I can't blame Plusnet, or openreach, but I just want broadband.

[#1]

Sorry for the time this has been ongoing.

I'll get this picked up for you.

[edit]

I've raised a broadband fault for you and I'll update you as soon as I know more

[#2]

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@MauriceC wrote:

I think that you are being extremely patient and positive about the situation you find yourself in and therefore find the total lack of response from Plusnet very disappointing.  Time to raise a formal complaint!

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Thanks.  Don't tell PN but I can get by, using an expensive PAYG EE 3G link and avoiding any sort of streaming.  When I moved house I bought an amazon fire stick (So I can watch the new top gear)  It's still in it's box. 

I have never gone more than about 3 days without an update from plusnet.  It just seems that the update is always 3 (working) days after I've told them it doesn't work, They reply saying (for example) the phone line needs worked on, wait 3 days.  I reply to them saying still not working, and they reply (3 days later) and it gets passed to somewhere else who updates me in 3 days time.  Rince and repeat.  I won't be raising any complaints, and I don't do formal. 

I have every faith that they will eventually sort it out.   It's obvious to me that it's an Openreach issue, but I can't contact them.  I'm living in hope that someone in PN towers will push the right buttons and get it sorted for me.

[#3]

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@MatthewWheeler wrote:

Sorry for the time this has been ongoing.

I'll get this picked up for you.

[edit]

I've raised a broadband fault for you and I'll update you as soon as I know more

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Thanks Matthew.  I'm not going to update the ticket with a trivial detail but I received the bag to send the duplicate router back yesterday, and posted it back today.  The address still wasn't right though, the bag got here due to the first line and the postcode but could someone please put my correct address in my account details.  It's in my current open ticket  (The postman must think I'm an idiot 🙂  )

[#4]

Well, Absolutely nothing to say.  No update at all on the ticket, or this thread.  I watched the first half of the Grand Tour in my dinner hour,  looks like I'll have to wait to watch the rest of it.

I have and will continue to update this thread every evening.

Sorry for bumping it back up. 

[#5]

Er, Bump,

I should have said I have had 7 years with plusnet, with no problems. 

[#6]

I've taken a look into your fault and I would like to apologise for the time it's taking to fix.

I can see that an engineer investigated the line on the 11th, and it was passed back to us to book an appointment, however, this was not communicated out to yourself on the ticket.

When my colleague Matthew raised your fault to our broadband suppliers, they rejected the report because the line is testing faulty. I've passed the fault back to Openreach and the response time is by 23/11/16 23:59:59.

It's likely we may need to book that appointment, but I'll monitor your fault closely and I'll provide an update once we have one.

Once again, I am really sorry for the inconvenience caused.

[Edit]
I'll update your address details in your account tomorrow too.

[#7]

Excellent, Thanks Anoush.  You don't know what it means to me to get a reply.

I've got about 10 days holidays left that I have to take before the end of the year, so if an engineer appointment is needed just give me at least 1 days notice and I should be able to take the day off.

Thanks also for sharing the OR engineers note from the 11th, I noted the comment about the fault might be with the wiring in the house.  I cant see any problem with the wiring from here The BT line comes straight in horizontally to what you see below.  And, as I've said before, the phone line is working.

[#8]

No problem, I do understand the frustration of being left with no update. After reading your ticket I realised this could have been progressed about a week ago had the last adviser tested the line. I'll endeavour to keep you regularly updated myself.

As for the fault being internal, I can see that you've the NTE5 with a SSFP so that should bypass your wiring. And from your ticket, you've also tried the test socket which bypasses the plate being the issue. Not to mention an alternative router as well.

Hopefully another engineer will be able to diagnose and fix the issue externally, but if an appointment is required I'll let you know.

[#9]

Thank you sir.  I still think there is something simple which has been overlooked.  I was called early on the 11th by the OR engineer asking for directions while I was at work.  I did explain to him at the time that there were 2 overhead lines from the pole to the building, and that mine was the one that went to the back of the building but hits the property nearest to the front/road (avoiding a tree which is growing around the ancient BT line to the front property I guess).  The engineer understood that but I can't help thinking it's a potential source of confusion.  Although having said that if he tested the line he must have checked the number was correct.

Anyway, if you hear they are coming back, let me know and I'll try and make sure I'm here.

[#10]

@Anoush , I know it was only Yesterday when I last replied, but any update today?

[#11]

I checked your fault with our suppliers earlier today and the state hasn't changed yet I'm afraid.

Once the status reaches "past point of no return" that would indicate the job has been assigned to an engineer. I'd expect an update tomorrow or Wednesday.

We won't be able to chase Openreach until after their estimated response time.

I appreciate you've been without a service for too long, so I'll be on the phone with them first thing Thursday if things haven't progressed.

[#12]

@Anoush,  Thanks man.  I wasn't expecting an update within 2 minutes.  I'm looking forward to getting this sorted.  As I said, I''m happy to be at home if you get to know when OR might look at it

[#13]

No problem, I'll keep you updated.

As for the very quick response, I was already on the forums in the background when I got the notification of your reply.

[#14]

Your fault has reached past point of no return this morning so I would expect an engineer to be looking into it today.

I wouldn't want to advise you to take time off and wait in your house on the off chance they would require access. We'll book an appointment if necessary.

[#15]

Thank you for the update Anoush,

I had a call from the engineer this morning asking if there would be anyone in today.  He said he would go round anyway to see if he could fix it from outside.

Just had another call now from him to say it's all sorted and tests out fine.

I will see if there is any broadband when I get back after work, unless you can tell from your end.