topic Re: Full fibre upgrade gone wrong in My Order

Full fibre upgrade gone wrong

Star-Light100 — Sat, 04 Nov 2023 12:22:07 GMT

I’ve been with plus net many years as a dsl and land line customer. And I’ve been generally happy with the service. I’ve recently came out of contract and the price was going up, because of this, I thought, time for an upgrade. So I looked at the full fibre and the price didn’t seem too bad, so I asked for an upgrade and this is when the issue started. Bt open reach turned up and drilled a hole in the wall and straight into my waste water pipe, and the fibre cable was running through the middle of the pipe. Massive flood!
To be fair it was fixed the next day. But we had to do all the phoning around to get things moving. But I’m still waiting for the last bit of the repair to be done. Ie the plastering. This is not so important and I’m happy to wait for this work to be completed.
But what I’m not happy about is since the “ upgrade” I’ve lost all broadband now for 4 days and counting. I massively regret switching to fibre as I have no broadband now. And each day I phone I’m always told it will be on the next day, which it never is.
I’m told it’s plus net not telling everybody in their system that there has been an upgrade.
They were quick enough to turn off my DSL an hour after the fibre was installed, but don’t seem so worried that I have fibre they installed that doesn’t work at all. BT open reach say it’s all working as far as they are concerned. And it’s a Plus net issue. I started this upgrade in early October and plus's net are still not ready to switch it on. I have disabled children that need to do homework, I need to do work from home. And I’m still not getting a date it will all be up and running. I’m close now to just cancelling and going somewhere else that can provide the broadband, that was promised.

Re: Full fibre upgrade gone wrong

Baldrick1 — Sat, 04 Nov 2023 12:33:57 GMT

Moderator's note:
Post moved from Plusnet Feedback to My Order.

Re: Full fibre upgrade gone wrong

MatthewWheeler — Sat, 04 Nov 2023 13:10:49 GMT

Hi @Star-Light100

I'm really sorry to hear this has happened and I can't imagine how much frustration this is causing.

The case is now with our specialist Customer Assist Team who are best placed to handle issues such as these.

As soon as they know more they'll be in touch

Re: Full fibre upgrade gone wrong

Star-Light100 — Mon, 06 Nov 2023 18:39:52 GMT

Wow! I’ve just received a new email from Plus net saying it’s now going to be the 10th of November for an update of progress. What progress???. There’s been no progress since it was installed on the 31st of October! I’m not interested in non existent updates. I need to know the date it will be fixed. I know what will happen on Friday. Your say next week for an update. And on and on. I’m sure you don’t know whats wrong or how to fix it!

Please turn my dsl back on so I can get some sort of broadband. Failing that please release me from the contract so I can get Internet from another Internet service provider.

you damaged my property installing a broken product.

I have two autistic children screaming at me every night why there’s no Internet. Would you like to come round and explain to them because I’m out of excuses? I tell them the updates you tell me. My children say to me now they no longer believe the dates I’m giving them anymore!

This has been a massive eye opener for me about Plus net.

Re: Full fibre upgrade gone wrong

MatthewWheeler — Tue, 07 Nov 2023 18:28:50 GMT

I'm really sorry to hear this is ongoing @Star-Light100

I've had a word with our Customer Assist Team and we're going to send you out a MiFi box to give you some connectivity in the meantime while we investigate this

Re: Full fibre upgrade gone wrong

Star-Light100 — Fri, 10 Nov 2023 17:02:11 GMT

Hi, im told it will be the 16th of November now for the next update and still no broadband in sight. If you can send that Mifi box it would help with my kids homework.

Re: Full fibre upgrade gone wrong

ClaudiaG23 — Fri, 10 Nov 2023 17:38:40 GMT

Hi @Star-Light100 I'm checking in, have you received the MIFI box we've organised for you?

Re: Full fibre upgrade gone wrong

Star-Light100 — Sat, 11 Nov 2023 01:25:48 GMT

Hi, no I’ve not received Mifi box yet.

Re: Full fibre upgrade gone wrong

Star-Light100 — Sat, 11 Nov 2023 18:57:10 GMT

Any updates on the MiFi box please?

Re: Full fibre upgrade gone wrong

SammyM — Sun, 12 Nov 2023 13:31:33 GMT

I'm really sorry that the MIFI has not arrived, Matt is out of work today but he is back on shift tomorrow. I have emailed him to chase this up for you and get in touch with you tomorrow.

Re: Full fibre upgrade gone wrong

Star-Light100 — Sun, 12 Nov 2023 17:15:46 GMT

Thank you. Anything you can do to get this Mifi box in place would be a great help with my disabled autistic daughter until the broadband is fixed.
She’s started self harming again as she’s worried as she can’t revise for her exams due to the broadband outage. This is obviously a massive concern to me.
So anything you can do would be a great help.

Re: Full fibre upgrade gone wrong

MatthewWheeler — Mon, 13 Nov 2023 13:27:40 GMT

I'm really sorry to hear that @Star-Light100

Unfortunately we can't track them after they've been shipped out so we've requested another one be sent out to you

Re: Full fibre upgrade gone wrong

Star-Light100 — Sat, 18 Nov 2023 10:15:41 GMT

Thank you. The Mifi box has arrived and is now in use. So thank you for that. At least my children can now do their homework.
The fibre issue is still present and that’s now 18 days since the failed installation with no broadband from that.
I was told to phone back on the 16th for any update. I did that. In that call I was told I would be contacted by another group in Plus Net that deal with these issues within 24 hours. No one phoned. I then phone back on the 17th asking for an update again. Again I’m told someone would phone back by 8pm that evening. Again no one phoned back. You advertise yourselves with “great customer service”.Don’t really call this great customer service, To be honest. I’m only asking for an update. Even if I’m told you’re still working on it. Thats better than being ignored or fobbed off!

Re: Full fibre upgrade gone wrong

ClaudiaG23 — Sat, 18 Nov 2023 10:56:35 GMT

Hi @Star-Light100 I'm glad to hear the MIFI has been received and is working to help the household with everyday things.

I've got this chased for you and our Customer Assist Cat, and they'll be picking this case up today.

Re: Full fibre upgrade gone wrong

Star-Light100 — Sat, 18 Nov 2023 11:07:39 GMT

Hi. Thank you very much.

Re: Full fibre upgrade gone wrong

ClaudiaG23 — Sat, 18 Nov 2023 16:09:32 GMT

Hi, I'm checking in @Star-Light100 has the CAT team been in touch?

Re: Full fibre upgrade gone wrong

Star-Light100 — Sat, 18 Nov 2023 23:57:51 GMT

Hi, yes someone from Plusnet customer support did call. He was asking what the serial number was on the fibre box. As it could be that BT could have the wrong number recorded. I’m hoping that this could fix the issue. Let’s see what happens next. Thank you for checking back.

Re: Full fibre upgrade gone wrong

Star-Light100 — Wed, 22 Nov 2023 18:01:35 GMT

Day 22 since the fibre was installed and we lost broadband. Should It really take such a long time to fix a BT error.? Do we have any estimates when this error will be fixed? I’m starting to wonder if it will ever be fixed? What in this high tech world takes 22 days and counting to fix?

Re: Full fibre upgrade gone wrong

Star-Light100 — Thu, 23 Nov 2023 19:18:43 GMT

Just received this message from Plus net “ We are pleased to confirm that your orders have completed. You can now connect your router to your master socket to get connected.“

Sadly nothing has changed and the broadband is still not working.

Re: Full fibre upgrade gone wrong

jab1 — Thu, 23 Nov 2023 19:20:37 GMT

@Star-Light100 What lights/colours are on your ONT?