topic Re: New Order - Still no connection after nearly 2 weeks in My Order

New Order - Still no connection after nearly 2 weeks

AVEC1981 — Mon, 05 Feb 2024 13:45:31 GMT

Hi all, I'm new to this board but I'm coming to the end of my tether with the situation I'm in.

I signed up to Full Fibre - an engineer came to set it up 12 days ago, drilled into my property, did all the inside bits but could not connect to the wire outside my property because he could not retrieve the wire - he said he would need to refer it to Openreach. I had a message from Plusnet to say my order had been delayed.

2 days later (10 days ago), despite Plusnet telling me otherwise, my internet was cut off by my old provider.

After numerous phone calls to both Plusnet and my old provider Vodafone, I am still waiting for my connection to be sorted - Plusnet told me an Openreach engineer would come last Friday to determine whether any digging would be required outside my house, but they did not turn up - and still haven't. Plusnet tell me that Openreach will provide an update at 7am tomorrow, but I am not holding my breath.

Does anyone have any advice? What are my options? I will write a formal complaint to Plusnet as it is their responsibility - 10 days without wi-fi and poor 4G coverage at my property has caused all sorts of problems. Not to mention very poor communication from them - I'm always the one chasing for an update.

Many thanks in advance.

Re: New Order - Still no connection after nearly 2 weeks

Townman — Mon, 05 Feb 2024 14:09:31 GMT

@AVEC1981

A warm welcome to the forums.

Sadly Plusnet is totally in the grips of the dead hands of BT Openreach. Openreach will respond to Plusnet when Openreach advise that they will (aka next update milestone) and not before. In my experience, Openreach will not entertain a chase call until after the update milestone.

What can you do? Again in my experience a direct escalation to the CEO of BT Openreach and a request for DSO intervention has pipe cleaned issues. Note - BT Openreach determine what an ISP can or cannot escalate - you are not bound by those rules. You can readily find the email address of BT Openreach's CEO on the internet.

As for Vodaphone terminating your old service - did YOU given them a termination date or was the entirety of the transfer process left to Plusnet?

If this was left entirely to Plusnet then there needs to be a question raised as to why the existing service cease order was allowed to proceed BEFORE confirmation that the FTTP service installation was complete.

If you gave Vodaphone a termination date ... then this is a good illustration of why this should be left to the gaining provider to manage.

Re: New Order - Still no connection after nearly 2 weeks

Baldrick1 — Mon, 05 Feb 2024 14:51:01 GMT

Moderator's note:
Thread moved from Full Fibre to My Order

Re: New Order - Still no connection after nearly 2 weeks

MatthewWheeler — Mon, 05 Feb 2024 17:07:02 GMT

Hi @AVEC1981

I'm really sorry to hear this has happened.

The case is with our Customer Assist Team who have escalated this with Openreach.

We'll be in touch as soon as we know more

Re: New Order - Still no connection after nearly 2 weeks

AVEC1981 — Mon, 05 Feb 2024 18:40:09 GMT

@Townman

Many thanks for your response.

15 minutes after my message, Openreach turned up! They weren't quite able to solve the issue. They've referred it to another team who will need to come back to dig across the street.
And it was left entirely to Plusnet to manage the transfer process, so it's appears to be their fault that I've been without Internet for 10 days and counting.

Re: New Order - Still no connection after nearly 2 weeks

Townman — Mon, 05 Feb 2024 22:34:00 GMT

That being the case, please ensure you ask the customer assist team advocate why was the existing service termination order allowed to proceed without confirmation that the FTTP service was operational.