Plusnet will report the issue to OR, then have to sit back and wait for the engineer report. THis will probably offer a "Clear", at this point PN should contact you to ask if the fault is fixed.

If not, they then "Reject" the clear and it is passed back to OR for further investigation.

PN as, to be honest, as much at the mercy of OR as the customer in situations like this.

If multiple providers are reporting issues it is likely a more major issues than a simple line fault, and likely to take a little longer to rectify as OpenReach will no doubt have to test several lines and equipment installations.

And as there was a 4 day bank holiday, OpenReach will be mopping up from that too.

In reply to a post by azrael316:

Plusnet will report the issue to OR, then have to sit back and wait for the engineer report. THis will probably offer a "Clear", at this point PN should contact you to ask if the fault is fixed.

If not, they then "Reject" the clear and it is passed back to OR for further investigation.

PN as, to be honest, as much at the mercy of OR as the customer in situations like this.

If multiple providers are reporting issues it is likely a more major issues than a simple line fault, and likely to take a little longer to rectify as OpenReach will no doubt have to test several lines and equipment installations.

And as there was a 4 day bank holiday, OpenReach will be mopping up from that too.

If your water/gas/electricity was 'off' for approaching a fortnight then all hell would break lose and yet a telephone/broadband service seems to escape that wroth were it seems alright to amble along day after day without even a hint of good PR explaining the issues to the customer. Your platitudes in your posting doesn't cut any ice with me.

Not much direct help either from Ofcomedy as they cannot handle individual complaints but at least they provide a "follow these steps" webpage if you can access it

http://consumers.ofcom.org.uk/complain/phone-and-bro...

Edit) ... forgot to paste this:- http://ask.ofcom.org.uk/help/telephone/landfault

Edited by Apprentice (Thu 09-Apr-15 13:36:43)

In reply to a post by Apprentice:

Not much direct help either from Ofcomedy as they cannot handle individual complaints but at least they provide a "follow these steps" webpage if you can access it

http://consumers.ofcom.org.uk/complain/phone-and-bro...

Edit) ... forgot to paste this:- http://ask.ofcom.org.uk/help/telephone/landfault

I like your terminology of Ofcomedy as clearly they are a joke when suggesting "If eight weeks have passed since you first formally complained you can contact the ADR directly". So two months could pass before they swing into action. It could be a long haul for the OP!

Thanks for your response to Azrael - you said it for me! Every day they put the fix forward another day and PN have offered me (when it is working again) a free month of broadband!! Currently free for a year to new subscribers!

We have three levels of irritation in our household - Incandescent, Ballistic, and Nuclear. when this is sorted nobody will be left unscathed!

If an essential service like Gas or Electricity was off for a week, then yes, there would be cause for getting irate, however the Internet and Telephone are not classed as an essential "utility", and probably never will be.

If your access to the internet is quite so critical why do you not have a backup option?

The very nature of the UK telecoms system means that it will never be free from faults and it is to be expected that you will get issues that require extensive work to rectify.

In reply to a post by azrael316:

If an essential service like Gas or Electricity was off for a week, then yes, there would be cause for getting irate, however the Internet and Telephone are not classed as an essential "utility", and probably never will be.

If your access to the internet is quite so critical why do you not have a backup option?

The very nature of the UK telecoms system means that it will never be free from faults and it is to be expected that you will get issues that require extensive work to rectify.

I have plenty of fallback options but only one line to my own home. When do school holidays end?

In reply to a post by azrael316:

When do school holidays end?

Wouldn't know, I don't have kids yet.

And as for "I only have one line", So do I, but as my access is critical I have ensured I have a 3G/4G backup access and a mobile phone should I need to make a call. You know, just in case the exact situation happens.

Now, have a snickers....

Latest update is that OR need to replace 300m of cable and it will take a further ten days to find a contractor. Then they have to actually get the work done. I managed to contact PN faults again via another connection and the "nothing to do with us now, guv" attitude was quite apparent.

They should be grateful I am not an enthusiast of Social Media!

In reply to a post by meldrew:

When do school holidays end?

Today.