topic Re: Full Fibre 145 install and price issues in Full Fibre

Full Fibre 145 install and price issues

asm46598 — Sun, 17 Jul 2022 08:46:05 GMT

Hi,

around July 8th I ordered Full Fibre 145 from the upgrade page from my account page on the website. The offer was for £30.99 for 24 months, the same offer that others have received.

Install was supposed to be tomorrow but I have not received the new router. I phoned customer support who told me the router was not sent out and are going to try to rearrange the install. If they can't I was told to refuse the install and be charged £65 and the customer service person said they will reimburse me.

The customer service person also said the cost of the new service was £35 per month, and checking the emails I was sent they also mention £35, even though the offer on the website was £30.99 for the first 24 months.

Does anyone know how much I will actually be charged, £35 or £30.99? Have double-checked the email and the product is definitely Full Fibre 145.

Thanks

Re: Full Fibre 145 install and price issues

MisterW — Sun, 17 Jul 2022 08:51:05 GMT

Do you not have an existing router ? which model is it ?

Re: Full Fibre 145 install and price issues

asm46598 — Sun, 17 Jul 2022 09:08:49 GMT

Existing router is VDSL only, BT Business Smart Hub.

I do have a Netgear R6200 which I though might work but the CSR said it wouldn't.

##EDIT: Sorry It is a R6250 ##

Re: Full Fibre 145 install and price issues

MisterW — Sun, 17 Jul 2022 09:16:30 GMT

I do have a Netgear R6200 which I though might work but the CSR said it wouldn't.

@asm46598 the R6200 will work fine. Just connect its WAN port to the ONT. You will need to configure it with your Plusnet username/password.

So no need to delay the installation

I'll just go and check about the Business Smart Hub...

Sorry It is a R6250 that will be fine as well

edit: Ok, so the Bus Smart Hub won't work. It has no WAN port facility, the FTTP version has different firmware which converts LAN port 4 to a WAN port

Re: Full Fibre 145 install and price issues

asm46598 — Sun, 17 Jul 2022 11:10:59 GMT

Thanks, have set up the R6250 but cannot test at the moment, will wait and see what happens tomorrow.

Also phoned CS again to point out the £30.99/£35 issue and they have emailed me confirming £30.99 price for 24 months.

Seems Plusnet's processes and procedures still need a bit of a polish before full fibre is released to everyone.

Re: Full Fibre 145 install and price issues

RealAleMadrid — Sun, 17 Jul 2022 12:12:09 GMT

@asm46598 Yes Plusnet's processes and customer support can be somewhat flaky, what on earth were they thinking in your opening post ...."I phoned customer support who told me the router was not sent out and are going to try to rearrange the install."

There is absolutely no reason to postpone the FTTP installation it would just cause extra delay and confusion, the connection can be tested with a PC directly connected to the ONT in the unlikely event of your own router not working.

Re: Full Fibre 145 install and price issues

Ian06 — Sun, 17 Jul 2022 14:55:56 GMT

When I had my FTTP installed the Openreach engineer was keen to remove the old copper lines. Because we had overhead cables he wanted to use the old copper to pull the fibre cable over.

If he removed the copper when installing the fibre and there was no suitable router to use on fibre you could potentially be without a connection.

Re: Full Fibre 145 install and price issues

asm46598 — Mon, 18 Jul 2022 17:20:45 GMT

Engineer came and did the install. Unfortunately there is 'no light on the CBT' so no internet for at least a few weeks.

Re: Full Fibre 145 install and price issues

RealAleMadrid — Mon, 18 Jul 2022 18:23:06 GMT

@asm46598 Openreach do not install FTTP if the infrastructure is not ready, that is the build of the fibre from the head end exchange, the splitter and the CBTs have to be tested to be working. Who said it will be a least a few weeks before it's fixed? I guess it was the installation guy who probably hasn't got a clue, was it a contractor by any chance?

So it isn't working for you, the likely problem is Openreach have made an error somewhere and mixed up the fibres, probably at the splitter or there is a disconnect somewhere. Just tell Plusnet to raise a fault with "their supplier" and it should be fixed within a few days.

