Using Plus net but need external line help

slinga

I pay Plusnet the monthly line charge having moved over from BT.

However the external fixing of the telephone line to my property needs some work as it looks like it is about to break.

Who do I call to repair this, Plusnet or BT???

And will there be a charge?

robin58

The line is owned by Openreach a subsidery of BT, but is not approachable by the public.

You cannot talk to them direct.

You must go through Plusnet who will then pass on the request for Openreach to investigate.

Anything from the Master socket to the Exchange is the property of Openreach. You should not be paying anything for the repair.

But there has been some horror stories on here about some people being charged £100+.

iniltous

slinga wrote: »

I pay Plusnet the monthly line charge having moved over from BT.

However the external fixing of the telephone line to my property needs some work as it looks like it is about to break.

Who do I call to repair this, Plusnet or BT???

And will there be a charge?

As it's not broken yet, if you report it faulty , when it isn't, you may get charged, strange as it may seem it may be wise to wait until it fails , or get onto Openreach's website and report it as damage to their network, you would be less likely to be charged that way...if you do risk it and report it, you report it to whoever you pay line rental to, Plusnet in your case

slinga

Thanks I managed after many press button stuff to talk to someone at BT who suggested both Open reach and Plusnet.
He said he could get BT to sort it but it would cost £126 as a call out charge.

As you say if it doesn't belong to me but needs replacing I shouldn't pay.

I'll contact Plusnet tomorrow and see what transpires.

LazyTyper

slinga wrote: »

Thanks I managed after many press button stuff to talk to someone at BT who suggested both Open reach and Plusnet.
He said he could get BT to sort it but it would cost £126 as a call out charge.

As you say if it doesn't belong to me but needs replacing I shouldn't pay.

I'll contact Plusnet tomorrow and see what transpires.

What robin58 advised is correct. You have no relationship with BT ( more specifically BT Retail).

Your relationship is with Plusnet, they are your supplier.

Openreach are then supplier to Plusnet (and to BT and everyone else).


Although what is behind the master socket is the responsibility of Openreach, if the fault is due to damage, then you can be held liable for repair work if it the damage is within your property or land.

slinga

My phone line is connected to my house, held onto my house by a hook which is screwed in to the facia board just below my gutterring. That hook has nearly rusted through and is held on by a 'thread' and needs replacing.

Can't get a number out of BT.

Can't get anything out of Plusnet after waiting 30 minutes etc.

Is there a Plusnet phone number I can call?? Or somewhere on their site I can raise a question.

macman

Try the Plusnet user forums, the PN staff on there are pretty good.
It's nothing to do with BTR, PN will log the fault with OR.

brewerdave

BT Openreach don't do "routine preventative maintenance" on those parts of the network -it has to fail before they will do anything -if PN call out Openreach then its almost certain that the engineer will test the line, announce thats its OK ....and b*****r off,raising a call out charge -the chances of him getting out a ladder to climb up to replace a rusty fitting are vanishingly small !!

jem16

slinga wrote: »

Is there a Plusnet phone number I can call?? Or somewhere on their site I can raise a question.

There used to be but it's so well hidden these days you'll struggle to find it. They want you to use the Live Chat option.

However I'd recommend the PlusNet Community forums.

http://community.plus.net/forum/index.php

Also tend to agree that you'll struggle to get it looked at until it actually fails - not PlusNet's fault but BT Openreach.

slinga

jem16 wrote: »

There used to be but it's so well hidden these days you'll struggle to find it. They want you to use the Live Chat option.

However I'd recommend the PlusNet Community forums.

http://community.plus.net/forum/index.php

Also tend to agree that you'll struggle to get it looked at until it actually fails - not PlusNet's fault but BT Openreach.

Thanks.

It actually crosses a road which if it fails might well be blocked and we're off on 2 weeks holiday in a week or so.

Owain_Moneysaver

slinga wrote: »

It actually crosses a road which if it fails might well be blocked and we're off on 2 weeks holiday in a week or so.

It would be handy if it failed just when you're leaving, then.