Internet down

[#1]

Hi,

I live in London and internet for the entire building has gone down (47 flats) - trying to reach out via phone but unable to speak with anyone.

Before you ask - on our building facebook group there are over 20 people having the same issues, they are using a number of different providers so please don't suggest it's something to do with my connection

Can you please advise what needs to be done to get an engineer out to fix the problem?

Thanks,

[#2]

@pinkpoy As this seems to be a widespread issue, you will possibly find that BT/OR are already aware - when did the incident start?

[#3]

@jab1 I believe the outage started at 11:45 / 11:50 UK time

[#4]

OK - so an hour or so ago. Have any of the other residents been able to get an answer from their ISP?

[#5]

@jab1 Not that I can see- two people said that they've raised tickets.

1. With EE and the ticket 'is in progress, ETA for update is 24hrs' (note: update not resolution).
2. the person that raised it just said 'it's with Openreach for investigation', doesn't mention provider or ETA for resolution

[#6]

That's good - at least BT/OR are aware, so should be investigating. They won't give an ETA until they know what the problem is.

[#7]

@jab1 yeah okay but I don't use EE - how do I raise a ticket with Plusnet to make sure this is tracked here as well?

[#8]

@pinkpoy You don't need to - if it is a widespread issue (relatively speaking), once the BT/OR investigation/remediation is complete, you will come back on line.

[#9]

@jab1 no - I want to raise a ticket, I'm entitled to refunds for outages and without a ticket I won't have evidence of the outage.

Please advise how to open one.

[#10]

As the chances are this will be rectified within the next day or so, your compensation would be very little.

You cannot open a ticket for this type of issue, only ring in and report, or hope that a Help Team member sees this topic.

[#11]

@pinkpoy 

It's https://faults.plus.net or the phone troubleshooter https://www.plus.net/help/report-a-problem/phone/

[#12]

Cheers for the correction, @Baldrick1 , but as it was a 'widespread' problem, and had been reported...

[#13]

Thanks for your post @pinkpoy

I'm really sorry to see your broadband had stopped working today.

Line tests aren't showing any issues now but based on what you've said I suspect there was a service outage which has since been resolved as I can see your connection's come back not long after it went off.

For us to look at compensation you don't have to raise a ticket, but I agree you'd need to report the problem to us. You can do this by posting here as you have done, messaging us on Facebook/Twitter, or calling us on 0800 432 0200.

From what I can see your broadband was down for a grand total of around 2 hours and while I'm really sorry for the inconvenience, we can't realistically offer compensation for this due to how fast it was fixed. 

I've included below a picture of your connection showing this

We'd align to Ofcom's voluntary compensation scheme for total loss of service (even though we aren't actually signed up to this) so this means we'd offer £8 a day starting from the third working day after a problem's reported to us. 

Let me know if you have any further issues. 

[#14]

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

[#15]

Thanks for that response, @Gandalf - as I alluded in my earlier posts, the OP's problem had already been reported, and you have shown, resolved within 2 hours.