Fibre broadband keeps dropping, router light goes orange

[#1]

thanks a lot for getting back to us @andyt1970

I'm really sorry to hear that the issues with your connection have had an impact on a recent party in your property

I've just had a look into the account and can see that Openreach will be investigating the matter externally, but if access is required at all, they have yur phone number and will let you know. Openreach are able to trace the location of a fault, so if it's at the junction box, I'm certain they'll be able to figure it out.

We hope to have this matter both addressed and resolved by 20/12/2021.

You can both view and comment on the pen fault ticket for direct communication with our faults team here.

[#2]

adam945 "Openreach are able to trace the location of a fault, so if it's at the junction box, I'm certain they'll be able to figure it out".

It doesn't look like they can. Neighbour I spoke to said there were 2 Openreach vans parked near to my block earlier looking under some "cover" but not the one at the foot of the stairwell that leads up to our flats. They apparantly didn't stay long and by the time I got there they had driven off. Same neighbour also said some kids were "playing" with the BT box up on the wall by the first flat on this landing last week and ran off when the neighbour challenged them.

I know it is all down to this box on the wall. 

Don't forget we were without broadband for over 2 weeks a few Xmas's ago, we're not having that again.

How do you make a complaint against Openreach please? I definitely won't be renewing with Plusnet again for broadband when this contract ends in March 2022.

NOT HAPPY. 

No landline.

No broadband and wi-fi.

Can't homework.

Can't enjoy Christmas with our 5 year old as we can't use our Smart TV and watch YouTube stuff or iPlayer

[#3]

It's not about being compensated some £1 a day for loss of service. We need a working landline and internet access, especially NOW.

If the fault is with BT Openreach, they need to fix it pronto. It's their fault, not mine/ours.

[#4]

Thanks a lot for getting back in touch @andyt1970

We have no notes on the fault yet I wouldn't be able to provide any further information at this point. Once we receive some engineer notes, we'll be able to follow this up with you and arrange an engineer visit if the problem persists.

[#5]

So, Laurel & Hardy turn up from Openreach Friday afternoon, left something in my new socket then came back 45 minutes later, asked them what was wrong and they kind of shrugged their shoulders then mentioned wiring in big green cabinet was a mess, but they rebooted my router and it worked and landline was working.... for Saturday and Sunday. Monday dinner my landline went DEAD again as it is NOW. Back on phone to Plusnet, now sending someone else round tomorrow morning. Just unbelievable.

Please fix it.

I need to be able to work from home, and need a working telephone line and broadband. 

This has gone on long enough!

Moderator's note by Dick (Strat): All caps title/text edited as per Forum rules.

[#6]

@andyt1970 I understand your frustration, but the problem belongs to BT/OpenReach and it is they, and only they, that can solve it. PN are your suppliers, but BT are theirs.

Unfortunately, some of the BT/OR field operatives are not that bothered about solving a problem, but most are - I've never had an issue they haven't fixed. If you get sub-contractors (Kellys/MJ Quinn) then it is a lottery if you are going to be successful.

[#7]

This will be the FOURTH visit in what, 13 days now? Each time they say it's fixed. And despite me pointing out that loose "alarm" shaped BT box on the wall by the first flat on the landing (with all wires sticking out), they just shrug their shoulders and walk past. 

It has to be this box that then has all the writing that goes into each flat. The cover is loose, wires are exposed and it's not secure.

But I'm just the long suffering customer paying nearly £40 a month while 3 separate Openreach engineers who couldn't fix it come and go, each time blaming MY equipment!

[#8]

'Andy, as you know, I'm not Plusnet staff - not even a PN customer any more - but someone @Gandalf ? might know a way to persuade OR to do the job properly. Sounds like you are plagued with uninterested operatives, because I must admit all those I've had over the years have gone above and beyond to sort my issues.

[#9]

Thanks jab1, sorry I'm not shouting at you.

Just can't believe a 4th person is now coming and I have no hope or faith in anyone from Openreach fixing this, never mind for Christmas.

[#10]

As @Gandalf previously said: "I'll then escalate this with our suppliers to try to get a senior multiskilled engineer assigned to the job".

Yes PLEASE.

[#11]

@andyt1970 wrote:

Thanks jab1, sorry I'm not shouting at you.

Just can't believe a 4th person is now coming and I have no hope or faith in anyone from Openreach fixing this, never mind for Christmas.

---

I understand, Andy, don't worry. If I was in your shoes I'd be seething by now. Unfortunately, because they are separate companys, there is no central contact or accountable body, and Joe Public is caught in the middle.

[#12]

Hi @andyt1970,

I'm really sorry to hear that you're still affected by this fault. I've had a look over the account and I can see that an engineer appointment is due to go ahead tomorrow as you've mentioned here in the thread. Please could you update the thread following the visit to let us know how it goes and we'll be happy to review the case further at that stage. 

[#13]

Saw Openreach van in car park but no one
has knocked here. Someone from Plusnet support just rang saying there seems to be two issues and mentioned copper wiring and broadband should be fixed,I picked up telephone and landline is still dead, then went downstairs and did a pin reset of router which still has horizontal orange light on front and a flashing b, so it's not fixed.
Can anyone help PLEASE.

How can they say the broadband is fixed if landline is still DEAD?

[#14]

No show from anyone, I was told my appointment was for 8am-12pm.Just rang Plusnet CS again and was told it should be 8am to 1pm and someone should be with me within the hour. So was incorrectly told 8am - 12pm, now 8am - 1pm, well that's 17 minutes away. So why within an hour from now?
It's all LIES, I don't believe a word from anyone. If it was going to be fixed before Christmas why have Plusnet credited my account and the first CS I spoke to mentioned to go and buy a home broadband dongle so I could work?I have had to take today off work as I cannot work due to having no landline and broadband. DISGUSTING.
I work in team of three people, tomorrow the other two are off so I cannot be off work. I need to process permits within our 2 hour SLA and NEED to be able to work tomorrow, and the office is shut due to COVID rules.

[#15]

Thanks for getting back to us @andyt1970. It is is possible for multiple faults to exist on the line and for one aspect to be fixed before the other under some circumstances. I've been in touch with our suppliers this morning regarding this case and they have advised me that there are multiple faults in your area at the moment that require attention. The fault affecting your line has been acknowledged to be part of a wider fault and an engineer has been assigned to look further into this tomorrow, at anytime up until midnight.

To be completely honest with you, I don't know when this fault will be resolved. That having been said, what I'd like to do today is take personal ownership of this case so that the updates you receive from us are more streamlined and more proactive. What I will do is check back in with you on Thursday, the 23rd of December, to see how things are. If you have any additional queries or issues that you'd like to raise in the meantime then please don't hesitate to log them in this thread or via the support ticket here.