topic Re: Left with no broadband!, Plusnet, Openreach or both? in My Order

Left with no broadband!, Plusnet, Openreach or both?

lambert010661 — Mon, 10 Oct 2022 13:11:25 GMT

Signed up to Plusnet Full Fibre on 5th September and selected 3rd October AM for my Openreach installation date.

Waited in all day but no Openreach engineer turned up. Phoned Plusnet and told Openreach had never confirmed the date. Why wasn’t I informed of this?
Old supplier still working so not the end of the world, until……5th October broadband stops. Old supplier account has been terminated. Contacted them and informed that Plusnet issued a 30 day termination notice to them on the day I first signed up and, having received no further communication, that was acted upon on 5th October.

Result….no broadband and no idea when I might get broadband.
Help, please!

Re: Left with no broadband!, Plusnet, Openreach or both?

Baldrick1 — Mon, 10 Oct 2022 13:23:15 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: Left with no broadband!, Plusnet, Openreach or both?

ScottyKernow — Mon, 10 Oct 2022 13:59:33 GMT

Not any real help but BT caused the same problem for me

Got a Tesco data sim and used my phone as a hotspot, worked great

Was a bit slow with 2 tablets and 2 phones working off it though

BT refunded me the cost of the sim afterwards

Best of luck

Re: Left with no broadband!, Plusnet, Openreach or both?

lambert010661 — Mon, 10 Oct 2022 15:55:28 GMT

Great idea, thanks.
Just found a Smarty sim with 50GB of data for £10/monthly rolling contract. Fingers crossed the speed is good enough to cope with my streaming addiction.

Are mobile hotspots the future??? Goodbye Openreach?

Re: Left with no broadband!, Plusnet, Openreach or both?

ScottyKernow — Mon, 10 Oct 2022 16:03:44 GMT

You'll be fine as long as you don't stream 4k ultra hd

😉

There's no 5g around here, that would probably make the biggest difference

Re: Left with no broadband!, Plusnet, Openreach or both?

RichardB — Mon, 10 Oct 2022 16:38:32 GMT

Hi @lambert01661,
50 GB might not go far if you have streaming addiction.
HD video can use a few GB per hour.
https://www.makeuseof.com/tag/how-much-data-does-streaming-video-use/
Regards
Richard

Re: Left with no broadband!, Plusnet, Openreach or both?

Gandalf — Wed, 12 Oct 2022 10:05:45 GMT

Hi there,

I'm really sorry to see what has happened. When you move to us from another provider, we place our FTTP order in a way which automatically cancels your previous providers service, but that shouldn't happen until our service is installed.

I do see that for some reason the cease order completed in the supplier systems too early and I'm really sorry for this.

All we can do at this stage is work to get your full fibre service installed as quickly as possible. Additionally the engineer appointment for the 3rd October wasn't ever confirmed in our suppliers systems, because engineers are having to do external work first before they're able to carry out the installation to get the service up and running.

We've been given a review date of the 24h October and we'll update you as soon as we know more. If it helps, we're signed up to Ofcom's automatic compensation scheme, which means we'll make sure you're compensated once you're up and running. Have a look https://www.plus.net/help/legal/automatic-compensation/ for more detail.

Re: Left with no broadband!, Plusnet, Openreach or both?

lambert010661 — Mon, 24 Oct 2022 22:04:03 GMT

Hi.

Review date of 24th October has come and gone…almost….but still no word on when I might be getting my broadband. Please update me.

Mobile internet is ok but my mum keeps calling me on FaceTime and oh boy does that eat up the data!!

Re: Left with no broadband!, Plusnet, Openreach or both?

ScottyKernow — Tue, 25 Oct 2022 08:22:42 GMT

Block her

Re: Left with no broadband!, Plusnet, Openreach or both?

TheMightyAJ — Tue, 25 Oct 2022 09:12:56 GMT

Hi @lambert010661,

Thank you for getting back to us and I'm very sorry for the lack of an update so far. I've had a look into this today and have discussed with our suppliers. Further network building work is required to be carried out and we have been advised that another update will become available by the 4th of November. I am very sorry for any inconvenience that this further delay may have caused. Our Provisioning Team is continuing to monitor this case and once an update does become available, they will be in touch to discuss this further.

