topic Re: Broadband activation delay in Full Fibre

Broadband activation delay

PBstalbridge — Wed, 29 May 2024 10:46:14 GMT

I wonder if anyone else has had the same frustrations as we have in getting broadband activation. 10th May all installed and lights all green but router orange - Plusnet say wait for 24hrs. 19 days later and calling every day I am told repeatedly that the problem lies with BT wholesale. A ‘ticket’ is raised and shared with me but no action or any acknowledgement from BT. After a week, the case is ‘escalated’ but nearly three weeks on there is no sign of connection. Plusnet completely unable to unblock it. Totally useless service I really wish I had believed the reviews which are largely dreadful. Has anyone managed to break through the CAT stonewalling and speak to anyone who is capable of actually doing anything? The product is appalling. OfCom next stop for me whilst I find another provider who doesn’t pass the blame to their supply chain.

Re: Broadband activation delay

jab1 — Wed, 29 May 2024 12:19:51 GMT

Have you been told what the issue is - this does seem rather a long protracted install. From your post, I am guessing this is an FTTP connection?

Re: Broadband activation delay

PBstalbridge — Wed, 29 May 2024 12:26:44 GMT

John thank you - no - nobody will give me a straight answer. Whatever it is Plusnet are clearly incapable of resolution. I’m told to get back in my box and wait. All ONT lights are green, line has been tested and 5/5. I cannot think of a telecoms business that could be so incompetent or impotent - it baffles me

Re: Broadband activation delay

jab1 — Wed, 29 May 2024 12:33:08 GMT

So this purely an issue within PN. If I were you, considering the length of time taken, I would raise an official complaint - see the link at the bottom of every forum page.

Re: Broadband activation delay

MisterW — Wed, 29 May 2024 14:19:02 GMT

Its very possibly a BT wholesale provisioning fault. I've seen a few of these where the BTw circuit routing hasnt been configured correctly. It seems very difficult to get it sorted because the conventional testing doesnt seem to isolate the fault. In effect it needs BTw to 'rebuild' the circuit provision.

Re: Broadband activation delay

adamwalker — Wed, 29 May 2024 14:37:48 GMT

@PBstalbridge I'm really sorry that this is taking so long to resolve. I can see we're reliant on a 2nd line support team with our suppliers (BT Wholesale) to resolve the issue for us.

I can see you spoke with a manager from the CAT team this morning who has pushed back further with them.

I'll check back on this tomorrow and make sure we've got things moving along on our side as quickly as we can.

Adam

Re: Broadband activation delay

PBstalbridge — Wed, 29 May 2024 14:46:51 GMT

Thanks - so in your opinion is it better to cancel my order and start over? Sounds like it’s stuck and the only way is to bale out and try again. If this was the way to go it would also give me a chance to cancel my plusnet contract which would give me enormous pleasure.

Re: Broadband activation delay

PBstalbridge — Wed, 29 May 2024 14:50:22 GMT

Adam I appreciate the sentiment - I really do and your CAT team are very polite and respond since but this is a complete joke - nearly three weeks and all I ever get is “ I will check this and get back to you” nobody has ever got back to me and the pushing back is something I have been told every day for the past 19 days. It’s appalling. Not your issue but my wife is seriously disabled and relies on being online to communicate with health care professionals - so you can imagine how easy that is making life for us.

Re: Broadband activation delay

dvorak — Wed, 29 May 2024 20:43:04 GMT

Moderators Note

This topic has been moved from Broadband to Full Fibre

Re: Broadband activation delay

greygit1 — Wed, 29 May 2024 21:41:31 GMT

Plusnet thought it would be simpler (i.e. the line could be immediately activated).

The relevant lights on the ONT were green.

Thirteen days later the circuit was rebuilt. With an engineer visit.

It worked after the first rebuild.

Then it went down.

For some reason it required a second rebuild - just for luck?

