topic Re: Fibre in My Order

Fibre

DDB — Tue, 03 Jun 2025 08:47:45 GMT

Interesting and comical. Full fibre ordered on 12 March. No further communication untill 21 May when OR turned up with 4 vans and 6 people. Installed everything including ONT they left with, all done. Today its the 3rd of June, Plusnet still saying they don't know when OR will install and connect. The ONT is on, great light, the pond is slowly flashing. Still, Plusnet doesn't believe that it is completed. Weekly calls but getting nowhere.

Re: Fibre

dvorak — Tue, 03 Jun 2025 09:11:37 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: Fibre

Townman — Tue, 03 Jun 2025 10:45:19 GMT

@DDB wrote:
The ONT is on, great light, the pond is slowly flashing. Still, Plusnet doesn't believe that it is completed. Weekly calls but getting nowhere.

In which case, BT Openreach have not provided the confirmation back to the ISP that they have completed the installation.

In the order confirmation emails, did you receive a CONFIRMED date for activation? Knowing if you have a CONFIRMED date (rather that one with the associated words "we aim to...") might also inform if the automated compensation scheme is applicable for delayed installation.

In your communication with Plusnet, have you advised that them that ONT is lit and flashing?

Is the router plugged into the ONT?

What colour light is showing?

Have you checked the router settings to see if your account name has been configured?

Re: Fibre

DDB — Tue, 03 Jun 2025 11:24:43 GMT

Plusnet is saying that they have no knowledge of OR installing the fibre. No communication from OR, they simply showed up and luckily I was at home. They pulled cables, had a manlift for the pole, fitted the outside box, spliched and pulled a cable into the house (drill) fitted the ONT that ever since is on green light with the pon slowly flashing green.
As i still have copper that works I didnt connect the cat cable yet but waiting for Plusnet to tell me. However, despite numerous of calls, Plusnet doesn't seem to believe me when I state that the installation is complete.

Re: Fibre

MisterW — Wed, 04 Jun 2025 04:37:47 GMT

with the pon slowly flashing green.

PON should be steady green. If it's flashing that would indicate that the install isn't fully completed yet

Re: Fibre

DDB — Wed, 04 Jun 2025 08:36:18 GMT

I understand that but the issue isn't so much the pon green flashing but the fact that Plusnet is clueless about the fact that I have an ont in the first place. According to Plusnet the installation is still waiting. Obviously the communication between Plusnet and OpenReach is not working. What's more, despite Plusnet's escalation no-one seems to have a clue..

Re: Fibre

MisterW — Wed, 04 Jun 2025 18:04:14 GMT

I suspect the problem is that Openreach's systems say that its not installed, probably because the engineers who did the work havent signed it off as complete. The computer says 'its not installed' , so it cant be !! Until the left hand in Openreach talk to the right hand , they will continue to tell Plusnet . 'its not installed'

Re: Fibre

DDB — Fri, 06 Jun 2025 08:28:18 GMT

Good news, OR and Plusnet have agreed that the fibre installation at our house has been completed. One hiccup, they are waiting for a fibre trained technician to complete the install at the exchange end. I don't dare yet to hold my breath 😜

Re: Fibre

mystreet1 — Fri, 06 Jun 2025 09:16:19 GMT

That is good news.
So, if they are awaiting an engineer to do some work at the exchange, the whole fibre network serving your area must be off line.
Definitely don't hold your breath.

Re: Fibre

DDB — Tue, 10 Jun 2025 15:53:26 GMT

The promised update on the 9th or 10th June didn't happen. Unless that is I'll be contacted tonight. So, we'll muddle on, tomorrow is the 3 month anniversary of the start of the order, oh and 3 months paying for full fibre and the silence indicates that the end is not in sight. I feel sorry for the customer service as the obviously are as in the dark as I am.

Re: Fibre

jab1 — Tue, 10 Jun 2025 16:02:22 GMT

@DDB wrote:
Good news, OR and Plusnet have agreed that the fibre installation at our house has been completed. One hiccup, they are waiting for a fibre trained technician to complete the install at the exchange end. I don't dare yet to hold my breath 😜

As @mystreet1 says above, that doesn't sound credible, unless everyone in the area is in the same boat - FTTP doesn't have an exchange connection, as such.

Re: Fibre

Townman — Tue, 10 Jun 2025 16:44:23 GMT

@jab1

Good to see you back...

... indeed 'as such' - if it did one would have thought many users in the area would have no connection.

Re: Fibre

jab1 — Tue, 10 Jun 2025 16:47:57 GMT

@Townman - thanks.

As you say, there would be many disgruntled users - presumably all those on the same 'head--end' exchange.

Re: Fibre

Marsh — Wed, 11 Jun 2025 11:08:37 GMT

Hey @DDB,

I apologize for the delay with your order. Unfortunately, the records on Openreach's end have not been updated, which is causing them to advise that they still need to install the Optical Network Terminal (ONT). I can see that our Customer Assistance Team has received an update from our case handler. They have escalated the issue further with Openreach's Chief Engineering Team. Once we receive a response from our case handler, our Customer Assistance Team will reach out to you.

Thanks for your patience

Re: Fibre

jab1 — Wed, 11 Jun 2025 11:24:17 GMT

You can't make the OR excuses up -because if you do - they come back with another one, as this sorry saga illustrates very clearly. 😠

Re: Fibre

DDB — Wed, 11 Jun 2025 12:59:09 GMT

It's almost funny, I actually took a photo on 22 may showing the ONT with it unique number code, green light on, PON flashing green slowly and forwarded this to Plusnet. I thought this might help, uh no it didn't.
Furthermore, I am not kidding, when OR arrived for the installation they came with 4 vans and a manlift, 6 people working for a few hours. To not have paperwork for all this is just unbelievable really. Anyway, just received the full fibre bill for June, no failure here..

Re: Fibre

Townman — Wed, 11 Jun 2025 13:32:58 GMT

FTTP Bill for June (payment in advance).

Is this an upgrade of an existing Plusnet service or are you a new Plusnet customer?

For new users, the first 'proper' bill should not be raised until the first month anniversary of the service go-live date (as the first month is paid for by the up front payment)
For existing users, the CURRENT service should be billed as normal until the FTTP service has gone live

If you are being billed for FTTP whilst still on the old service, something has gone wrong, as that would suggest the service was thought to have gone live.

Are you sure that the billing is for FTTP, not the olde service at the out of contract rate?

@Marsh - was this aspect of billing reviewed please?

Re: Fibre

Tina11192 — Wed, 11 Jun 2025 14:16:13 GMT

@DDB I'm sorry to hear of the issues you are going through with the service installation and would like to reiterate our earlier apologies.

I just looked into this and I can confirm the latest bill is not for the new connection, please note that for any Full Fibre bill it will always be stated as Full Fibre 74/145/300, etc depending on the package chosen.

I hope this helps

Re: Fibre

DDB — Wed, 11 Jun 2025 15:12:02 GMT

I am billed £29.62 per month. My contract is for full fibre @ £27.99
I know of course that pricing is not standard and new customers are charged less (as advertised)
Right now I am still on copper to cabinet and as it seems this will continue for the foreseeable future I guess

Re: Fibre

DDB — Thu, 12 Jun 2025 21:10:11 GMT

Can't wait to see what Plusnet is going to tell tomorrow (if they do) Yes, of course I am sinical but I guess one gets to that point after a few months of BS.