plusnet Alumni (retired)
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Re: Raised an issue using text service but told I need to wait 4 days?

Hello @Philmccann2 

Thanks for getting in touch and I'm sorry to hear that you're having issues with your service. I've ad a look into the account and can see that this issue has now been raised with Openreach, and we're hoping to have the matter both addressed and resolved by 06/01/2022.

 Adam
 Plusnet Help Team - Leeds
Philmccann2
Newbie
Posts: 4
Registered: ‎03-01-2022

Re: Raised an issue using text service but told I need to wait 4 days?

Thanks Adam, can you shed any light as to what the issue might be?


Thanks!

TheMightyAJ
Plusnet Help Team
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Re: Raised an issue using text service but told I need to wait 4 days?

Hey @Philmccann2,

I'm afraid it's a bit unclear as to what exactly has caused this issue at the moment, however we should have a clearer idea once our suppliers have taken a further look into this. Our Faults Team will be in touch to check up on you once we've received an update from the engineer carrying out work on your line, so it may be worth asking the team then Smiley

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 Alex H
 Plusnet Help Team
Philmccann2
Newbie
Posts: 4
Registered: ‎03-01-2022

Re: Raised an issue using text service but told I need to wait 4 days?

Hi,

 

Not had any news from anyone - is it being fixed?

 

Thanks

Gandalf
Plusnet Help Team
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Re: Raised an issue using text service but told I need to wait 4 days?

Thanks for getting back to us @Philmccann2

We've not had an update so far but the estimated response time we've been given is by 06/01/22 23:59:59 so we can't go chasing our suppliers yet I'm afraid as we'd need to allow them the full length of this timeframe to provide an update.

We'll continue to monitor the ticket 220797594 and we'll provide an update as soon as we know more but feel free to post back here if you need more help or you've got further queries.

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From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
Philmccann2
Newbie
Posts: 4
Registered: ‎03-01-2022

Re: Raised an issue using text service but told I need to wait 4 days?

Thank you for the responses so far.

 

Is there any update on this as of yet? My broadband is running at 1/10th of the speed it is supposed to.

 

Thanks

Gandalf
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Raised an issue using text service but told I need to wait 4 days?

I can see we got in touch with our suppliers helpdesk yesterday and we were advised that an engineer hasn't been out yet due to engineer availability but they're expecting an engineer to take a look at your fault for us tomorrow. 

Really sorry for the inconvenience

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team