topic Re: FUMING After 3 week wait, my fibre was due to go live today... in Plusnet Feedback

FUMING After 3 week wait, my fibre was due to go live today...

djspang — Thu, 09 Apr 2015 06:26:35 GMT

So today, 9th April 2015,, after 3 weeks, would have been the day I finally get fibre superfast broadband (PlusNet) back to my house, after BT so seriously screwed things up in late March.
PlusNet have just informed me that this order was cancelled on 27th March (although they "forgot" to let me know), and the reason for the cancellation?
BT have advised PlusNet that Fibre is not available to this address - even though they supplied that same top speed fibre to this address for 2 years prior to me cancelling due to their non-existent customer service.

Re: FUMING After 3 week wait, my fibre was due to go live today...

AndyH — Thu, 09 Apr 2015 07:36:21 GMT

What does it say if you put your address into the address checker here https://www.dslchecker.bt.com/ ?

Re: FUMING After 3 week wait, my fibre was due to go live today...

djspang — Thu, 09 Apr 2015 07:52:44 GMT

All looks fine - please see attachment

Re: FUMING After 3 week wait, my fibre was due to go live today...

AndyH — Thu, 09 Apr 2015 08:00:02 GMT

If you put in your new number, does it show the same cabinet 5?

Re: FUMING After 3 week wait, my fibre was due to go live today...

djspang — Thu, 09 Apr 2015 08:19:04 GMT

That IS my new number - provided by Plusnet on 27th March.

Re: FUMING After 3 week wait, my fibre was due to go live today...

pwatson — Thu, 09 Apr 2015 08:24:14 GMT

I take it that you cancelled your BT service rather than migrated to PN? How much time was there between your BT service being ceased and PN providing your new line?
There is the possibility that your old VDSL port was allocated to a new customer during the down time and your cabinet is now full?

Re: FUMING After 3 week wait, my fibre was due to go live today...

djspang — Thu, 09 Apr 2015 10:39:10 GMT

Yes. It appears that this is what has happened. Plusnet have called me back and are looking into this, and also why I wasn't informed of the cancellation. I have wasted a day off work Thanks for your advice

Re: FUMING After 3 week wait, my fibre was due to go live today...

MatthewWheeler — Thu, 09 Apr 2015 11:10:44 GMT

Sorry to hear what's happened
I can see our Provisioning team have picked this up and we'll try to get this sorted ASAP.

Re: FUMING After 3 week wait, my fibre was due to go live today...

djspang — Fri, 10 Apr 2015 10:56:07 GMT

I certainly hope so - it doesn't look very promising. Talking of promises (i.e. the one from PlusNet that I COULD have fibre, which is why I ordered from you in the first place), as this order has not lived up to it's promises, was cancelled on the 27th March (but never informed me), and now is looking rather vague, what would be the procedure for me to cancel my entire contract with PlusNet?
I know it's over 14 days, but I WASN'T aware of the fibre part of the order being dropped. Please see attachment.

Re: FUMING After 3 week wait, my fibre was due to go live today...

JohnJ-B — Fri, 10 Apr 2015 11:24:17 GMT

@djspang,
Don't understand your comment about it being "over 14 days" - from when?
You've already stated that the initial contract had been cancelled on 27th March & that you were informed about that on 9th April - hence, any new Contract can surely ONLY be considered as being from 9th April!!

Re: FUMING After 3 week wait, my fibre was due to go live today...

pwatson — Fri, 10 Apr 2015 11:44:18 GMT

The phone line has been installed and is working...
Seems reasonable that the OP isn't held to that contract if the broadband hasn't been supplied.

Re: FUMING After 3 week wait, my fibre was due to go live today...

djspang — Fri, 10 Apr 2015 12:25:12 GMT

24th March was when I setup the account. Home phone went live same day. Still is.
I also paid a sum towards the full package - haven't been refunded yet
2 x attachments

Re: FUMING After 3 week wait, my fibre was due to go live today...

jelv — Fri, 10 Apr 2015 12:32:02 GMT

I don't understand this at all, if you were following the standard procedure for migrating from BT Infinity Plus to Plusnet fibre, your BT connection should continue to work until until the day the migration actually happens. There would be no issues whatsoever with you losing the port.
The only quirk would be that an appointment would be made that OpenReach would cancel because as far as their records are concerned you don't need a new modem - you continue to use the BT equipment just changing the login credentials to your Plusnet ones.

Re: FUMING After 3 week wait, my fibre was due to go live today...

pwatson — Fri, 10 Apr 2015 12:36:47 GMT

See the original post and replies 5 & 6 - The OP cancelled his BT account before signing up with PN instead of migrating...

Re: FUMING After 3 week wait, my fibre was due to go live today...

jelv — Fri, 10 Apr 2015 12:41:46 GMT

His reply was a little vague so I wasn't certain.
If the modem is still in sync it would be worth trying putting the the username@plusdsl.net and password and seeing what happens!

Re: FUMING After 3 week wait, my fibre was due to go live today...

plusnettony — Fri, 10 Apr 2015 16:54:02 GMT

I'm a little alarmed by the problems you've experienced here. I would have expected to happen exactly what Jelv said.
The issue is still open with prov though, and they'll continue to chase it. The port issue is alarming though and can take time to sort. It's not something that we can expedite as we could only look at that once a spare port is actually available.

Re: FUMING After 3 week wait, my fibre was due to go live today...

djspang — Fri, 10 Apr 2015 20:22:07 GMT

Tony, when I spoke to an adviser, Samantha, yesterday, she suggested that there may be a possibility of having normal broadband switched on, on my Plusnet phone line until my fibre gets sorted out.
I have had no internet for weeks now. Could this option be looked into? Much as I am loathe to return to BT, I tested their system today, and went through all the steps of ordering fibre from them (without finalising it and paying at checkout), apparently they can do it, no problem. So what should I do? I WANT to stay with Plusnet, I DON'T want to return to BT, but I want/need fibre broadband for both work and personal use.

Re: FUMING After 3 week wait, my fibre was due to go live today...

plusnettony — Sat, 11 Apr 2015 10:08:37 GMT

Sadly, I don't think this will work unless we cancel the fibre order which may make things worse for you. If you want us to risk it though, we'll give it a try then at least you'll have some service.
We'd need you to comment on the open ticket on your account so we can look into this.

Re: FUMING After 3 week wait, my fibre was due to go live today...

jelv — Sat, 11 Apr 2015 10:20:22 GMT

Tony, you might like to tell him how he is supposed to find the ticket or post a direct link to it!

Re: FUMING After 3 week wait, my fibre was due to go live today...

djspang — Wed, 15 Apr 2015 21:51:42 GMT

UNBELIEVABLE! So I go to cancel this (as suggested by Plusnet, above, after a disastrous attempt at customer service) - and they now want £90.95 for my early cancellation!! After they NEVER
Trip to Trading Standards (work on same floor as me at East Sussex County Council) in the morning then. Your as bad as BT. Awful, Unprofessional service.

topic Re: *FUMING* After 3 week wait, my fibre was due to go live today... in Plusnet Feedback

*FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

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Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

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Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

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Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

topic Re: FUMING After 3 week wait, my fibre was due to go live today... in Plusnet Feedback

FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

Re: FUMING After 3 week wait, my fibre was due to go live today...

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Re: FUMING After 3 week wait, my fibre was due to go live today...

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Re: FUMING After 3 week wait, my fibre was due to go live today...