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Openreach have fried my router, £30 cessation fee??

cyprus2005
Newbie
Posts: 3
Registered: ‎05-01-2018

Openreach have fried my router, £30 cessation fee??

Openreach visited the box outside my house on 31st December, same day broadband connection lost. Now Plusnet say,
A. They cannot contact Openreach to find out what they have done.
B. They want me to sign up to a new contract to get a new router....
C. After heated discussions and hardwired laptop to reset router (later they said the router was fine) I have decided to give notice, now they say they have 'recently introduced' a £30 cessation chargeHuh
All of their own doing and the customer is paying for their gross incompetence....
your thoughts on this please
8 REPLIES
rongtw
Seasoned Hero
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Registered: ‎01-12-2010

Re: Openreach have fried my router, £30 cessation fee??

Thsi maybe one for the staff to look at @Gandalf

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Registered: ‎14-04-2007

Re: Openreach have fried my router, £30 cessation fee??

Moderator's Note

Topic moved to Plusnet Feedback.

Customer and Forum Moderator. Windows 10 Firefox 64.0 (64-bit)

Baldrick1
Aspiring Hero
Posts: 2,004
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Registered: ‎30-06-2016

Re: Openreach have fried my router, £30 cessation fee??

A. If you have a fault then you have to jump throught the hoops and do the normal checks before reporting it, then of course Plusnet will put the wheels in motion to get Openreach to fix it.

B. As Openreach have not 'fried' your router you don't need one.

C. The cessation charge is clearly spelt out in the Terms and Conditions.

Openreach may well have accidently disconnected you. If you go to another ISP you will still be disconnected (unless you go to an independant cable based ISP). Openreach will reconnect you if it is reported to Plusnet. Such incidents are unfortunate and irritating but these things happen.

My thought on this is that having 'heated discussions' with Plusnet agents is counter productive in getting problems sorted.

cyprus2005
Newbie
Posts: 3
Registered: ‎05-01-2018

Re: Openreach have fried my router, £30 cessation fee??

Thanks,
I keep saying that loss of service started just after Openreach had been outside the house but they refuse to accept this and say that it is IMPOSSIBLE to contact them.
That is absolute rubbish, how do they function if that is the case....

oh, I think I've answered the question..... they don't 🤡🤡🤡
Baldrick1
Aspiring Hero
Posts: 2,004
Thanks: 848
Fixes: 67
Registered: ‎30-06-2016

Re: Openreach have fried my router, £30 cessation fee??

Maybe something is being lost here in the translation. You cannot contact Openreach to ask them what they have done. You have no contract with Openreach. However you can report a fault to Plusnet who are contracted to supply you broadband and they will contact Openreach to get it fixed.

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cyprus2005
Newbie
Posts: 3
Registered: ‎05-01-2018

Re: Openreach have fried my router, £30 cessation fee??

Actually Plusnet tech support said they could not contact Openreach
Community Veteran
Posts: 5,225
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Registered: ‎10-06-2010

Re: Openreach have fried my router, £30 cessation fee??

If it's for broadband, Plusnet will be contacting BTWholesale, not Openreach.

Community Veteran
Posts: 1,636
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Registered: ‎13-08-2015

Re: Openreach have fried my router, £30 cessation fee??

Is it just broadband that is down or is your phone also not working? If so then this will need to be sorted first before your broadband will work.

What checks have you done so far?