topic Re: What a joke - broadband delayed AGAIN and now CANCELLED in My Order

What a joke - broadband delayed AGAIN and now CANCELLED

gib917_12 — Thu, 27 Oct 2022 13:03:08 GMT

Broadband ordered 16/10/2022, phone service live on 20/10/2022.

On Monday, received the 'order has been delayed' text. On hold for 45 mins on Monday, was told they were contacting suppliers, and promised a follow up call the next day with an update - received nothing.

Called back Tuesday - the guy very confused on the end of the phone as to what was going on. Finally ordered me my router (and was surprised it wasn't ordered before), but still couldn't resolve. New order placed. Promised a call back in 24 hours. Received nothing.

Called Wednesday. Again, promised they would contact suppliers. New order placed, and 'case with suppliers'. Promised a call back today - no call received AGAIN.

Called Thursday. No idea what was going on... again! Will 'contact suppliers', but have no means of doing so as they only receive inbound calls!! Have cancelled the order and will replace manually. THIS HAS BEEN DONE 3 TIMES NOW AND NOTHING IS BEING RESOLVED.

I've spent around 6 hours on hold this week alone, only to speak to 4 different people who have 'no idea' what is going on and will 'contact suppliers and provide an update'. Fed up of this.

WHAT IS GOING ON?!

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Mustrum — Thu, 27 Oct 2022 13:33:11 GMT

@gib917_12 have you checked to see if the service is available on your number/address?

Enter the details in the BTW DSL checker, post the results hiding your personal details.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: What a joke - broadband delayed AGAIN and now CANCELLED

gib917_12 — Thu, 27 Oct 2022 13:38:49 GMT

Here you go. This is from the phone number - though comes up with a different cabinet to if I put my address in...

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Mustrum — Thu, 27 Oct 2022 13:42:42 GMT

Thanks, if it is a new number to you it is probably still showing the old customer, can you post the address version please?

Re: What a joke - broadband delayed AGAIN and now CANCELLED

gib917_12 — Thu, 27 Oct 2022 13:45:36 GMT

Here you go - any issues that you can see? Thanks

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Mustrum — Thu, 27 Oct 2022 13:56:07 GMT

Hi, nothing obvious to me at leas, Looks like the number has not been used for a couple of years, but could only get ADSL, but at a good speed.

The address one shows slower ADSL, but max speed FTTC.

If I was to have to guess, then a records issue at Openreach might be the problem.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

gib917_12 — Thu, 27 Oct 2022 14:04:38 GMT

Thanks so much. How would you recommend moving forward? My orders keep seem to be getting delayed and then cancelled... and whoever I speak to says they 'don't know what the issue is' and 'will contact suppliers' (but I never hear back). Apparently the inbound team at PlusNet can't phone OpenReach themselves so just have to raise a generic ticket - most frustrating.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Mustrum — Thu, 27 Oct 2022 14:21:56 GMT

Alas all ISP's have the same issue with Openreach.

Ideally one of the helpful PN staff will respond to your post, although it can take a day or two. At least on here they have a chance to look into the problem, whilst those on the phones have to try and bumble an answer.

That said, do try and keep on top of them, by phone, ticket or here when you get a reply.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Baldrick1 — Thu, 27 Oct 2022 15:04:28 GMT

@gib917_12

As @Mustrum suggests, this looks like an Openreach records error. It might be useful to try a UPRN search of your proprty by putting your address in here: https://www.findmyaddress.co.uk/search. This might throw some light on to the issue if you then enter the UPRN number into the ADSL checker..

The Plusnet staff who come along on this forum are familiar with this sort of problem and are better placed to sort this for you.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

gib917_12 — Thu, 27 Oct 2022 15:45:02 GMT

Thanks @Baldrick1. That check spits the below out of the ADSL checker. Not entirely sure what I'm looking for here, but looks different to both the phone number and address ones...

Does this imply I get Fibre, or copper?

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Baldrick1 — Thu, 27 Oct 2022 16:02:21 GMT

@gib917_12

If the graphic that comes up on the UPRN check aligns with your property then it suggests to me that the phone number is not associated with this property in the Openreach records. Is the number correct? To check ring 17070.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

gib917_12 — Thu, 27 Oct 2022 16:19:13 GMT

Interesting. I don't actually have a home phone to call on - but PlusNet have assured me a new phone line has been installed at the property. Is there another way I can check? Or do I just have to sit and wait at this point?

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Baldrick1 — Thu, 27 Oct 2022 16:33:12 GMT

@gib917_12

Can’t you borrow one? They are a useful diagnostic tool if you have problems.

They are not expensive. https://www.argos.co.uk/product/3924358?clickPR=plp:11:11

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Townman — Fri, 28 Oct 2022 10:52:09 GMT

Some of BTOR's records are in a real mess. Recently, I was involved in an order for broadband AND PHONE for a village pub. If the line went into the pub, then FTTC & voice were available ... however if I wanted it to the flat above the pub ... it is on stop sell ... FTTP only, no voice service!

ISPs have to deal with these issues day in and day out - navigating BTPR's B2B systems is something akin to a hurdle race, except it you knock one over, you have to go back to the starting line.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Gandalf — Sat, 29 Oct 2022 10:31:13 GMT

Hi @gib917_12

I'm really sorry for the delay with getting you online.

From what I can see this is due to the supplier records not showing that fibre's available to order for your line. I'd ignore the results from the address check and go with what you see from the check when you type in your landline number as our suppliers always say this is a more accurate way of searching the database.

Having said that, can your neighbours get fibre? Also it may be worth filling out this form https://www.openreach.com/forms/fibre-broadband-availability---customer-form to ask Openreach's fibre availability enquiries team to check if fibre should be available or not.

If fibre isn't available then you can cancel for a full refund or agree to a new contract for standard broadband, in either case I'd recommend calling our Customer Options Team on 0800 013 2632 to arrange this.

Let us know how it goes.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

gib917_12 — Sat, 29 Oct 2022 10:56:03 GMT

Thanks for your reply @Gandalf.

So if I trust the phone number result, what speed or service does that imply I can get? Copper at really slow speeds?

The last person I spoke to on Thursday said they were going to cancel and resubmit the order, but I still haven’t heard anything… really frustrating at this point.

I believe our neighbours do have Fibre yep, hence the confusion. I’ve just filled in the OpenReach link so will let you know.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Gandalf — Sat, 29 Oct 2022 11:06:27 GMT

The order was replaced but it was then cancelled in the supplier systems, possibly because fibre's not available.

Looking at the availability check you've attached above, if you go with standard broadband you should be able to get a speed of between 7.5mbps to 15mbps, which I agree is slow compared to fibre.

Let's see what Openreach say to you.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

gib917_12 — Sun, 30 Oct 2022 10:20:33 GMT

Thanks @Gandalf. How do I sort this in the meantime…? I’ve been promised 4 call backs now, none have materialised.. I’m left in the dark here with no idea what my options are, if/when I can expect to go live, and what service I can expect to go live with.

Customer service is absolutely dreadful here. I refuse to spend more time on hold to an inbound call centre who can’t seem to get to the bottom of this.

Re: What a joke - broadband delayed AGAIN and now CANCELLED

Gandalf — Sun, 30 Oct 2022 10:23:53 GMT

Sorry for the bad experience you've had.

As it stands we'll only be able to provide standard broadband, so in the meantime, I'd recommend calling Customer Options on 0800 013 2632 as we'd need to agree to a new contract for this service. They're open until 6pm today.

I can arrange for one of my colleagues from that team to call you next week though if that's easier? If so just drop me a private message with your phone number and a rough time frame when you'll be available for a call.