Re: Left with no broadband!, Plusnet, Openreach or both?

lambert010661 — Wed, 09 Nov 2022 12:33:33 GMT

Need someone to help PLEASE!

Last week Openreach visited to identify the work needed for the upgrade to full fibre.

A plan to lay the fibre cables was agreed and I was told to expect the work to be done in approximately 2 weeks.

On Saturday 5th Nov I had a message from Plusnet to say some sort of visit would take place on Thursday 10th Nov. It was unclear from the message whether this was another evaluation visit or to do the work.

Today I have received a message to tell me my go live installation date is 10th January 2023!!!
Firstly, I am away on holiday on that date, and secondly it is far too long to wait for a service I signed up to in September. Especially given that due to an error by Plusnet my previous provider was told to end my provision over a month ago.

Can somebody please advise me if I am indeed to expect a site visit tomorrow, and change to go live date to much earlier. If the date cannot be brought forward I believe the order should be cancelled and I will find a non full fibre provider instead.

Re: Left with no broadband!, Plusnet, Openreach or both?

Townman — Wed, 09 Nov 2022 13:11:39 GMT

Oh crumbs!

That sounds as though BT OR have run into difficulty deploying full fibre in your area ... and if you are in a stop-sell xDSL services area, you might not be able to get an alternative service - from any ISP.

Use the address checker to see what is available - BT Broadband (btwholesale.com) - I have experience of 3 lines into the same property, 2 having FTTC available ... and the other being on xDSL stop sell.

Re: Left with no broadband!, Plusnet, Openreach or both?

lambert010661 — Thu, 10 Nov 2022 11:15:15 GMT

Thanks for the link. Seems like there are still options in my area.

Still waiting for a reply from Plusnet though.
Am I spending today waiting in for a visit that is not happening….again!…..and what are the options on the installation date as I am away on the proposed 2023 date.

Cancel the contract?

Please let me know what is happening. Tried to block my mum from FaceTime but she threatened to disinherit me!

Re: Left with no broadband!, Plusnet, Openreach or both?

ScottyKernow — Thu, 10 Nov 2022 11:40:56 GMT

Give your mum the facetime page for Plusnet
I'm sure she would love to talk to them instead
😈

Re: Left with no broadband!, Plusnet, Openreach or both?

TheMightyAJ — Thu, 10 Nov 2022 12:28:33 GMT

Hi @lambert010661,

I'm sorry to hear that the orders are taking longer to complete than originally anticipated. Having had a look over the orders today, I can see that our Provisioning Team are due to provide an update soon, though from what I can gather this will mainly be to confirm the installation date in January. If the date chosen doesn't work for you, we can rearrange it to another date, but it's very unlikely that we'll be able to bring the date forward at all.

Re: Left with no broadband!, Plusnet, Openreach or both?

lambert010661 — Thu, 10 Nov 2022 13:24:08 GMT

Thank you for your reply.

No the date does not work for me as I am on holiday. I return on January 13th.

Perhaps Plusnet would like to supply me with standard broadband until then as the wiring is already in place and my previous provider only disconnected me because of an error by Plusnet.

Re: Left with no broadband!, Plusnet, Openreach or both?

TheMightyAJ — Thu, 10 Nov 2022 14:24:40 GMT

Thanks for confirming that @lambert010661, I'd recommend having a look at what dates you'd be free for a visit in January and update the online support ticket with the 3 best dates once you've had some time to think about it. For reference, you can update the online support ticket here.

Re: Left with no broadband!, Plusnet, Openreach or both?

lambert010661 — Thu, 10 Nov 2022 14:40:08 GMT

Thanks again for your reply. However the link did not allow me to update the ticket as the ticket had been “closed”

I am available on any date in January from the 13th onwards.

Please advise how we can resolve this.

Re: Left with no broadband!, Plusnet, Openreach or both?

TheMightyAJ — Thu, 10 Nov 2022 14:58:03 GMT

Hey, really sorry about that, looks like the ticket was closed in error just after I sent you the link to it. I've opened a new ticket, which can be accessed here.

Re: Left with no broadband!, Plusnet, Openreach or both?

lambert010661 — Tue, 15 Nov 2022 13:00:39 GMT

Hi.

I used the link to the ticket and gave my availability for the installation but have received no reply at all. Would you be kind enough to look into it for me.

Many thanks