topic Re: 39 Days (and counting) after Confirmed Activation date - still no Internet in My Order

39 Days (and counting) after Confirmed Activation date - still no Internet

lukaszf7 — Fri, 09 Dec 2022 10:16:31 GMT

Good Morning,

I ordered a Full Fibre Activation (31-08-12), as previous tenant had a cease scheduled for 27-09-12 nothing could be done until then - understandable.
On 27-09-12 Full Fibre order went through with Confirmed Activation on 31/10/22.
Initial payment been taken from my account straight away.

No progress since then, apart from regular soul destroying updates from Plusnet "delay due to our suppliers...".
I live in a residential area and Full Fibre has been connected to the premise for the last couple years - under previous owners name.
BT is claiming its new ducting, digging, civil work required... (for a system that was already live for years prior to me moving in... but hey ho...)

To me personally it looks like the FTTP was not available for my address (although it was live for the previous house owner) and I was mis-sold on the fact that its available - clearly it is not! (39 days delay).
As far as I understand I'm due Compensation, circa 5£ per day, (after 30 days I can leave without any fees etc) and paid out to maximum 60 days...

What happens after 60 days of delayed activation? (as it certainly heading that way) - the max Compensation is reached and thats it?

As I understand the Compensation is payed out as a CREDIT to Plusnet account after the service is activated (within 30 days of activation)... so I have to wait till that happens until I receive my Compensation?... therefore Im locked with Plus net until they sort it out, without internet? which might never happen considering "issues with Plusnet suppliers"

What if I consider leaving Plusnet as soon as I can, so will I be able to claim the Compensation and leave (ie. compensation will be payed out into my bank account, not some kind of useless credit I can use with Plusnet)?

Looking forward to replies.

Thanks,
Frustrated Customer

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

bmc — Fri, 09 Dec 2022 14:35:43 GMT

@lukaszf7

First question is - is it an OpenReach fibre connection or one of the Alternative supppliers. If the PN system allowed a fibre order I would presume OR but you never know.

Secondly - use the Address version of the following, enter your post code only and select your address from the drop down list. Is there any mis-match on the address which might be confusing things.

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

You're looking for WBC FTTP in the left hand column. If this appears, what does it say about FTTP in the narrative below the results window.

Brian

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

lukaszf7 — Tue, 13 Dec 2022 08:05:28 GMT

Hi Brian, Thanks for your reply.

Yes, it is Open Reach Full Fibre connection.

Actually I saw some works just outside Banchory (where I live) with multiple vans laying cables etc. so something is happening.

I attached a screenshot of the link you provided (it looks like WBC FTTP is available, not sure what the KCI2 Assure means).

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

pjmarsh — Tue, 13 Dec 2022 08:38:27 GMT

The bit that looks strange to me on there is the second line under the table:

ONT exists with no active service. A spare port is available (that bit I can understand from what you've said). A new ONT may be ordered and will be placed in Waiters list until the network is ready.

It's that second bit and being placed on a "Waiters list" which I suspect is where the delay is.

I wonder if an order has been placed for a new ONT. Maybe because at the time of ordering the existing ONT was in use with the previous tenant, though that doesn't quite fit with what you've said, unless Plusnet waited until the previous service should have finished, but maybe one of the Openreach databases wasn't updated at that time and they've its insisted that you need a new ONT. Since then the previous service has finished and that is why the checker is showing what it does now.

That is only speculation and guessing though. Maybe a staffer can confirm if it is something like that and can change (or more likely cancel the order and create a new one) so that it used the existing ONT.

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

RealAleMadrid — Tue, 13 Dec 2022 11:31:10 GMT

@lukaszf7 There seem to have been a number of cases reported on the forum of unnecessary delays where there is an existing ONT at the premises, whether this is caused by some incorrect ordering process by Plusnet or Openreach records not showing an ONT available is not clear. This case does appear to show that Openreach believe a new ONT is required as they have stated digging and cabling work is required when it obviously isn't needed.

I have seen one thread where an engineer has turned up weeks after the order and was surprised to see a live ONT in the property which could have been activated remotely.

https://community.plus.net/t5/My-Order/Order-delayed/td-p/1889649

The above thread shows what is possible with a remote activation of the ONT, the FTTP service was working only a few hours after the order was placed. the early posts are just a mess as Plusnet attempted to order a copper based FTTC to a fibre only property which didn't go too well and caused confusion in the ordering systems.

