SOGEA line issues and ORDI required?

[#1]

Thanks very much! It is very, very appreciated

The faults page looks like it still works so I'm inclined to try that - the other reporting a problem flow looks less useful, as either broadband speed or broadband fault take you straight back to first line support by the looks of it.

I suppose if I could get an Openreach engineer sent out, they'd probably discover an oddity on my line and be able to restore the speed, but it's a question of persuading Plusnet that an engineer is necessary. It's a similar story with the address problem. If the correct people at Openreach caught sight of it, it could be corrected pretty instantly - but of course they are not customer facing.

I may use the faults checker now and go from there.

Will update the thread with my findings, as at least then everyone who has chipped in here will be able to see the outcome!

[#2]

Hello again all!

Unfortunately, the faults page is actually broken even though it is still live. I tried putting all my details in and some extra information in the Additional contact info box, but when I try to submit it I get the following error:
Please enter daytime phone number
Please enter evening phone number

This is despite the form only having a box for a mobile number, which I did put in!

I previously had a John Lewis Broadband account (provided by Plusnet, of course) at another address, and I am aware that their system had daytime, evening and mobile numbers listed - so probably somewhere in the Plusnet billing system three numbers are listed, but there are not boxes for three numbers on the form. Anyway, the result is the form is broken.

I don’t use Twitter/X, am not inclined to call the general customer service number and start a lengthy troubleshooting/supervisor/on hold conversation, and there’s no other way to get hold of Plusnet so I will have to leave this post here and hope that somebody technical at Plusnet eventually sees it and tries raising a ticket on my account.

Hopefully raising a ticket straight to the team that could help with booking an engineer.

Thanks again to everyone who has tried to help so far. 👍

[#3]

Sorry about that, but it was worth a try. to be brutally honest, having been round these parts as long as I have and seeing the changes in attitude to customers situations, I fear you will get nowhere, but you may get lucky - I hope you do.

[#4]

Indeed, it was worth a try and hopefully this will be worth it if I do manage to catch somebody's eye!

The community here does also still have some value as reading about SOGEA here prior to switching helped me make sure I didn't lose my phone number, which was great.

In a way, a straightforward fault (such as no internet) is far easier to explain and therefore fix. The incentive to fix it is also clear as the customer will simply leave if you don't. This kind of situation is more nuanced and therefore more complicated. The line is "just about" within generally accepted "impacted" performance, so sort-of looks normal. Yet impacted performance is meant to be an estimate which takes account of poor line quality and so on - I know my line is "capable" of being good because the exact same line had better performance before. It also isn't meeting Plusnet's own estimate for speed at all (which was 48Mbps) so something isn't quite right.

Just like Plusnet are not incentivised to deal with it, I can't really be bothered to spend time on the phone as my connection does work. To be honest, I hoped it would resolve itself (if it is simple crosstalk at the cabinet, an engineer may tidy up the patch panel any day if they happen to notice problems) but it hasn't yet.

This may turn into a zombie thread if nobody from Plusnet does see it.

I think I'll just sit here with my fingers crossed!

[#5]

Report your problem by text message

Our text service is available 24 hours every day.  

Text HELP for broadband to 07800008121 (charges may apply at your standard rate)

[#6]

Does it work on SOGEA connections, though?

[#7]

It should do - no harm in trying.

[#8]

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@jab1 wrote:

it might be an idea to try reporting a fault using https://faults.plus.net . 

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@jab1 Just an update to advise the faults page has moved to https://www.plus.net/help/report-a-problem/ 

I've been given that address further to asking if faults.plus.net was still valid, after @lesleys mentioned the numbers issue.

However the advice on the current faults page is the same as that provided by @Townman on 28/10/24, re reporting an issue by text message.

No idea if that provided the solution for @lesleys (though hopefully so) but thought you might wish to have the updated faults page address, anyway.

.

[#9]

@Penny I'm aware of the 'correct' way to report a problem these days, but it fails miserably if you are on a SOGEA or FTTP connection, as it still appears to rely on a 'landline' phone number, which neither of those options provide. I did hear that the BBEU  number could be used, but haven't seen confirmation that it actually works.

I seem to recall from other posts that the 'faults.plus.net' link has been nobbled, but these days I usually suggest to anyone on other than FTTC that they call PN direct and hope they get an agent who can actually help.

[#10]

@jab1

It certainly relies on the mobile number being associated with the account.

[#11]

@Townman I know that is what is said, but, and I'm only going on the odd comment I have seen from customers who have the mobile associated, but still get the 'number not recognised' issue when trying to use the bot.

Not recently, but some time back, I was having to advise such individuals to call in.

[#12]

I have an open escalation on the matter, which has an interim response for which I’ve sought amplification. Certainly calling removes all doubt of the effectiveness of the automated bot.

[#13]

Users can request a callback by texting advisor and somebody will call them back between 8am-7:30pm rather than them having to call in.