https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216278#M59061 THIS IS STILL NOT RECTIFIED AFTER 4 MONTHS - NOBODY AT PLUSNET IS TAKING THIS SERIOUSLY - JUST EMPTY PROMISES<BR /><BR />link:csa removed - CSC Analyst<BR /><B>10:25am, Thursday 23 Apr 2015</B><BR />Dear Mr S<BR /> Can we please organise a self install for this customer and ensure modem is posted out. Customer already has a fibre socket as he has had BT fibre previously and is an IT technician so he is confident performing the self install.<BR /> Kind regards,<BR /> <SPAN style="color:red;">[removed]</SPAN><BR /> --------------------------------------<BR /><BR />link:csa removed - CSC Analyst<BR /><B>1:45pm, Tuesday 5 May 2015</B><BR />Dear Mr S<BR /> I will escalate this ticket to the correct team.<BR /> Kind regards,<BR /><SPAN style="color:red;">[removed]</SPAN><BR />-------<BR /><BR />link:csa removed - CSC Analyst<BR /><B><BR />1:48pm, Tuesday 5 May 2015</B><BR />Dear Mr S<BR /> I checked for fibre availability at your local cabinet to try and place an order for you, however the activation date for the service is currently shown as 13/5/15 so I will place your ticket on hold to await this. Thank you for your patience.<BR /> This Question is now on hold until Wednesday 13th May at 7:00am.<BR /> Kind regards,<BR /><SPAN style="color:red;">[removed]</SPAN> <BR />--------<BR /><BR />Script User - Automated Script Pool<BR />7:05am, Wednesday 13 May 2015<BR />Question [ 102924441 ] is now off hold. Our Support Team will provide a further update soon. <BR /><BR /><BR />link:csa removed - CSC Analyst<BR />11:13am, Wednesday 13 May 2015<BR />Dear Mr S,<BR /> I checked for fibre availability at your local cabinet to try and place an order for you, however the activation date for the service is currently shown as 10/06/15 so I will place your ticket on hold to await this. Thank you for your patience.<BR /> This Question is now on hold until Wednesday 10th June at 9:00am.<BR /> Kind regards,<BR /><SPAN style="color:red;">[removed]</SPAN><BR /> [Sms Message: I checked for fibre availability at your local cabinet to try and place an order for you, however the activation date for the service is currently shown as 10/06/15 so I will place your ticket on hold to await this. Thank you for your patience.] <BR /><BR /><BR />Your Response<BR />11:17am, Wednesday 13 May 2015<BR />The Question 102924441 has been released from hold and sent back to BOT - FTTC Provides<BR /> (Received via text message) But it was 13th May, and my ticket was on hold for this date! So what happens when you get to 10th June and the same thing happens? <BR /><BR /><BR /><SPAN style="color:red;">[removed]</SPAN> - CSC Analyst<BR />8:46pm, Monday 18 May 2015<BR />Dear Mr S<BR /> Unfortunately there is nothing we can do if that was happen again. The lines are owned by our suppliers are if they have hit a delay is activating fibre within your area we can only go by what they advise. Sorry for the delay.<BR /> This Question is now on hold until Monday 25th May at 7:00am.<BR /> Kind regards,<BR /><SPAN style="color:red;">[removed]</SPAN><BR /><BR /><BR />Script User - Automated Script Pool<BR />7:06am, Monday 25 May 2015<BR />Question [ 102924441 ] is now off hold. Our Support Team will provide a further update soon. <BR /><BR /><BR />link:csa removed - CSC Analyst<BR />1:51pm, Tuesday 26 May 2015<BR />Dear Mr S,<BR /> I am sorry to report that it looks like there is still no date for the upgrade of the cabinet for fibre. <BR /> As soon as this is viable we will contact you to discuss the options going forward.<BR /> This Question is now on hold until Thursday 2nd July at 7:00am.<BR /> Kind regards,<BR /> <SPAN style="color:red;">[removed]</SPAN><BR /><BR /><BR />Script User - Automated Script Pool<BR />7:05am, Thursday 2 Jul 2015<BR />Question [ 102924441 ] is now off hold. Our Support Team will provide a further update soon. <BR /><BR /><BR /><SPAN style="color:red;">[removed]</SPAN> - CSC Analyst<BR />2:55pm, Thursday 2 Jul 2015<BR />Dear Mr S,<BR /> Good afternoon.<BR /> On checking for fibre availability it is showing a ready date of 08-09-2015. We will contact you closer to the time to arrange your appointment.<BR /> Please do not hesitate to get back in touch online at <A href="https://portal.plus.net/wizard/?p=search" target="_blank">https://portal.plus.net/wizard/?p=search</A> if we can be of any further assistance.