How to escalate a fault

[#1]

Is there anyway to escalate a fault? We have been without any ADSL broadband service for a month and Plusnet and Openreach don't seem to be making any progress in resolving the issue. (Router displays steady orange).

[#2]

I imagine you have a fault open for this - you already have two other topics on this subject, one of which you have not replied to a question from  @MisterW on?

[#3]

Yes l do have a fault open. For a month, but still no broadband.

[#4]

So what have PN said on that fault ticket?

[#5]

Most recently that another round of openreach work has been done and to do a factory reset. But yet again it hasn't fixed the issue. We have been going round in circles for a month. New router, new master socket , engineer visit, other openreach work.... nothing seems to be working. Ticket currently back with advisor, but have heard nothing today. Getting very fed up with it.

[#6]

My only suggestion is to raise an official complaint: https://www.plus.net/help/legal/complaints-code-of-practice/ , although if OR are working on it, there will be little PN can realistically do.

[#7]

Thanks, but yeah, the reliance on openreach is the weak link. Think l will be looking at Truespeed soon if l don't get it fixed soon. They have just installed in my road, are based in my home city and l can talk to someone face to face. I'll give it another week or so.

[#8]

If 'Truespeed' are available to you (and they appear to use the OpenReach network -do you have FTTP available if you check here ?

[#9]

Apparently not

[#10]

OK.

[#11]

@johnldunn Looking further into Truespeed, they appear to be an altnet, so I suspect they use their own infrastructure. They appear to have been part of the CDC initiative, but failed to complete their commitments, so the contract was terminated. Presumably, they have managed to overcome this - their website appears to show they are 'good'.

[#12]

Assuming @johnldunn lives somewhere in the map area below (link here)

by toggling the tick boxes for "TrueSpeed FTTH" and "Openreach native FTTP" you can see they exist in non-overlapping areas, also toggling "Virgin Media" shows a large area covered, and "OFNL FTTH" is in small patches

[#13]

Post code is BA2 1HR

[#14]

That postcode has TrueSpeed and Virgin, both up to 1Gbps, but Openreach doesn't have full fibre there yet.

[#15]

The complaint procedure appears to simply be to contact customer support to raise a fault which of course l have already done. 

Surely there should be a separate complaint procedure?