topic help r.e upgrading to FTTP in My Order

help r.e upgrading to FTTP

Tinkler — Sun, 28 Aug 2022 15:42:07 GMT

Hi all,

on the 14th of August, I agreed to updrade to Fibre 900 (from 80/20 copper). I have received a new router through the post but havent heard anything since,

My new bill has been generated and it is slightly more than usual and it mentions a part payment for fibre 900 and a £30 refund as a goodwill gesture.

Does anyone know if this is normal, as I'm not sure what is going on.

Thanks in advance.

Re: help r.e upgrading to FTTP

bmc — Sun, 28 Aug 2022 15:45:50 GMT

@Tinkler

You should have received an install date by now.

Brian

Re: help r.e upgrading to FTTP

Tinkler — Sun, 28 Aug 2022 15:52:34 GMT

Hi,

Thanks, I have attached latest, nothing makes any sense

Re: help r.e upgrading to FTTP

dvorak — Sun, 28 Aug 2022 15:54:45 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: help r.e upgrading to FTTP

Tinkler — Fri, 02 Sep 2022 14:25:18 GMT

Would anyone in charge, please have a look into my upgrade problem please, I don't seem to be getting anywhere 😔

Re: help r.e upgrading to FTTP

Gandalf — Sun, 04 Sep 2022 14:13:06 GMT

Hi there,

I'm really sorry to see what's happened. Having looked into this, we've for some reason automatically completed the product change to Full Fibre on your account without ever placing the FTTP order with suppliers.

This has then caused a bit of confusion our side as it looks like advisers had thought that FTTP was already active, because that's what it says on the tin, so I've got the ball rolling for you now by manually placing your order.

We should receive an update within 3 working days and I'll make sure we update you as soon as we know more.

Re: help r.e upgrading to FTTP

Gandalf — Sun, 04 Sep 2022 15:09:20 GMT

Hiya, just received an update now. Our suppliers have accepted the FTTP order and arranged an engineer to visit your property on 27/09/2022 between 8am to 1pm. We'll follow things up with you as soon as we can after the appointment.

Let me know though if you need to rearrange this!

Re: help r.e upgrading to FTTP

Tinkler — Sun, 04 Sep 2022 15:20:36 GMT

Thank you so much for your help, I have family members driving me insane with this 😁

That date is fine, i will book the morning off work.

Again, please accept my gratitude.

Best regards.

Re: help r.e upgrading to FTTP

Gandalf — Sun, 04 Sep 2022 15:26:39 GMT

No problem at all and I can imagine!

It may be worth booking the afternoon off work as well in case the engineer has a problem and things run over.

Or if you have someone else on hand to stay in for you that would also work.

Let me know how the install goes.

Re: help r.e upgrading to FTTP

Tinkler — Sun, 04 Sep 2022 15:33:07 GMT

Will do!

Have a great weekend....whats left of it!

Re: help r.e upgrading to FTTP

Gandalf — Sun, 04 Sep 2022 15:36:17 GMT

Cheers, my plan is to watch the new Lord of the Rings series (Rings of Power) on Amazon. What a way to end a weekend!

Have a good rest of your Sunday as well.

Re: help r.e upgrading to FTTP

Tinkler — Sat, 24 Sep 2022 12:32:06 GMT

@Gandalf

Hi again,

Just a quick question, Openreach have not been out to pull the fibre to the house yet, so will this be done along with the instalation of the ONT?

The reason I ask, is they are due on Wednesday and I have not heard anything from them,

I have booked the day off as advised but will lose a days wage, so was just worried incase something wasnt right.

Thanks

Re: help r.e upgrading to FTTP

RobPN — Sat, 24 Sep 2022 13:04:23 GMT

@Tinkler

Sticking my beak in as I noticed there is a discrepancy between the date @Gandalf mentioned in post #7 above (27/9 which is Tuesday going by my calendar) and your mention of Wednesday. Just saying in case you've booked the wrong day off.

Re: help r.e upgrading to FTTP

Tinkler — Sat, 24 Sep 2022 13:12:23 GMT

Haha Doh..!

Thanks Rob it was a typo, you are correct I have infact booked the Tuesday off.

It's been going on that long, my brain is toast! 🤣

Re: help r.e upgrading to FTTP

Gandalf — Sun, 25 Sep 2022 17:22:09 GMT

@Tinkler

From what I can see your order's a 1 stage installation, so the engineer should be able to do all the work for you on the day. The appointment's still on track for Tuesday so hopefully all goes well and smoothly.

Re: help r.e upgrading to FTTP

Tinkler — Sun, 25 Sep 2022 17:30:48 GMT

Thanks mate you are a star! A real credit to PN 👍

Re: help r.e upgrading to FTTP

Gandalf — Sun, 25 Sep 2022 17:51:58 GMT

Cheers! No problem. Happy to help.

Re: help r.e upgrading to FTTP

Baldrick1 — Mon, 26 Sep 2022 10:56:21 GMT

Moved to email and retitled

Re: help r.e upgrading to FTTP

Tinkler — Tue, 27 Sep 2022 13:11:07 GMT

@Gandalf

Engineer came about 10am and was gone for 12.

All sorted. Speeds are a bit up and down but im guessing they will sort themselves out.

Many thanks for all your help regarding getting this installed, it's greatly appreciated!

😀

Re: help r.e upgrading to FTTP

Gandalf — Tue, 27 Sep 2022 13:48:08 GMT

Cheers for the update!

I'm glad that your FTTP service is finally installed.

I've just sent you a refund to cover the time you've paid the full fibre service which you haven't had so you should receive the money in your bank account within 5 to 10 working days.

What sort of speeds are you seeing? Also are you testing on a device that's wired to your router or wireless?