<BR />Support services are available here <A href="http://www.plus.net/support" target="_blank">http://www.plus.net/support</A>, and our community pages can be found at <A href="http://community.plus.net." target="_blank">http://community.plus.net.</A><BR />You can also use our new tool called Plusnet Assist which is available here: <A href="http://www.plus.net/assist." target="_blank">http://www.plus.net/assist.</A><BR /> This Question is now on hold until Saturday 1st August at 7:00am.<BR /> Kind regards,<BR /><SPAN style="color:red;">[removed]</SPAN><BR /><BR /><BR />Your Response<BR />1:49pm, Friday 3 Jul 2015<BR />The Question 102924441 has been released from hold and sent back to BOT - FTTC Provides<BR /><I><B><SPAN style="font-size:10pt"><SPAN style="font-size:10pt"><B> Absolutely ridiculous - I joined PlusNet with promise of Superfast Fibre Broadband 3 or 4 months ago - every month I get given a new date - every month it gets put further and further behind. <BR />Now you are suggesting September? <BR />Awful Awful service. If you look through my question history you will see how unprofessionally and inadequately I have been treated by PlusNet. I expect somebody from customer services to get in touch with me to discuss the way forward from here - possibly a no-fee cancellation of my PlusNet account. <BR />I work for East Sussex County Council, on the same floor as Trading Standards. If I do NOT get a satisfactory response ASAP I shall consult them to see what actions I can take. The Telecommunications Ombudsman Service/OFCOM springs to mind too, as well as publicising the shoddy service on the Public websites I manage. </B> </SPAN> </SPAN> </B> </I> <BR /><SPAN style="font-size:8pt"><SPAN style="color:red;">[Moderator's note by Adie (dvorak) removed CSA names as per <A href="http://community.plus.net/forum/index.php/topic,132333.0.html" target="_blank"><B>Forum Rules</B></A></SPAN></SPAN> Fri, 03 Jul 2015 13:13:39 GMT djspang 2015-07-03T13:13:39Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216252#M59035 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. <BR />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? <BR />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. Thu, 09 Apr 2015 06:26:35 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216252#M59035 djspang 2015-04-09T06:26:35Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216253#M59036 What does it say if you put your address into the address checker here <A href="https://www.dslchecker.bt.com/" target="_blank">https://www.dslchecker.bt.com/</A> ? Thu, 09 Apr 2015 07:36:21 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216253#M59036 AndyH 2015-04-09T07:36:21Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216254#M59037 All looks fine - please see attachment Thu, 09 Apr 2015 07:52:44 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216254#M59037 djspang 2015-04-09T07:52:44Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216255#M59038 If you put in your new number, does it show the same cabinet 5? Thu, 09 Apr 2015 08:00:02 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216255#M59038 AndyH 2015-04-09T08:00:02Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216256#M59039 That IS my new number - provided by Plusnet on 27th March. Thu, 09 Apr 2015 08:19:04 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216256#M59039 djspang 2015-04-09T08:19:04Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216257#M59040 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? <BR />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? Thu, 09 Apr 2015 08:24:14 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216257#M59040 pwatson 2015-04-09T08:24:14Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216258#M59041 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 <img class="lia-deferred-image lia-image-emoji" src="https://community.plus.net/html/@6BD5E1FD9194A889D807C8E641344CF1/images/emoticons/sad.gif" alt="Sad" title="Sad" /> Thanks for your advice <img class="lia-deferred-image lia-image-emoji" src="https://community.plus.net/html/@104CD63F9302A50EF5EC70FE32BB8AA1/images/emoticons/smiley.gif" alt="Smiley" title="Smiley" /><BR /> Thu, 09 Apr 2015 10:39:10 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216258#M59041 djspang 2015-04-09T10:39:10Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216259#M59042 Sorry to hear what's happened<BR />I can see our Provisioning team have picked this up and we'll try to get this sorted ASAP. Thu, 09 Apr 2015 11:10:44 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216259#M59042 MatthewWheeler 2015-04-09T11:10:44Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216260#M59043 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? <BR />I know it's over 14 days, but I WASN'T aware of the fibre part of the order being dropped. Please see attachment.