How has Plusnet support gone so badly wrong?

[#1]

That's great, thank you very much!
Btw I don't know if it's noted anywhere on the ticket but I can't often answer calls currently so if you can keep me posted by email and/or on here it would be much appreciated.
Thanks again!

[#2]

Any news on this today? I believe today is when the next Openreach update was due. Any progress from that escalation or anything? Is it looking like an internetless Christmas at this rate?

[#3]

Sorry for the delayed update @paulspeller 

Unfortunately, Openreach is advising the work needs a senior engineer and they can't get one out until the 28th.

I've gone back to the escalation team to see if they can get one out sooner but I can't guarantee this unfortunately

[#4]

Thanks for the quick reply, but obviously it's not what I wanted to hear. Appalling service from Openreach! I know it's nearly Christmas now but that's all the more reason to have got on with this in the first place and not required all this chasing.

I know a neighbour (with another ISP) had them out a day or two before I did so there's really no excuse that they were still not aware of the wider issue when they turned up to investigate mine on the 15th. Is there no recourse here? Someone earlier in the thread linked to A&A's page about all their work beating Openreach into submission when they're being slow to fix faults - what's their secret and is there any way to copy them?!

Thanks very much for what you're doing to chase this, I do really appreciate it, but I also wish any of Plusnet's normal processes outside this forum had been capable of treating it more seriously in the first place. Thanks again!

[#5]

I won't be home tomorrow to test anything (though I gather from the last visit the work is needed outside of my flat anyway as it's at a wider level) – please could you keep me posted with how Openreach get on and whether it's fixed or needs further work or whatever? Thanks!

[#6]

Hi @paulspeller 

The work looks to be external so they shouldn't need access.

I'm not in tomorrow unfortunately but @willcutforth is so he'll be able to chase this up for you 

[#7]

Thanks! Any news from Openreach today, @willcutforth?

[#8]

So according to the notes due to high winds the engineer couldn't access what they needed to. They have told us the next update is on the 2nd. I am so sorry about this.

[#9]

Thanks for the update but this is appalling, why aren't they getting on with it between now and 2 January?! Why isn't Plusnet able to apply more pressure to sort this out?!

[#10]

It will more likely be worked on before the 2nd and normally I would agree but with it being this time of year it is a struggle due to bank holidays etc and it was rather windy as well. I will e-chat them on Tuesday if there is no movement what so ever. 

[#11]

With BT/Openreach forcing everyone to give up their analogue landline telephones and use VoIP instead - which relies on broadband being continuously available to be able to make emergency calls,  this block of flats will have by the 2nd January not had broadband for 28 days (since 5th December).  How can it be acceptable that this vital service wasn't repaired within the first few days ?

You don't see National Grid waiting until winds have died down when overhead power cables have been broken during a storm,  the water companies don't wait a month when a water main bursts and customers are without water,  the gas companies don't wait until a warm sunny day to repair a gas leak.

If Openreach aren't attending an entire block of flats having their emergency lifeline being disconnected because of bank holidays, bad weather, and engineer availability FOR 28 DAYS, then they can't possibly be adhering to any targets for keeping customers connected, and should probably be reported for investigation.

@paulspeller have Plusnet offered to send you a 4G WiFi hotspot, to keep you online ?, if not why not ?

[#12]

Plusnet haven't offered me anything to keep me online, no. Should they have done? I would certainly appreciate that, although as it happens I'm not around to use it now until 1 January - but yes, I'd rather have something like that in place by 2 January, so I can work from home for example. Don't know if that's an option, Plusnet staff? And yes, agree you wouldn't get this slow a response on any other key utility!

[#13]

Btw I should clarify it's not the whole block of flats but it is an unknown multiple number of flats within it, I don't know the technicalities of why that is!

[#14]

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@paulspeller wrote:

Plusnet haven't offered me anything to keep me online, no. Should they have done? I would certainly appreciate that,

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This topic - community.plus.net/t5/Home-Phone/No-phone-or-internet-for-7-weeks 

would indicate that Plusnet can send out a EE MiFi hub, to keep you connected via 3G/4G

[#15]

I don't have the ability myself but I have checked with the customer assist team and they have said that if there is nothing by Tuesday we will pop you a Mi-Fi box out.