topic Re: Order Delayed - Can I cancel? in My Order

Order Delayed - Can I cancel?

K2UGA — Wed, 27 Sep 2023 12:41:55 GMT

Hi there,

My Full Fibre order has been delayed since 6th September. I have looked at my tickets thanks to the help of this site.

The reason for the delay states that I "live within a multi dwelling building type, it requires complex engineering work to connect the customers building to the fibre network in their street". And it appears that there is no solution. Plusnet said that Full Fibre was available at my address but clearly it is not. I really need internet for work and I realise I can only get standard broadband now.

My question is, how do I just put a stop to this order and get my money back so I can order standard broadband (from Plusnet or whoever is cheapest)

It is past the 14 days from when I placed the order but feel that I should not be penalised for this. Please help

Chris

Re: Order Delayed - Can I cancel?

dvorak — Wed, 27 Sep 2023 12:57:34 GMT

You'll need to speak to the customer options team.

Details for Customer options team are on this page https://www.plus.net/help/my-account/thinking-of-leaving/
0800 013 2632

Re: Order Delayed - Can I cancel?

K2UGA — Wed, 27 Sep 2023 13:42:52 GMT

Thanks dvorak,

What happens if I just wait? Will they do the necessary work or will my order be cancelled anyway by Plusnet?

How long is an acceptable amount of delay?

Regards

Re: Order Delayed - Can I cancel?

dvorak — Wed, 27 Sep 2023 17:45:04 GMT

It'll be openreach doing the work, but you'd need to ask PN if they can get a timeframe as you can't deal with openreach directly.

Re: Order Delayed - Can I cancel?

K2UGA — Wed, 27 Sep 2023 18:28:25 GMT

Thank you, I had to cancel in the end. Too much work for Openreach and they disconnected my copper so mobile broadband it is then. Such a shame.

Re: Order Delayed - Can I cancel?

corringham — Thu, 28 Sep 2023 16:19:11 GMT

@K2UGA wrote:
Thank you, I had to cancel in the end. Too much work for Openreach and they disconnected my copper

Are you saying that OR removed your copper land-line, or that it is just disconnected (i.e. no broadband service)? I'd be surprised if you were left with no possible OR broadband - although it would have to be a SOGEA connection now, but Plusnet (and other ISPs) do offer that.

Re: Order Delayed - Can I cancel?

K2UGA — Thu, 28 Sep 2023 20:10:08 GMT

Whilst cancelling the advisor said they would offer me a SOGEA connection, when he went to check the price he stopped and said, "Oh, Openreach has disconnect your line for us and we can't offer you a SOGEA connection anymore, I can only cancel sorry". You seem more knowledgeable than me about this so you might know what that means. Either way, when I checked prices with other providers it would have ended up cost more than Full Fibre for an inferior product so went with 5G mobile broadband £20 per month 3 months free.

Re: Order Delayed - Can I cancel?

corringham — Thu, 28 Sep 2023 20:21:34 GMT

@K2UGA wrote:
Whilst cancelling the advisor said, "Oh, Openreach has disconnect your line for us and we can't offer you a SOGEA connection anymore, I can only cancel sorry".

I'm (sort of) surprised OR have left you with no broadband options at all - they do have a universal broadband obligation where they have to provide a minimum 10Mbps broadband connection on request. There are "get-out-of-jail-free" clauses where they don't have to do that if it is too expensive, but where you did have a connection I can't see that they can really use that excuse.

However 5G may be the best option anyway.