Fibre broadband still not fixed after 3 weeks

[#1]

Hi

It would be useful to get any advice on next steps. I work from home 4 days a week so this has really disrupted my job - I've also had to purchase an expensive amount of data from my mobile phone to keep connected. 

For the past two Thursday's Plusnet have informed me OpenReach will come to replace the fibre - but both times no one has turned up. Each time there is a new excuse - OpenReach have to prepare an A55 before they can fix (first excuse), the next week (there is wear and tear on the fibre so they cannot fix). Given that no one even came to our road - how do they even know this? Are they just making excuses?

The difficulty is that I cannot follow up with either OpenReach (as all queries must go through Plusnet) or Plusnet as when I call the customer service line they tell me a specialist team is dealing with it - but will not give me their contact details. Is there anyway I can escalate this issue - it's unclear to me whether this is an issue with Open Reach or Plusnet or both. 

[#2 · Accepted solution]

@nmeader  Unfortunately it is all down to Openreach messing their customer about which means Plusnet  not you. There is one way of trying to get some action. Find the email address of the Openreach CEO (Google will help) and send an email explaining the problem, you may get some helpful response. Best of luck.

[#3]

Thanks for the reply - that's a good idea will have a look.

[#4]

Try this  https://ceoemail.com/

and this https://www.ceoemail.com/s.php?id=ceo-9623&c=Plusnet%20Plc-Chief%20Executive

Whilst I sympathise with you regarding working from home I should point out that that won’t cut any ice with Plusnet as they don’t do business accounts anymore. I seem to recall they point out in their T&Cs the service is for domestic use only, but they have no objection to the odd business email, file transfer etc but…………..

[#5]

Moderator's note by Mike (Mav): The fix has been changed to @RealAleMadrid as per message #2.