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Regional Engineering & Repair Delays - NEW

23/09/2014 @ 11:50

Earlier today we received notification from BT Openreach that they have declared what they refer to as an MBORC (Matter Beyond Our Reasonable Control) in certain areas of the country. This has the potential to cause fault resolution delays due to recent bouts of severe weather.

A copy of the notice is as follows:

"Parts of the the UK, in particular the South West and East Anglia, were hit with severe storm conditions with heavy rain and lightning strikes between Thursday 18 and Friday 19 September 2014.

This has seriously impacted Openreach’s infrastructure both above and below ground with fault intake over the weekend and into Monday at extremely high levels.

Openreach is therefore declaring MBORC for repair activities, in the following areas, with effect from 23:59 22 September 2014.

Swindon
Southampton

We are directing available additional resource into this areas to bring the position back to normal as quickly as possible. We are monitoring the situation and will remove MBORC as soon as service can be restored to the levels they were at immediately before the severe weather."

Apologies for any inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - RESOLVED

19/09/2014 @ 17:34

This is in an update to our previous posts regarding the recent connectivity problem.

The majority of our customers have now been able to re-connect to the Internet, however, some customers may still be struggling to get re-connected.

Customers who are still struggling to connect please manually log in to your router and under the 'Technicolor Gateway' section on the left hand side please select 'Configuration' and at the bottom of the screen click 'Setup my Technicolor Gateway' and follow the steps provided.

For further information please see the 'Connection Settings' table on this page: http://www.plus.net/support/broadband/hardware/broadband-connection-settings.shtml

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

19/09/2014 @ 11:02

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

Please see below an amendment to step 3:

If you are still struggling to connect please following these steps in the order stated below:

1) Rebooting your router by powering it off, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the reboot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

3) If the steps above have not worked please try 'factory resetting' your Plusnet router. Please only follow this step if you are using a router supplied by Plusnet. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

19/09/2014 @ 10:15

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet, however, some customers may still be struggling to get re-connected.

If you are still struggling to connect please following these steps in the order stated below:

1) Re-booting your router by powering off your router, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the re-boot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

3) If the steps above have not worked please try 'factory resetting' your router. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

Broadband Connectivity (82855) - UPDATE

18/09/2014 @ 19:35

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

The majority of our customers have now been able to re-connect to the Internet.

If you are still struggling to connect please following these steps in the order stated below:

1) Re-booting your router by powering off your router, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the re-boot please try to manually re-connect by following the steps outlined on http://www.plus.net/reboot

3) If the steps above have not worked please try 'factory resetting' your router. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

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