Another blackhole- fault not fixed after 3 weeks

[#1]

A port is something at the exchange that PN/BT control, so nothing you have any control over. 😎

[#2]

To @willcutforth

HPsauce had a similar problem to me - PN staff member @MatthewWheeler did a "port reset" and that has fixed their problem.  Has anyone tried this with my broadband?  (not everything is documented in questions & service notices - I have seen no mention of it)

Thanks

[#3]

Hi @Spiralofdoom 

I'm sorry to hear you've been offline with a similar issue and for how long it's taking to sort.

I've requested a port reset on your line as well and it should go through soon.

If it works your connection should come online straight away but it might also be worth rebooting the router in 30 minutes time

[#4]

Thanks for trying @MatthewWheeler. Wondered why hub was flashing. Unfortunately went back to solid orange. Have since rebooted - solid orange.
On we go through the labyrinths of PN/OR ...

[#5]

Sorry to hear that @Spiralofdoom 

I can see we're fully ceasing and reordering the broadband to see if this sorts it 

[#6 · Accepted solution]

Firstly thanks to @jab1  and @MisterW  for technical help (though I'm not at all techy) and to @Kimcopeland and @HPsauce for moral support during the last week - hope your issues are resolved soon.

Good news - broadband has been restored this week.  Almost 4 weeks since we returned from holiday and reported it.  It took NASA less time to find Voyager2 and that is billions of miles out in interstellar space!

PN/OR ran out of "soft" options, so went for a "hard cease and re-provide", treating us as though we were moving house so disconnecting us then reconnecting (albeit at the same house).  So essentially they turned off the big switch, waited a bit, then turned it back on again.  Well we all know that works every time!

Do you think it is coincidence that I started posting on here one week ago (3 weeks after reporting the fault, 4 engineer visits and two brand new HubTwos later) and PN finally raised us up to staff who could actually do something?  Mind you, we weren't impressed with the 8.20am Sunday morning phone call!  Just as well PN were calling us with a plan of action.  (I know, PN calling us, not vice versa - must be a first - they were supposed to ring yesterday to see if service had been restored, but not heard from anyone yet.  Surprise surprise.)

Next up, how "automatic" is Automatic Compensation? And - bad news - the OR engineer's visit last Friday has left us with a persistent crackle on the landline, our main form of communication.  Used to be perfectly clear.  Have reported to PN online.

I hope I don't have to come back on here anytime soon, but we wait with baited breath.

Thanks

Spiralofdoom x

[#7]

@Spiralofdoom happy to hear it. At least someone's problem is fixed 🤣🤣 how long after the cease and re provide until it resumed?

I'm just over 2 weeks in now with no broadband and still no sign of improvement 🤦🏻‍♂️ just being told to wait until further dates. Fingers crossed they do the same.

[#8]

I am unexpectedly back already.

Today I have received a letter dated 31 July from BT asking me to set up a direct debit.  It's got an account number too.

I am NOT a BT customer.

What is PlusNet playing at?

[#9]

Hey there @Spiralofdoom I am sorry about that. Are you able to send me a screenshot of it via PM at all?