Re: Full Fibre 145 install and price issues

asm46598 — Mon, 18 Jul 2022 20:03:02 GMT

The engineer tried every port on the CBT, and also a few ports on a second CBT, none of them were connected. It seems I was the first person in my area to order fttp which only became available a few weeks ago. I heard the engineer speaking to someone on the phone, it was the other guy who said it would be a few weeks. Sounds like the whole street isnt working.

Re: Full Fibre 145 install and price issues

RealAleMadrid — Wed, 20 Jul 2022 08:44:29 GMT

@asm46598 Have you made any progress with the order, have Plusnet got back to you? If not you should be pushing them to get it sorted.

Not too sure what the engineers were thinking trying different CBT's, because they aren't going to work for you. Each CBT is allocated to a specific address using a NAD code, and the circuit routing has to match up with the serial number of the ONT at that address. Perhaps they were checking that there was no light coming down the fibres at all.🙄

Re: Full Fibre 145 install and price issues

asm46598 — Wed, 20 Jul 2022 10:35:28 GMT

I phoned plusnet, a fault has been raised. I think the engineer was checking whether any of the ports were connected, apparently they are not. It seems my area was recently cabled for fibre by a contractor. It seems there are lots of issues in those parts of the Sheffield S10 area that were recently cabled.

Re: Full Fibre 145 install and price issues

Mark63 — Thu, 21 Jul 2022 14:33:41 GMT

Don't take a nonsense from Openreach (with PN as the proxy) If it's going to be weeks or months (rather than days) Demand to have the copper connection replaced, or demand a 4/5G router is supplied to you, with a paid for SIM Card.

Re: Full Fibre 145 install and price issues

asm46598 — Thu, 21 Jul 2022 18:33:45 GMT

Currently I'm using an old phone with a giffgaff sim to create a wifi hotspot. I have been promised an update on Monday.

Re: Full Fibre 145 install and price issues

asm46598 — Mon, 25 Jul 2022 10:48:06 GMT

Update today: Engineer was unable to clear the fault. Another customer also affected. Another engineer will attend this week and attempt to clear both faults. Next update Aug 1st.

Re: Full Fibre 145 install and price issues

asm46598 — Sat, 06 Aug 2022 19:38:51 GMT

Latest update: OR have to dig up the road to fix the problem, currently expecting to complete work by 25 Aug.

Coincidentally a neighbour a few houses away was having her talktalk free upgrade fibre installed this morning, of course it doesn't work but at least she still has her copper wire.

I'm surprised BT, Plusnet, Sky and TalkTalk are still advertising that our area has full fibre.

Re: Full Fibre 145 install and price issues

Gandalf — Mon, 08 Aug 2022 12:22:06 GMT

Thanks for the updates!

Keep us posted on how it goes.

Re: Full Fibre 145 install and price issues

asm46598 — Mon, 08 Aug 2022 13:50:37 GMT

Good news, an OR engineer knocked on my door this morning and told me it should be fixed, and it is now working fine. Apparently someone had messed up some cabling in a junction box or splitter (can't remember exactly what he said). There were 3 households on my street affected.

When I told him about the update from OR saying they had to dig up the road he said he had no idea where those updates come from.

Anyhow all working now.

Re: Full Fibre 145 install and price issues

Gandalf — Mon, 08 Aug 2022 14:08:58 GMT

Sounds like an ordeal but glad that the engineers got it sorted!

Re: Full Fibre 145 install and price issues

Mark63 — Tue, 09 Aug 2022 07:39:27 GMT

@asm46598 wrote:

Good news, an OR engineer knocked on my door this morning and told me it should be fixed, and it is now working fine. Apparently someone had messed up some cabling in a junction box or splitter (can't remember exactly what he said). There were 3 households on my street affected.

When I told him about the update from OR saying they had to dig up the road he said he had no idea where those updates come from.

'Gotta Dig The Road Up' is often a standard Openreach stock answer as a holding pattern.

My in-laws were once told that when their line went dead. The first engineer had spent all morning faffing about, unable to find and fix the fault. They were given the 'Dig Up' line and told they'd have to wait for a few weeks. Then the next day another engineer turned up, and within 10 mins had found a duff 'jellybean' crimp in their outside junction box.