topic Re: Order issues in My Order

Order issues

Blob — Mon, 10 Jun 2024 12:22:41 GMT

Hello, changed address on 13/05/24 and it's been a bit of a mess to get my service switched over, to be honest!

Order was delayed, latest it could be is the end of June. It took me a few calls to get a reason for this. Openreach need to do some work to the property (we have a working ONT box but fair enough, was told it is something to do with piping).

Had a bit of a 'mare with requesting a solution in the meantime. Support had said they'd put a request in for a Mifi device and that it would be there in a few days. Get told eventually that there is no stock and that is why the order has failed. Ended up buying a 4G device which isn't super ideal.

I was more or less looking to confirm that the order is still proceeding. We have heard nothing about this and I am starting to get a little concerned we have become a bit lost in the system. The communication hasn't exactly been brilliant throughout this whole process. Would appreciate some help with this.

Cheers!

Re: Order issues

bmc — Mon, 10 Jun 2024 12:37:15 GMT

@Blob

If you can login to the PN Members portal look at Orders under My Account. There may be an Open question.

Brian

Re: Order issues

MisterW — Mon, 10 Jun 2024 12:52:45 GMT

Openreach need to do some work to the property (we have a working ONT box but fair enough, was told it is something to do with piping).

@Blob when you say ' a working ONT box' , what lights are on ?

Re: Order issues

Blob — Mon, 10 Jun 2024 14:11:10 GMT

The previous occupant had left her router plugged into the ONT box. So we used at our discretion for about a day, until she realised how important it was to take with her. She collected it on the Saturday.

Regarding the lights on it, I will take a look when I get back home. I know for certain that the PON light has changed status, it was flashing green intermittently before, it is now a solid green.

Re: Order issues

MisterW — Mon, 10 Jun 2024 14:37:25 GMT

@Blob if both the Power and PON light are solid green and the LOS light is off, then I can't see what work Openreach need to do? PON (Passive Optical Network) indcates that there is a physical connection to the Fibre network. The fact that it was previously working confirms that!

Any required work should just involve a remote activation, reconfiguring the connection from the old ISP to Plusnet.

Re: Order issues

Blob — Mon, 10 Jun 2024 15:27:49 GMT

Power and PON are both solid greens. LOS and LAN are out. If I could figure out how to attach a picture, I would hahah.

I really did not understand this at the time and I raised it with customer support. Eventually, after a few calls, I was told it was to do with putting new piping in, which to this day, I do not understand.

Re: Order issues

MisterW — Mon, 10 Jun 2024 15:52:57 GMT

If I could figure out how to attach a picture, I would hahah

@Blob no need really , its fairly conclusive from the description!. The LAN light will be out until there's something e.g router connected to the LAN port.

I was told it was to do with putting new piping in, which to this day, I do not understand.

Neither do I, sounds complete rubbish to me!.

I'm going to try escalating this to see if someone in the Plusnet help team can make sense of it.

NB if you're using a mobile device to access the forums, you need to select the 'desktop site' to see the icon to allow picture upload.

Re: Order issues

Blob — Mon, 10 Jun 2024 19:45:01 GMT

Thank you for the help, much appreciated.

It's been a difficult house move, not being able to get this resolved has been one of the more frustrating aspects of it. There has been a lot wasted time involved.

Re: Order issues

MisterW — Tue, 11 Jun 2024 06:11:10 GMT

@Blob just a thought overnight, can you check its actually an Openreach ONT ?

It should have an Openreach logo on the front.

Re: Order issues

Blob — Tue, 11 Jun 2024 09:10:12 GMT

Yep, it's an Openreach installed ONT.

I had looked through the jargon on the order and I think the work may have been sent to a sub contractor.

Re: Order issues

MisterW — Tue, 11 Jun 2024 09:41:01 GMT

Yep, it's an Openreach installed ONT.

@Blob thanks for that, I had a horrible thought overnight that maybe the previous connection was an 'altnet' one. Obviously it wasn't so I'm confused by what's holding up the order.

