topic Re: Order Delayed in My Order

Order Delayed

floul — Tue, 25 Apr 2023 16:50:25 GMT

I signed up today and was given an activation date of the 28th of April as I wouldn't need an engineer to visit the property, but I've now been told that I have to wait for an engineer visit on the 22nd of May? This is a ludicrious amount of time for what should theoretically be a simple switch (Openreach wholesale checker tells me ONT exists with no active service. A spare port is available.)

What's the reason for the delay?

Re: Order Delayed

RealAleMadrid — Wed, 26 Apr 2023 09:06:48 GMT

@floul This seems to be happening quite frequently on FTTP (Full Fibre) orders where there is already an existing ONT. I have mentioned it previously on the forum such as in this thread ... FTTP installation

For some unknown reason in some cases Plusnet order a new installation even when there is an existing ONT so an engineer turns up and finds no installation is required. It is inefficient and time wasting for both the customer and the Openreach staff.

If you don't get a staff response on the forum I would try calling and hope you get to speak to someone who understands that if there is an existing ONT a remote activation order is required, unfortunately some of the CS staff are not very knowledgeable on the FTTP ordering process. So it might take more than 1 call if you can summon up the strength to do it.🤔

Re: Order Delayed

ClaudiaG23 — Wed, 03 May 2023 14:49:26 GMT

@floul Hey, I've just checked your account and I can see you're now fully active with Full Fibre. There was no need for an engineer in the end!

Enjoy your fast speeds.

Re: Order Delayed

RealAleMadrid — Wed, 03 May 2023 15:40:21 GMT

@floul Well that's good news. Did Plusnet advise at any point it would be a remote activation or did it just happen? Maybe they have sorted out the problem with Full Fibre orders with existing ONTs😊