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Service went down Saturday morning

danbottomburp
Hooked
Posts: 8
Registered: ‎08-01-2024

Service went down Saturday morning

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? 

16 REPLIES 16
danbottomburp
Hooked
Posts: 8
Registered: ‎08-01-2024

Re: Service went down Saturday morning

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 

corringham
Seasoned Champion
Posts: 1,393
Thanks: 717
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Registered: ‎25-09-2015

Re: Service went down Saturday morning

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.

Townman
Superuser
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Re: Service went down Saturday morning


@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 


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?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

danbottomburp
Hooked
Posts: 8
Registered: ‎08-01-2024

Re: Service went down Saturday morning

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 

bmc
Hero
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Registered: ‎28-02-2017

Re: Service went down Saturday morning

@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

danbottomburp
Hooked
Posts: 8
Registered: ‎08-01-2024

Re: Service went down Saturday morning

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
LexLex2020
Plusnet Help Team
Plusnet Help Team
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Registered: a month ago

Re: Service went down Saturday morning

@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

If this post resolved your issue please click the 'This fixed my problem' button
 Lex Keehner
 Plusnet Help Team
krusty
Rising Star
Posts: 98
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Registered: ‎09-08-2017

Re: Service went down Saturday morning

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.

 

 

danbottomburp
Hooked
Posts: 8
Registered: ‎08-01-2024

Re: Service went down Saturday morning

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
Townman
Superuser
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Re: Service went down Saturday morning

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.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
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Re: Service went down Saturday morning

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

 

I would say totally impossible, @Townman 😉

John
danbottomburp
Hooked
Posts: 8
Registered: ‎08-01-2024

Re: Service went down Saturday morning

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
jab1
Legend
Posts: 19,250
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Re: Service went down Saturday morning

Ah - an alternative network.

John
jab1
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Re: Service went down Saturday morning


@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


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

John