topic Re: FTTC & Phone services unexpectedly CANCELLED in Plusnet Feedback

FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Sun, 14 Dec 2014 13:20:30 GMT

Please could a member of staff help with this problem that has gone from bad to worse, before it gets any worse.
There has been some kind of an Openreach / Plusnet communications, system update / follow up errors going on here.
And now I have no fibre bb or a phone service.
Below is what I feel could be relevant & puts all the facts in one place:-
November 7
Ordered “fibre unlimited & phone service” with brand new phone line installation from Plusnet online.
(We had to have a new line, because we didn't have a bt phone line.
We had a virgin cable service, which we have cancelled)

November 26
New phone line installed with fibre.
Openreach engineer was even so good as to offer to set the router up.
Working perfectly.
Email from Plusnet at 23:39 saying "Unfortunately, there's been a delay to the order for your telephone service.
We'll contact you again once we have more details about this."
I replied saying I don't understand since I have my new line & fibre installed and working.
(But Plusnet did not reply to this)

November 27
Still working perfectly.
But another openreach engineer called to a repair a fault on the line.
I asked him why, because it seems to be working perfectly.
He said, it's a “battery fault”, so would of worked ok for another 3 or 4 days but then failed. So he repaired it &
said everything’s ok now.

November 28
Still working perfectly.
I made a comment on this forum to say “Thank you Plusnet for a stress free & pleasant experience”.

November 29
Still working perfectly.
Email & SMS from Plusnet saying “We're happy to tell you we can proceed with your
phone line order. We'll need to book a new appointment with you for an engineer to complete the installation.
We'll call you to arrange this” (Email ref: E0702).
I replied to this email / SMS, saying my new phone line & fibre had already been installed.
But Plusnet did not reply or call me to arrange this.

November 30 to December 12
Both phone line and fibre bb still working perfectly.
No more emails, SMS's (or phone calls) from plusnet.
December 13
Both phone line and fibre bb still working perfectly in the morning.
Not a single email, SMS or phone call from Plusnet since Nov. 29
Fibre bb disconnects while in use, no dsl light on openreach modem.
I phone plusnet support to be told fibre has been cancelled but don't know why.
I was asked who my phone line was with. I said "You, plusnet, ordered at the same time, a brand new line install."
Told they have no record of my phone line with Plusnet.
Told there's some kind of problem with the line anyway and booked an engineer to call December 31. (Question 96184077)
Then put through to provisions on phone who said they will pass it to a dedicated team to try and get fibre bb reconected
& I would get a phone call Monday or Tuesday with an update. (Question #96184225)
A few hours later, the phone line goes unexpectedly dead.
Updated Question #96184225 with this. It said I would get a reply soon.
But no reply to this update.

An hour or two later an email from plusnet saying
"We can confirm that your order for Home Phone has now been cancelled.
Should you wish to sign up for our Home Phone service in the future, you can do so though our website -"
I certainly didn't cancel the fibre or phone line.
I had no warning from Plusnet either.
No follow ups on my replys to the erroneous plusnet messages either.
why is that?
How can it be cancelled without me being told in advance?
So could someone please get my plusnet phone and fibre bb reconnected asap?
Many thanks in advance.

Re: Loss of Fibre bb & phone now

Townman — Sun, 14 Dec 2014 13:51:06 GMT

Hi Mark,
This has all the hallmarks of your PREVIOUS phone provider cancelling the phone line (and all associated services) and PlusNet's previous orders have thereby got cancelled.
Did you tell your previous supplier (name please) that you were cancelling service from them? Though this is now "after the event" information, I would NEVER tell the old supplier that I'm leaving (particularly BT Retail) as they can do far too much consequential damage.
I suggest that you consider changing the thread title to something like "FTTC & Phone services unexpectedly CANCELLED".
Note that PN Staff (CRT) are not around here on Sundays.

Kevin

Re: Loss of Fibre bb & phone now

markfrompompey — Sun, 14 Dec 2014 14:14:14 GMT

Hi Kevin,
Thank you for your comments.
I did not have a previous bt phone line provider.
This was a brand new phone line install ordered through Plusnet with the fibre order.
They had to run new wires from the nearest bt junction box to my property.
There has never been a conventional phone line ever installed in my property since it was built.
Yes I told Virgin media to cancel my cable internet through coax & the virgin phone attached to coax which on virgin media's own independent infrastructure (which cannot be connected to bt infrastructure).
So this couldn't have any effect on a brand new bt phone line that was installed.
All the best
Mark

Re: FTTC & Phone services unexpectedly CANCELLED

Chris — Mon, 15 Dec 2014 09:31:54 GMT

Hi Mark,
I've just had a look over your account and it's all gone a bit wrong. What I seem to be looking at is the order for the phone line completed, but didn't close off properly. This then timed out and cancelled, taking out the broadband and the phone service. Honestly, provisioning isn't my strongest suit, so I'll give the team looking at your tickets a prod as this needs to be looked at asap.

