Nightmare experience with Plusnet / Openreach Please help!

[#1]

I am at my wits end on what to do so please help!

I have been with Plusnet for 11 months. At no stage (other than for 1 week, recently) have I got speeds over 150mb despite paying for 500mbs.

Fibre was fitted to our block consisting of 18 apartments 1 year ago. All residents chose different suppliers. Openreach connected everyone but nearly every case the engineers could not connect and had to return the following day with an extra 1 or even 2 vans. Some engineers said the block was already connected and it was quick. On most other occasions engineers struggled suggesting all sorts of crazy ideas of running cables in the ceiling not realising there was a connection box near the phone line.

For the last month my speed has been 50mbs. Plusnet have advised there is a major issue outage with an exchange 6 miles away. What is odd is that only a few of the 18 flats had issues. Most said the connection was great. Openreach have been here every day sometimes with 3 vans.

I was promised fix after fix and received texts it was resolved which forced me to then contact Plusnet who would say there is a major outage again. Around 10 days ago I had a good connection and as much as 400mbs. However, one of the residents still had no connection and she provided a letter confirming lost earnings. Openreach came out last Thursday and got her connected but I lost total connection with my router showing orange at the same time.

Plusnet said Openreach would come out but they did not despite me waiting in and not going to work. Today Plusnet advise Openreach will come out tomorrow but a neighbour has said Openreach came in the morning and said they will have to dig the road up and it will take 1 month!

98% of residents in the block have good fibre and I cant get to speak to Openreach to tell them it must be a wiring issue within the block as opposed to the fibre entering the block otherwise the other residents would have issues.

I really don't know what to do.

[#2]

@kris2 

How are you measuring these speeds - by wired, (ethernet cable), or wireless, (WiFi), connection to the router?

Connecting to the router by cable is the only reliable way of measuring speeds because otherwise you have two potential problem areas: your connection between the router and Plusnet, and also the WiFi within your home.

.

[#3]

Hi,

Wired. I'm pretty sure the loss of connection is as a result of the connection into the property as opposed to Plusnet's equipment. The problem is Openreach seem to be unanswerable to anyone.

[#4]

Today Plusnet advise Openreach will come out tomorrow but a neighbour has said Openreach came in the morning and said they will have to dig the road up and it will take 1 month!

Heya @kris2,

I apologize for the connection issues you've experienced over the past month. If your neighbor recently had an Openreach engineer visit and they mentioned needing to dig up the road, there's a possibility that your fault is linked to theirs. However, until we receive the engineer's report, we cannot confirm this. We are currently awaiting the report to provide more information. If you haven't been informed already, please note that since this fault has resulted in a total loss of service, you will be eligible for compensation under the Automatic Compensation scheme for total loss of service.