Form msg#25 it gets better, msg#29 is interesting, there are different ways to place an order. Unfortunately the Plusnet wizard who activated the service in a couple of hours is no longer working on the Forum and Social Media support team.☹️

I would tend to agree with @pjmarsh that the existing order needs to be replaced with one that can be activated quickly, you may have trouble getting support to understand the problem, best of luck.

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

bmc — Tue, 13 Dec 2022 13:54:20 GMT

@lukaszf7

Looks like you need to attract one of the PN staffers to get this answered.

Unfortunately, as already stated, our goto wizard has moved onto the Admin side of things so I don't know who to "tag"

Brian

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

RealAleMadrid — Tue, 13 Dec 2022 20:33:23 GMT

@bmc I have noticed that @Gandalf is still posting occasionally on the forum.

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

bmc — Tue, 13 Dec 2022 20:59:45 GMT

@RealAleMadrid

As have I - perhaps the One Ring keeps luring him back.

I suspect however, he'll be posting on pure Admin matters rather than general support.

Brian

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

bobpullen — Wed, 14 Dec 2022 09:52:14 GMT

I'm no expert in this field but am seeing if there's anything I can do to help...

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

adamwalker — Wed, 14 Dec 2022 12:10:41 GMT

Hi @Lukasz7f7,

I've just chased this up with Openreach, the order has been incorrectly identified as needing a multiple step installation, meaning records showed an ONT needed to be installed. We've made them aware that this is incorrect as there's already one in place. They're updating the order for me which means I should be able to book an appointment for you within the next few days.

I'll keep checking back in on this for you and keep you updated along the way.

Adam

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

RealAleMadrid — Wed, 14 Dec 2022 13:28:28 GMT

@adamwalker Could you explain why an appointment is needed if there is already an ONT in place, all Openreach need to know is the serial number to get it activated remotely, an engineer visit should not be required. Typical Openreach confusion and unnecessary delay.🙄

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

bobpullen — Wed, 14 Dec 2022 13:39:53 GMT

Shouldn't need any appointment. I had a very frustrating chat with Openreach earlier where I repeatedly cited what needed to happen. I was looking to follow up after lunch but if @adamwalker has it in hand then I'll step back (he's better versed than I in escalating things like this).

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

adamwalker — Wed, 14 Dec 2022 13:52:50 GMT

No worries Bob! the notes from your previous echat helped me get understand the issue and gave me the "ammo" needed to push back so cheers. Agreed, no appointment should be needed so I'll keep pressing on

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

dvorak — Wed, 14 Dec 2022 14:21:11 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

lukaszf7 — Wed, 18 Jan 2023 13:06:35 GMT

Just a quick update on the thread:
Internet now confirmed by Plusnet as working... 78 days after the confirmed date.
After all, all it needed was remote activation 😕
Will be on the phone to discuss compensation.
Please close this thread.

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

adamwalker — Wed, 18 Jan 2023 13:27:59 GMT

Hi there, I'm really glad to see that's been resolved and thanks so much for your patience.

You'll definitely be compensated for each day between the original activation date and today's date as per what's shown here: https://www.plus.net/help/legal/automatic-compensation/

That's applied automatically so you won't need to call us to arrange that.

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

RealAleMadrid — Wed, 18 Jan 2023 16:37:03 GMT

@adamwalker The obvious question is how could it have possibly taken so long? It was known from 14th of December 2022 that all that was required was a remote activation. What on earth have Openreach been doing since then, it's beyond belief.

@lukaszf7 A totally unacceptable delay but looks like you've got there in the end. I am somewhat concerned by your statement... Internet now confirmed by Plusnet as working... have you tested it to see if it actually is.

Enjoy your compensation payment.😀

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

lukaszf7 — Wed, 18 Jan 2023 17:57:57 GMT

Tried and tested, works like dream 🙂

I will, cheers

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

lukaszf7 — Tue, 21 Feb 2023 09:42:01 GMT

Good Morning @adamwalker ,
Could someone take a look into my case again?
Its been more than 30 days since activation now but no compensation received.
Now my subscription payment is due, I got Outstanding balance, which feels not right since Plusnet is due quite a lot of money in compensation to myself.
Can you please investigate?
Let me know if you need more info (Activation Confirmation email etc)
Thanks

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

willcutforth — Tue, 21 Feb 2023 10:26:17 GMT

Hey there Lukasz I have created a ticket for you to discuss the issues. The link for it is: https://www.plus.net/wizard/?p=view_question&id=231849952