Been without internet for over a week
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Been without internet for over a week
27-07-2023 5:54 PM
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Re: Been without internet for over a week
27-07-2023 5:56 PM
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Re: Been without internet for over a week
27-07-2023 6:05 PM
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@Kimcopeland Welcome to the forums. I'm not connected to Plusnet in any way, other than being a long-time Community member, so can only offer advice based on that experience.
What reason were you given for the initial failure? The upgrade should progress once the initial fault is corrected - sounds like an Openreach network failure to me, but I may have to revise that thought based on your reply to my initial question.
Re: Been without internet for over a week
27-07-2023 6:10 PM
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Re: Been without internet for over a week
27-07-2023 6:19 PM
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OK. So when you reported the fault initially, what reason did they give you then? The reply you got this morning doesn't make sense - I assume you are/were on Unlimited Fibre/unlimited Fibre Extra, which doesn't really involve 'exchanges'.
I understand you are understandably annoyed - as I would be, but a clear concise history and timeline may give me some clues as to what to suggest.
From your initial post, I get the impression you have placed an order to move to Full Fibre?
Re: Been without internet for over a week
27-07-2023 6:29 PM
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And yes that's correct full fibre was booked for today.
Thankyou for your time
Re: Been without internet for over a week
27-07-2023 6:37 PM
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OK, Kim. This sounds like another in a depressing line of mis- or non-communication between PN, OR and the customer. Unfortunately, as a mere Community member, there is little more I can do but I will tag a Super User, who has a slightly more direct line of communication with the company.
@MisterW - thoughts?
Re: Been without internet for over a week
27-07-2023 7:03 PM
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Something is not right here, I'm suspicious of the fibre install having been pushed back ? There's no reason why a copper fault should affect it. I'm going to try escalating to get a Help team member to look over this and sort out what's really happening.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Been without internet for over a week
27-07-2023 7:05 PM
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Thanks, @MisterW . 👍
Re: Been without internet for over a week
27-07-2023 7:26 PM
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Re: Been without internet for over a week
27-07-2023 7:29 PM
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Now this has been picked up by an SU and flagged to the help team, you should see some positive action being taken, but it may not be until tomorrow.
Re: Been without internet for over a week
27-07-2023 7:38 PM
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What someone said to me to today in the tech team was that even if they came to do the upgrade I'd still have no broadband because of the fault.
that doesn't make sense! The full fibre infrastructure is completely different to the copper based one, so unless there's a major outage In the area, a fault in one won't affect the other! Either way , cancelling the fibre install doesn't make sense....
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Been without internet for over a week
27-07-2023 7:41 PM
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Re: Been without internet for over a week
27-07-2023 7:42 PM
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I'm wondering if this a 'Fibre' (SOGEA) installation rather than Full Fibre, as this would explain the copper connection issue?
Re: Been without internet for over a week
27-07-2023 7:43 PM
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