topic Re: Help - where do I start? in Full Fibre

Help - where do I start?

harryw2806 — Mon, 03 Feb 2025 13:55:59 GMT

Just joined this community as we don't know where to start with initial problems.

Upgrading to Full Fibre FTTP, from Plusnet with installation day today. Engineer overdue, no messages at all regarding cancellation/rescheduling etc. Hardware has arrived, a few days ago. Have tried the customer service number, but computer says no to mobile phone number - it's invalid! Really?! Don't use X, so where do we go from here?

Reading some of the issues on here doesn't particularly fill me with faith.

Any help/suggestions gratefully received.

Harry

Re: Help - where do I start?

jab1 — Mon, 03 Feb 2025 14:00:24 GMT

@harryw2806 Are you moving from another ISP, or merely upgrading a PN contract?

If you ring Plusnet, the computer won't say no, you will just be placed in queue. Which number did you call?

Re: Help - where do I start?

harryw2806 — Mon, 03 Feb 2025 14:10:34 GMT

Hi John,

thanks for the quick response. Should have been clearer, but it's an upgrade from older Copper Wire Plusnet connection to full fibre. Phone number used was 03301239123, asks for your phone number, rejects it as not recognised and then dumps the call. I'm guessing it's not the right number?

many thanks,

Harry

Re: Help - where do I start?

outcast — Mon, 03 Feb 2025 14:15:04 GMT

@harryw2806

Try answering with your copper landline's phone number ? (rather than the mobile number you are calling from)

Re: Help - where do I start?

jab1 — Mon, 03 Feb 2025 14:15:30 GMT

Don't understand that, @harryw2806 - I have just called that number from my mobile, and got connected via option 3 on the IVR system. Cancelled the call once I got a ringing tone, as I am no longer a PN customer.

FYI - your existing connection will reman active until the installation engineer turns up.

Re: Help - where do I start?

MisterW — Mon, 03 Feb 2025 14:24:25 GMT

@harryw2806 are you sure today is the confirmed date for FTTP install ?

Might be worth logging in to your Plusnet account and checking to see if there are any closed questions (tickets) that migt indicate whats happening. Login to the member center and then go to https://www.plus.net/wizard/?p=search , use the drop down to select closed questions in the last 7 or 30 days

Re: Help - where do I start?

bmc — Mon, 03 Feb 2025 14:25:15 GMT

@harryw2806

The engineer could just be running late.

Try logging into your PN account and see if there are any Open Questions under My Order. If PN have been informed of a problem there should be a message.

Brian

Re: Help - where do I start?

outcast — Mon, 03 Feb 2025 14:28:55 GMT

@harryw2806

... while in the Member Centre, go to https://www.plus.net/member-centre/account

and check that the mobile phone you are using is registered in your contact details ?

Re: Help - where do I start?

jab1 — Mon, 03 Feb 2025 14:32:29 GMT

@outcast See my post above - I got a connection to the required team without any problem, and PN are not even my ISP.

Re: Help - where do I start?

outcast — Mon, 03 Feb 2025 14:43:39 GMT

@jab1 did the 'computer' ask you for a phone number though ?

I think @harryw2806 got further through the menu system than you, because I makes no sense 'asking' what is your phone number when the 'computer' would have been able to read the incoming CALLER ID.

I'm reading this as the 'computer' saw an incoming mobile call, from a number not registered in the Plusnet system, and therefore is asking for the landline number associated with the broadband that is being enquired about ?. (although who knows how that would work on FTTP or SoGEA).

Re: Help - where do I start?

jab1 — Mon, 03 Feb 2025 14:46:37 GMT

My mobile number is not on the PN system, and I got all the way through the system.

Re: Help - where do I start?

harryw2806 — Mon, 03 Feb 2025 14:47:07 GMT

Hi Brian,

there seems to be an open question from a few days ago. It confirms the installation date etc on one message, but the next says that the open question has been held over until 04 February (tomorrow) at 09:00. Is this some jibberish way of telling us that the installation has now moved to tomorrow?

Thanks,

Harry

Re: Help - where do I start?

harryw2806 — Mon, 03 Feb 2025 14:48:17 GMT

thanks,

already checked that and contact number is the mobile number it rejected.

Harry

Re: Help - where do I start?

jab1 — Mon, 03 Feb 2025 14:52:51 GMT

I don't understand that, @harryw2806 - as I said, I got straight through to the correct section, and my number isn't even on PN's system.

Re: Help - where do I start?

Dan_the_Van — Mon, 03 Feb 2025 14:59:30 GMT

@harryw2806

A suggestion might be to call hiding your CLI (Call Line Identifier), think you add 141 to the start of the number you are calling.

Edit: Works with Vodafone

Re: Help - where do I start?

jab1 — Mon, 03 Feb 2025 15:02:41 GMT

A good suggestion, @Dan_the_Van .

Re: Help - where do I start?

jab1 — Mon, 03 Feb 2025 15:04:26 GMT

@harryw2806 At what point were you asked for your number?

Re: Help - where do I start?

harryw2806 — Mon, 03 Feb 2025 15:06:03 GMT

Finally got through after 4 attempts, each time getting a different route/response. bypassed phone number requirement and went through menus, got through very quickly then.

Answer from the call centre is that they don't know! Engineer should have been here, engineers have not updated the system so Plusnet have no idea what is happening. Engineer may still turn up (doubtful now after 7 hours...), but they will follow it up and get back to us sometime tomorrow.

oh, now they've just opened a question to say that they would get back to us by 12:00 tomorrow.

Sio do i take another day off tomorrow or just plain give up on it?

Many thanks for all the help and suggestions so far,

Harry

Re: Help - where do I start?

jab1 — Mon, 03 Feb 2025 15:11:15 GMT

@harryw2806 I wouldn't take any more time off until they give you a confirmed date, and be aware that if they don't turn up today, you will be entitled to compensation.

Re: Help - where do I start?

bmc — Mon, 03 Feb 2025 15:12:15 GMT

@harryw2806

No - you'll need to wait until you get a new date.

When you eventually get FTTP installed change the landline phone number in your Member's page to your mobile number.

Brian