(This was 'taking over' a pre-existing fibre install, i.e. the fibre and associated hardware was already installed).

Re: Broadband activation delay

adamwalker — Thu, 30 May 2024 11:37:24 GMT

@PBstalbridge I've just checked your account and can see that you spoke with the CAT team this morning. I'm sorry things aren't moving forwards as quickly as needed.

Re: Broadband activation delay

PBstalbridge — Thu, 30 May 2024 12:53:00 GMT

Thanks Adam - I have come to the end of my tether with this one. The service guys do try, as do the CAT team but nobody can do anything outside the protocols. It is a big shame that Plusnet sell you something but have no influence over their supply partners. This problem is only a telephone conversation away but three weeks on I’m still getting fobbed off by escalations. Today I have learned that I MIGHT get to hear back after the weekend. Someone, somewhere, can obviously grip this but they will not do so. It’s a shame that you will lose this customer for simply being unable to do what you promised. (A personal letter to the CEO has also been sent).

Re: Broadband activation delay

PBstalbridge — Thu, 06 Jun 2024 09:43:17 GMT

Got to the end of the journey.

After what is pretty much a month of talking to Plusnet every day, only to be told that things were being escalated with BT Wholesale/wait 48 hours - I had plenty of talk but absolutely no effective action. Plusnet were completely unable to make anything happen and constantly told me that the problem lay with their supply chain. Always very courteous on the phone but I always felt that nobody had any authority to make it happen and no sense of urgency at all. A month!!!!

The only solution was to sign up to Sky despite Plusnet assuring me that the problem would remain and I explained the problems I was having. Surprise surprise the broadband went active within minutes they took over. It now works beautifully.

My advice to anyone awaiting activation for more than a couple of days is switch - you may have to wait a week but for the sake of your health just do it.

Interestingly Plusnet then had the gall to tell me that I owed them £160 for the service so far and for dropping out of the my contract early - and that my case didn't warrant any compensation. I had to escalate that to one of the CAT team but eventually they agreed no charge but no compensation. Quite extraordinary how they thought I would pay (a) for something I never received (b) for a problem they couldn't/wouldn't sort out, given that Sky fixed it in a heartbeat.

Get a grip Plusnet - you have lost a customer and anyone else who asks me. Bad product, bad service.

Re: Broadband activation delay

MisterW — Thu, 06 Jun 2024 10:07:45 GMT

It doesnt surprise me!. Where there is a BTwholesale circuit routing issue, as it would appear in this case, it seems almost impossible for the incumbent supplier to force a circuit rebuild by BTw. There just doesnt seem to be any 'process' to get this done!

Changing to a new supplier, of course, forces an automatic circuit rebuild as part of the normal provisioning process, and everything now works!

Re: Broadband activation delay

PBstalbridge — Thu, 06 Jun 2024 10:28:51 GMT

Thanks MisterW

Interesting insight.

So my question is - if Plusnet know what you know regarding the issue at BTW - why on earth didn't they simply cancel the order and start over? Maybe they might see this thread and learn what to do?

I did at one stage ask the question that surely there was somebody within the organisation who managed the relationship with BTW and perhaps they might pick up a phone to them. I was told that no such person existed and protocols had to be followed through the 'ticket/escalation' process.

I'm over it - someone else has rescued me - but hopefully they might absorb and adapt!!

Re: Broadband activation delay

MisterW — Thu, 06 Jun 2024 10:48:19 GMT

if Plusnet know what you know regarding the issue at BTW - why on earth didn't they simply cancel the order and start over?

TBH its not a common problem, and when the number of instances (in single figures?) of the problem are taken with the total number of provisions its not something that the average Customer service person has probably seen! . That togther with the fact that everything looks 'OK' from a systems POV means that they will go down the 'process' for fault investigation.

As for cancelling and start over, I'm not sure what costs (to Plusnet) that would involve ? that together with the need to follow process, may have an influence ...