FTTP Fault

[#1]

Hi Peter,

I'm really sorry for this. I've spoken with our suppliers and should be fixed for you. Can you turn your router off and on? 

They're also looking at identifying any remaining accounts affected and proactively fixing the records as soon as possible. 

[#2]

Thank you Anoush, but it isn't back. I'll direct message you.

[#3]

No problem Peter, I've just messaged you back 

[#4]

I seem to be having exactly the same issue. I have been on a FTTP trial and internet went down on Thursday 22/9/22 morning, Had various engineers looking at it. Tried multiple routers. BT Open Reach came out and from his side he said it was all ok. It just looked like an authentication issue, he even factory reset both routers so was convinced it was plusnet side.

The tech team put me through to sales and made me sign up for 24 months on full fibre so they can send out a new hub as they believe that is the first fix to try. 

Would be much appreciated if some one could check my username.

Thanks

[#5]

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@Jonny5k wrote:

The tech team put me through to sales and made me sign up for 24 months on full fibre so they can send out a new hub as they believe that is the first fix to try. 

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This isn't right and I hope that @Gandalf will sort out this issue and ask why the Tech team are getting people to sign up to 24 month contracts to fix a known issue! Seriously I hope @Jonny5k is able to cancel this new contract if he wishes as it is "words fail me here"

edit to correct spelling

[#6]

Hi @Jonny5k, thanks for the post! 

I'm really sorry to see your FTTP connection stopped working and for the difficulties you've had getting it fixed.

I've been in touch with our suppliers who have fixed this for you and I can see your router is back online.
 

Do you still want to go ahead with your new contract? It looks like as part of this we'll be upgrading your speed.

[#7]

@SpendLessTime  Absolutely appalling from customer services, they need some serious feedback. A new router wouldn't have fixed it anyway. 😠

[#8]

@RealAleMadrid, I'm sure it was just a knowledge gap in that the agent might not have been aware of the known problem. Outside of this, trying a new router is the logical way to go and recontracting can generally give you a better deal. 

[#9]

Thank you very much for sorting @Gandalf . I will double check it when I get home tonight.

Thanks I will stick with the upgrade least it wall all look correct on the account.

They don't need to send out the new router and charge me £6.99 for shipping though if my current system is working fine.

Thanks

Jonathan

[#10]

No problem and sounds like a plan Jonathan! Let me know how it goes when you're home. 

I've cancelled the hardware order, but let me know if you do want a Hub Two and I'll get it re-ordered for you.