topic Re: Activation cancelled in My Order

Activation cancelled

Chawkins575 — Fri, 16 Jun 2023 05:59:48 GMT

Hi all,
I joined plusnex on 01/06. Since this date I've had daily calls with support to try and resolve a reoccurring activation issue.

I've moved into a property that already has an ONT installed, I have three green lights (power, PON and LAN) and a router already received from plusnet.
There has been various attempts at activation only, line take overs, no available port reports from OR, service update requests to OR.

I work from home and this is impacting my work.

I would appreciate any assistance to help get this resolved.

Thanks

Re: Activation cancelled

adamwalker — Fri, 16 Jun 2023 13:35:47 GMT

Hi there, I'm really sorry for all the issues we're having getting full fibre set up for you.

I've checked your account and a colleague is talking to Openreach about this at the moment and is looking at options including installing a new ONT.

Please bear with us and they'll get back to you soon, I'll check back in with you on Monday and if there's still no progress at that point I'll intervene.

Adam

Re: Activation cancelled

RealAleMadrid — Fri, 16 Jun 2023 14:26:23 GMT

@adamwalker Why do Plusnet seem to have a lot of problems when a customer has an existing ONT?

Shouldn't it just be a remote activation order?

How would a new ONT help when there appears to be a live one already there? A possible serial number mismatch maybe?

I've seen a previous case on a new build site where the ONTs were muddled up and did not match the properties.

Re: Activation cancelled

Chawkins575 — Fri, 16 Jun 2023 14:44:42 GMT

With note to the above comment, do you think it would be worth confirming my ONT serial number with plusnet in cause it differs?

Re: Activation cancelled

adamwalker — Fri, 16 Jun 2023 15:14:27 GMT

@Chawkins575 I don't want to conflict with what my colleague is doing for you today but feel free to update that on the open ticket if you don't mind in case it helps: https://www.plus.net/wizard/?p=view_question&id=234278997

Re: Activation cancelled

Chawkins575 — Fri, 16 Jun 2023 18:15:54 GMT

I've added the serial number now, I believe they're going to try to have a new ONT installed. My understand is that this had already been attempted and cancelled, but fingers crossed

Re: Activation cancelled

adamwalker — Fri, 16 Jun 2023 18:48:42 GMT

Thanks a lot for the update, as promised I'll check back in on this with you on Monday. - Adam

Re: Activation cancelled

adamwalker — Mon, 19 Jun 2023 13:45:16 GMT

Hi @Chawkins575 My colleague Lauren has raised an escalation today which is what I would have done. I'll keep an eye on it and will jump in if needed

Re: Activation cancelled

Chawkins575 — Mon, 19 Jun 2023 14:13:41 GMT

Thanks adam

I spoke to the previous tenant again to re confirm rheir cancellation. They bizarrely had the same issue years ago when they first moved in as well.

Re: Activation cancelled

adamwalker — Tue, 20 Jun 2023 16:27:15 GMT

No problem and cheers for the update on that! We'll keep you posted but do shout up if you need someone on this side to intervene

Re: Activation cancelled

Chawkins575 — Wed, 21 Jun 2023 15:52:50 GMT

Hi Adam,

Just checked bt wholesale broadband checker and the ONT is now updated:
No active service and spare port avaliable.
Perviously it stated there was an active service and no ports avaliable.
Can an activation now be complete?

Thanks

Re: Activation cancelled

adamwalker — Wed, 21 Jun 2023 16:23:06 GMT

Hi there,

That sounds promising, we've let our suppliers know and we should have an update for you by the end of the day on the 23rd so I'll make sure we can get back you as soon as we can.

Adam

Re: Activation cancelled

RealAleMadrid — Wed, 21 Jun 2023 19:00:12 GMT

@adamwalker it must be incredibly frustrating for customers who have to put up with your "suppliers" stalling at every opportunity and delaying for 48 hours each time you tell them some new information. even it is of no relevance. I would dispute your statement that the change in the checker is promising.

@Chawkins575 "Previously it stated there was an active service and no ports available" means that the existing service can be taken over by a new customer, the new wording would suggest the previous service has been ceased but it should really not make any difference, just another excuse to delay things again. As for escalations they seem to have no effect whatsoever.

It would be interesting to know why there has been such a drawn out delay with this order but I suspect we will never be given the full story.☹️

Re: Activation cancelled

Chawkins575 — Wed, 21 Jun 2023 19:10:52 GMT

The delays are unbelievably frustrating, the response time is truely baffling. Having just waited 48 hours for an update, to be told to wait 48 hours for an update. However this will now be Friday and BT do not work the weekend so again will have to wait a further 48 hours for an further resolution. This method only really supplies opportunity to resolve the issue twice a week on the Wednesday or Friday. The only glimpse of movement I have is from checking the wholesale portal myself 🙃

Re: Activation cancelled

MisterW — Wed, 21 Jun 2023 19:21:57 GMT

Previously it stated there was an active service and no ports available"means that the existing service can be taken over by a new customer, the new wording would suggest the previous service has been ceased but it should really not make any difference, just another excuse to delay things again

I'm not sure on the details of fttp take over orders, but if it's similar to fttc & adsl, then ,yes an active line can be taken over BUT not if there is an outstanding cease order. That would appear to be the case here, and now the cease has completed , an order can be placed.

Re: Activation cancelled

Chawkins575 — Wed, 21 Jun 2023 19:26:21 GMT

Annoyingly I don't belive an order has been placed. I think currently we're just awaiting a further update from BT. Which means if an activation order can be places it won't be until Friday which in turns means Monday. Therefore a further delay. I've been lead to belive that an activation only should be achievable and therefore up and running the same day as the activation request?

Re: Activation cancelled

MisterW — Wed, 21 Jun 2023 19:36:19 GMT

and therefore up and running the same day as the activation request?

I wouldn't hold your breath! There seems to be some potential for mess ups with remote activation orders...

Re: Activation cancelled

RealAleMadrid — Wed, 21 Jun 2023 21:53:53 GMT

@MisterW The now rarely appearing wizard (Gandalf) has been known to achieve a remote activation in a few hours.😁

Re: Activation cancelled

Chawkins575 — Thu, 22 Jun 2023 19:38:17 GMT

I am finally connected!
For anyone else who has an existing ONT with an active line and no port available, the following method solved it for me:
Firstly use the below to confirm your ONT status: https://www.broadbandchecker.btwholesale.com/#/ADSL
You can find your UPRN via Google. If this comes back saying ONT has an active service and no ports available next step:
You'll need to persuade someone from customer service to contact BTwhole sale, i believe by raising a TAG. Request they update/refresh their system for the ONT worth confirming the serial number to ensure they looking at your ONT this should be a 48h confirmation.
I received no update on this and was asked to wait an additional 48hrs however i used the above link to check the ONT status.
Once this read no active line and port available you'll need to convince customer service to do an activation only. It took approximately 5 hours for my activation to work.

Re: Activation cancelled

RealAleMadrid — Thu, 22 Jun 2023 21:45:06 GMT

@Chawkins575 An excellent result, you have managed to break through the constant Openreach 48 hour delay tactics by perseverance and powers of persuasion to get Plusnet customer support to go ahead with the remote activation. Well done.😀