I had looked through the jargon on the order and I think the work may have been sent to a sub contractor.

Any chance you could post that ( redacting any personal information ) ?

edit: another thought , is the property multiple flats ? and is the address on your order correct ?

Re: Order issues

MatthewWheeler — Tue, 11 Jun 2024 10:59:41 GMT

Hi @Blob

I'm struggling to find the account with the details on your forum profile.

Can you drop me a PM with the details so I can look into this?

Re: Order issues

Blob — Tue, 11 Jun 2024 11:20:02 GMT

PM'd.

Re: Order issues

Blob — Tue, 11 Jun 2024 11:24:34 GMT

I'll have to look for the jargon in my closed questions. Might take me some time to find it, have quite a few over the last month!

I moved into a detached bungalow.

Regarding the address, it is still showing as my old one whenever I log in. There is an open question on my account where I was asked to clarify the new one (I have done this). No reply to my response.

Re: Order issues

Blob — Wed, 12 Jun 2024 12:56:30 GMT

That is it there. I redacted the name of the CS agent. This was posted on 18th May. I should also clarify, got the date mixed up in the original post. I moved on the 16th not the 13th. I realised I made a mistake on the post.

Initiated chat with OR (EiVA Conversation Id: 94608689) and asked about details mentioned in last notes (Customer does have ONT in property and the previous tenant had FTTP please advise Openreach and query why theres a delay) and advisor informed (As I have checked the order is awaiting for the Footway turnkey which includes Civils and Build work on the site, the order is now awaiting with the DL Civils / Third party contractor team to get the required
work completed. The estimate has already been issued with the reference number
WFMCDJ1P and the estimated work completion date is set for RBD: 28/05/2023 . The team is already working hence, requesting your co-operation. As we need RBD + 1 working day to get an update while the task is with the external teams. So I would like to request you to kindly review the HUD on 29/5/2024 for further update. Once the external work will get complete then the engineer will assigned for the internal work)

Moderator's note:
Post released from the automatic Spam Filter.

Re: Order issues

MisterW — Tue, 11 Jun 2024 12:25:52 GMT

I moved into a detached bungalow.

Thanks for that. I ask because we've seen confusion with addresses particularly where building have been converted to flats and the 'system' get the address wrong and so doesnt believe an ONT exists. That shouldn't be the case with a detached property.

There is an open question on my account where I was asked to clarify the new one (I have done this). No reply to my response.

However, that does seem to imply there IS some confusion somewhere, hopefully @MatthewWheeler can get to the bottom of the problem.

Whilst waiting, it might be worth getting your UPRN ( Unique property reference number ) from the site here https://www.findmyaddress.co.uk/ and then using that as the input to the BTwholesale checker https://www.broadbandchecker.btwholesale.com/#/ADSL

That should show that WBC FTTP is available and the narrative below the main results should say something like

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

ONT exists with no active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered.

Re: Order issues

Blob — Tue, 11 Jun 2024 13:20:42 GMT

That find my address search doesn't seem to cover Northern Ireland. Just the mainland.

Re: Order issues

MisterW — Tue, 11 Jun 2024 13:54:05 GMT

@Blob Ah! didnt realise you were in NI.

Does the BTw checker work using your address ? use the address verion https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

put in your postcode and select your address from the dropdown

If so it would still be useful to see the narrative below the main results

Re: Order issues

Blob — Tue, 11 Jun 2024 14:03:26 GMT

It's no problem. I should have said tbh!

Worked after I changed to the desktop one. I've just copied and pasted below.

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential Northern Ireland only turnkey civils install.

ONT exists with no active service. A spare port is available. A new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception

Re: Order issues

MisterW — Tue, 11 Jun 2024 14:42:18 GMT

@Blob thanks, the definitive information there is :-

ONT exists with no active service. A spare port is available. A new ONT may be ordered.

Which confirms that the 'system' knows there's an ONT installed. The 'no active service' is (I believe) that the previous occupants ISP has ceased the service, which is what you would expect.

So @MatthewWheeler why do Openreach think work is needed ?