topic Re: Why Did I Leave Sky???? For This, Really???? in Plusnet Feedback

Why Did I Leave Sky???? For This, Really????

Kuffdam — Mon, 22 Sep 2014 19:53:22 GMT

Like many others here on the feedback page... I've joined and wondering why the hell I did it...
Left Sky Fibre to join this nonsense
Great customer service when taking my money and making sure I'm ok during the sales pitch, now... I don't have web, no install date, on the phone to wait an hour at a time...
I'm waited in all day for the installation, no one has shown up, Sky have cut me off and now..... the great void of customer service
WHAT IS GOING ON????
My installation was set for 22nd Sept, no one came, My phone works, thats it...
'WERE SORRY FOR MAKING YOU WAIT, OUR ADVISORS ARE BUSY, 60 MINS WAIT TIME"
but if I want to sign up, I can talk to you RIGHT NOW
User name KUFFDAM303
CANCEL ME, let me return to SKY
jim:red All caps in title changed as per Forum Rule mod:end

Re: WHY DID I LEAVE SKY???? FOR THIS, REALLY????

All4One — Mon, 22 Sep 2014 20:02:59 GMT

Sky Fibre to join Plusnet Fibre?
Technically, you shouldn't need an engineer if fibre to fibre. Do you have the openreach modem already or do Sky provide an all in one? Have you received the Plusnet router?
If you don't have an openreach modem, you'll probably need an engineer.

Re: Why Did I Leave Sky???? For This, Really????

Kuffdam — Mon, 22 Sep 2014 20:06:39 GMT

Sky was an all in one solution, I now need the Openreach modem.. I had hoped this could all be done without having to give up my afternoon, but no such luck
Instead, waited home from 1pm till 6pm, then the further 2 hours "just in case'
Waste of a day, now left with no internet and I work from home... Do I get to bill Plusnet for the loss in service?

Re: Why Did I Leave Sky???? For This, Really????

All4One — Mon, 22 Sep 2014 20:12:43 GMT

I'm sure Plusnet will refund the downtime experienced if you let them know.
Any chance to try connection your Sky all in one with the PN details? However, I think Sky lock down 99% of the time. 😕

Re: Why Did I Leave Sky???? For This, Really????

Kuffdam — Mon, 22 Sep 2014 20:15:07 GMT

The Sky router is totally locked down, I've bought my own cable/fibre router to replace this, the main reason for joining actually was to use my own router

Re: Why Did I Leave Sky???? For This, Really????

All4One — Mon, 22 Sep 2014 20:22:07 GMT

I'm guessing as you put it, it's just a router right? 😕
Do you have any OR vans around you? "Hello neighbour, Mr OR engineer, can I take a modem?" (This is my back up plan when my fibre goes down)

Re: Why Did I Leave Sky???? For This, Really????

Kuffdam — Mon, 22 Sep 2014 20:30:16 GMT

I can always source a modem router if needed, If I get hold of one, is that going to get me up and running? does the open reach modem do anything special above a normal modem?

Re: Why Did I Leave Sky???? For This, Really????

hillyfields123 — Mon, 22 Sep 2014 21:19:02 GMT

Not as far as I'm aware - I believe it's just a bog standard VDSL/ADSL2+ modem.

Re: Why Did I Leave Sky???? For This, Really????

launton — Mon, 22 Sep 2014 21:35:55 GMT

Can the SR102 be put into modem only mode and use your router for the login? You're probably up and running as my fibre switchover from SKY was seamless. Did you leave your SKY router plugged in and on? It was suggested to me that the engineer can tell if a modem syncs on the line when they set you up and won't bother calling to the address and sign the job off as they think a modem is already present. This happened to me.

Re: Why Did I Leave Sky???? For This, Really????

hillyfields123 — Mon, 22 Sep 2014 22:18:14 GMT

It can't be put into modem only mode.
http://helpforum.sky.com/t5/Fibre-broadband/Replacement-for-Sky-SR102/td-p/1582013

Re: Why Did I Leave Sky???? For This, Really????

MattyC — Tue, 23 Sep 2014 08:29:55 GMT

Hi Kuffdam.
This is with me now, we need answers just as much as you do.
I will contact you shortly and update this thread.
Matty

Re: Why Did I Leave Sky???? For This, Really????

MattyC — Tue, 23 Sep 2014 12:22:58 GMT

Thanks for speaking with me today, Kuffdam.
As discussed, we're getting someone out to your property with a modem on Thursday morning.
Apologies in advance for the downtime for the rest of today, and tomorrow.
Matty

Re: Why Did I Leave Sky???? For This, Really????

Kuffdam — Thu, 25 Sep 2014 12:07:24 GMT

Another failed visit.... 8am till 1pm has now come and gone, another day wasted and still no closer to internet

Re: Why Did I Leave Sky???? For This, Really????

amcclean — Thu, 25 Sep 2014 13:07:00 GMT

Could you set up a wired connection direct to the fibre socket in the mean time.

Re: Why Did I Leave Sky???? For This, Really????

MattyC — Thu, 25 Sep 2014 14:07:25 GMT

Hi Kuffdam,
I am sorry to hear about this.
I will have to contact our suppliers to get some answers. I'll let you know the outcome.
Matty
EDIT: Thanks for your time today. I'll check back up tomorrow to see if Openreach have been in touch.

Re: Why Did I Leave Sky???? For This, Really????

Kuffdam — Sun, 28 Sep 2014 12:18:45 GMT

So despite a promise that OR would call me Friday before noon, that didn't happen
According to the notes on my ticket, OR are now saying that I'm at fault for no access
This is a joke right?
2 failed visits and 1 failed call back but I'm to blame
Now the Plusnet agent is going on holiday
Magic.....
Who can I escalate this with?

Re: Why Did I Leave Sky???? For This, Really????

Townman — Sun, 28 Sep 2014 13:19:15 GMT

Indeed, BTOR can be a pain in the neck.
PlusNET CRT staff should pick this up on Monday when they are next in the forums.

Re: Why Did I Leave Sky???? For This, Really????

Cruise85 — Mon, 29 Sep 2014 09:38:12 GMT

Hi Kuffdam
Again , please allow me to apologise for the frustration caused
I have been able to track down a fibre modem and a router for you in the office this morning, and will arrange for this to be sent special delivery today, and as such should be with you tomorrow
As soon as you connection is up and running, I will also ensure that the downtime you have experienced is refunded to you as soon as possible
Regards
Matt

Re: Why Did I Leave Sky???? For This, Really????

Kuffdam — Mon, 29 Sep 2014 17:42:41 GMT

Hi
Can you confirm this has been shipped
I will remain at home tomorrow and await the delivery as I really need a web connection at home as quickly as possible for work
Thanks

Re: Why Did I Leave Sky???? For This, Really????

MattyC — Tue, 30 Sep 2014 09:25:54 GMT

Hi Kuffdam,
Sorry I was on annual leave yesterday.
It was sent out for next day delivery yesterday morning, can you please confirm that it has arrived?
Matty