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Mon, 15 Dec 2014 11:35:33 GMT

Hi Chris,
Thank you. Very much appreciated.

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Mon, 15 Dec 2014 13:33:42 GMT

Hi again Chris,
Is there any news about that prod?
Have they phoned bt Openreach about this?

Re: FTTC & Phone services unexpectedly CANCELLED

Chris — Mon, 15 Dec 2014 13:39:26 GMT

I'm just following up on this to see who's working on it.

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Mon, 15 Dec 2014 14:01:10 GMT

Hi Chris,
I've just had a phone call from Plusnet explaining the progress and they will get back to me by tomorrow with more news of a reconnection time.
Thanks for your prod

Re: FTTC & Phone services unexpectedly CANCELLED

Chris — Mon, 15 Dec 2014 14:04:41 GMT

Quote
I've just had a phone call from Plusnet explaining the progress and they will get back to me by tomorrow with more news of a reconnection time.

Great! The person who called you has just come over and given me an update too, he's going to ask whoever contacts you next to give me another update too so I can keep on top of what's happening.

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Mon, 15 Dec 2014 14:37:04 GMT

Thanks once again Chris.
Look forward to hearing some more good news soon
dick:quote

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Tue, 16 Dec 2014 11:22:00 GMT

Good Morning Chris,
I received a follow up on Question #96184225 asking if my phone line has started working. If so they could then try re-activating the fibre broadband.
I have just checked and unfortunately the phone line is still dead.
I have responded to Question #96184225, saying Unfortunately the phone line is not working.
But thought I would let you know to keep you in the loop & make sure they have got & seen this response.
Many thanks again.
Mark

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Tue, 16 Dec 2014 12:52:01 GMT

Have they got and seen my response?
I haven’t heard anymore from anyone.

Re: FTTC & Phone services unexpectedly CANCELLED

Chris — Tue, 16 Dec 2014 12:54:23 GMT

I'm having a look now and will ask someone to pick this up.

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Tue, 16 Dec 2014 13:07:46 GMT

Thank you.

Re: FTTC & Phone services unexpectedly CANCELLED

Chris — Tue, 16 Dec 2014 13:23:02 GMT

No problem. I'll check back again later today to see what's going on.

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Tue, 16 Dec 2014 17:30:14 GMT

Any news Chris?
I know it's not your fault, but the "Dedicated Team" didn't contact me again today.
They must be very Dedicated with other similar case's I guess

Re: FTTC & Phone services unexpectedly CANCELLED

Chris — Wed, 17 Dec 2014 08:53:20 GMT

Really sorry about that. I know they've placed new orders for your phone and fibre but we need to see if we can bring the dates forward at all.

Re: FTTC & Phone services unexpectedly CANCELLED

grahamt — Wed, 17 Dec 2014 09:06:16 GMT

It seems to me that Plusnet is very lucky to have two such articulate and reasonable customers as markfrompompey and Omaraj17 - see the very similar thread started by Omaraj17 in this forum. Both customers have been royally messed about through no fault of their own. In the other thread Townman pertinently asked Plusnet to check for a pattern and I'd second that.
This is no criticism of Chris, who is doing all he can to help. And we know that once the Digital Care team gets on a case things generally do get sorted out. Also, in the interface between old supplier/BT/Plusnet errors aren't always Plusnet's fault. But these cases need to be looked at carefully to see what lessons can be learned and Plusnet needs to pull out all the stops to get these customers connected asap.
Graham

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Wed, 17 Dec 2014 10:50:23 GMT

@Chris: I have an automated email & sms that was sent out by your system that says "An engineer is due to activate your Home Phone service on 24/12/2014, AM."
So hopefully someone can get the date brought forward. Otherwise I'll have to go out and buy a pay-as-you-go 3G or 4G dongle & whatever it costs for a months unlimited data to keep going online.
There has been no automated emails that mention the fibre re-activation though. So hopefully the fibre is included on whatever date the engineer turns up.
Maybe you could ask them and double check that the fibre re-activation ordered is included. Otherwise I could end up waiting till next year for fibre
I've still not heard a thing from the Digital Care team since my response to say the phone line is still dead, yesterday morning.

Re: FTTC & Phone services unexpectedly CANCELLED

markfrompompey — Wed, 17 Dec 2014 11:21:03 GMT

Thank you for your comments @grahamt
Yes I've seen the very similar thread started by Omaraj17 in this forum. And at least one other very recently.
What worries me is that it could happen again to me or anyone else if their order / installation or fault repair that doesn't get closure.
Whats to stop it happening again?
If we had been notified in advance, maybe we could phone support in time and sort it out before it gets to that stage.