Service went down Saturday morning

[#1]

Phone up Plusnet and they send out engineer on Monday who tells me it's a different team who fix this particular issue, I've heard nothing since

Guy said I won't need to be in for the engineers so that's good but it's been five days without service and I'm paying for this 

Yes I'll get £9 a day from today but still , I need my service back asap

Why no communication? 

[#2]

Got email saying someone would be in touch and handle case until it's sorted, nobody has been in contact 

This is seventh day of no service 

Yes I'll get the joke compensation but can I cancel without penalty instead ? 

You can even keep the compensation, this is appalling service 

Been with BT and Virgin and I was never without service this long with either of them 

It's just a terrible service to be fair 

[#3]

Did the engineer say what the problem was?

You could check whether there is an issue affecting more than just yourself using Zen's OpenReach status page https://status.zen.co.uk/broadband/outages.aspx  Just put the telephone area code in to search.

Plusnet are a budget broadband provider, so aren't suitable for anything mission-critical unless you also have a backup such as 4G. If they can't fix the problem after a month, then I believe you can break the contract and leave without penalty.

[#4]

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@danbottomburp wrote:

Been with BT and Virgin and I was never without service this long with either of them 

It's just a terrible service to be fair 

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To be fair, the engineers who manage and maintain the infrastructure used by Plusnet are the same engineers who do the same for BT.  If there's a big or complicated issue, it would blight any ISP using the BT Openreach network alike.  Virgin has an entirely separate network.

@Marsh - do you know what is happening here please?

[#5]

Yes there are two cables between two telephone poles that need connecting, the storm last weekend knocked a tree over which took out the cables 

He said it's an easy easy job but it has to be a different team, he even did all the tidying up and coiling the cables on the sides of the poles

He said it would take them twenty minutes max and that they don't need access to my property

I want to leave and the other poster who called Plusnet budget must be joking right ? 

I'm paying them £47 a month for 900Mb download, can go back to Virgin and get faster for £35 , budget haha 

[#6]

@danbottomburp 

If it's storm damage then the teams that deal with this will be busy.

By the time they set up and de-rig I reckon it's take more than 20 minutes. Fixing fibre optic cable is not nearly as easy as copper wire. They need to add a new section of cable as about a metre of fibre is required either side of a joint to allow for the "fusing" process. Two joins are required and they'll probably need a box on either pole to protect the joint.

Brian

[#7]

I'm repeating verbatim what the actual engineer told me, I haven't come here to argue semantics with some random person online
This is the seventh day without service , the 24 hours quoted for someone to get in touch has also passed
I'm actually glad at the level of incompetence being displayed , it will go some way to push for a penalty free cancellation when I go to the ombudsman demanding they release me from the contract

[#8]

@danbottomburp 

Hi,

Sorry to hear about the experience you have had thus far about the damages caused by the storm.

I can see that a member of the Customer Assist Team has contacted you already and spoken to you regarding the current situation.

Were they able to answer all your questions and help you with the issue?

Thanks,

Lex

[@danbottomburp]

Hi @danbottomburp I'm an ex PN user. I have zero affiliation with PN. Firstly you will get £9 per day compensation its not £9 in total.

Secondly if fibre cabling has come down, it may well affect a large number people to sadly just yourself. Regardless of how many they do need to do at least one re-splice (if it was between your property and the cbt) to 2 if it was between poles. Its probably about an hours work to sort it out.

Even though BT own PN and OR, they are separate companies, OR is completely independent from BT, so say you went with zen and had an OR install you today would facing the same delay and issue.

[#10]

I’ve left, cancelled my direct debit and quit, the lack of communication and them failing to phone when they said they would cemented that for me
I’ll get around to deleting my profile on here asap
Like I told the last random , I don’t care what your opinion is, the engineer that was actually here and knows all about the fault has more insight than the pair of you combined told me 20/25 minutes and I believe him over you two
Not they it matters

[#11]

To exit without ETCs you must allow up to 30 days for a repair to be attempted.

Good luck with your chosen direction.  It is highly probable that there will be a 10 day lead time for a service take over by another ISP (after the line has been repaired), followed by ETCs to be paid and possibly recovery action.

An alternative supply of an internet connection before Christmas seems unlikely.

[#12]

An alternative supply of an internet connection before Christmas seems unlikely.

I would say totally impossible, @Townman 😉

[#13]

Not that it’s any of your concern but I’m going back to Virgin media who can put my internet back on immediately
The router is coming in morning
Anything else you’d like to inform me of now? Why are you people commenting on something you know nothing about ?
You’re literally giving opinions on the repair without knowing a single thing about it
You’re telling me I can’t get a connection before Xmas
Honestly you lot are clueless 👍
But please keep telling me what’s likely to happen and when as I find your assumptions without any knowledge hilarious

[#14]

Ah - an alternative network.

[#15]

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@danbottomburp wrote:
I’ve left, cancelled my direct debit and quit, the lack of communication and them failing to phone when they said they would cemented that for me

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Just hope you can pay the ETC's without arguing the toss.