<BR /> Fri, 10 Apr 2015 10:56:07 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216260#M59043 djspang 2015-04-10T10:56:07Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216261#M59044 @djspang,<BR />Don't understand your comment about it being "over 14 days" - from when?<BR />You've already stated that the initial contract had been cancelled on 27th March &amp; that you were informed about that on 9th April - hence, any new Contract can surely ONLY be considered as being from 9th April!! Fri, 10 Apr 2015 11:24:17 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216261#M59044 JohnJ-B 2015-04-10T11:24:17Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216262#M59045 The phone line has been installed and is working... <BR />Seems reasonable that the OP isn't held to that contract if the broadband hasn't been supplied. Fri, 10 Apr 2015 11:44:18 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216262#M59045 pwatson 2015-04-10T11:44:18Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216263#M59046 24th March was when I setup the account. Home phone went live same day. Still is.<BR />I also paid a sum towards the full package - haven't been refunded yet<BR />2 x attachments<BR /> Fri, 10 Apr 2015 12:25:12 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216263#M59046 djspang 2015-04-10T12:25:12Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216264#M59047 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.<BR />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. Fri, 10 Apr 2015 12:32:02 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216264#M59047 jelv 2015-04-10T12:32:02Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216265#M59048 See the original post and replies 5 &amp; 6 - The OP cancelled his BT account before signing up with PN instead of migrating... Fri, 10 Apr 2015 12:36:47 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216265#M59048 pwatson 2015-04-10T12:36:47Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216266#M59049 His reply was a little vague so I wasn't certain.<BR />If the modem is still in sync it would be worth trying putting the the username@plusdsl.net and password and seeing what happens! Fri, 10 Apr 2015 12:41:46 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216266#M59049 jelv 2015-04-10T12:41:46Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216267#M59050 I'm a little alarmed by the problems you've experienced here. I would have expected to happen exactly what Jelv said. <BR />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. Fri, 10 Apr 2015 16:54:02 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216267#M59050 plusnettony 2015-04-10T16:54:02Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216268#M59051 Tony, when I spoke to an adviser,&nbsp; 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.<BR />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,&nbsp; 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. Fri, 10 Apr 2015 20:22:07 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216268#M59051 djspang 2015-04-10T20:22:07Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216269#M59052 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.<BR />We'd need you to comment on the open ticket on your account so we can look into this. Sat, 11 Apr 2015 10:08:37 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216269#M59052 plusnettony 2015-04-11T10:08:37Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216270#M59053 Tony, you might like to tell him <A href="http://users.plus.net/QL:F3DFCD61" target="_blank">how he is supposed to find the ticket</A> or post a direct link to it! Sat, 11 Apr 2015 10:20:22 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216270#M59053 jelv 2015-04-11T10:20:22Z https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216271#M59054 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<BR />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. Wed, 15 Apr 2015 21:51:42 GMT https://community.plus.net/t5/Plusnet-Feedback/FUMING-After-3-week-wait-my-fibre-was-due-to-go-live-today/m-p/1216271#M59054 djspang 2015-04-15T21:51:42Z